Enablement Manager, Technical and Support

Role Overview

Apollo is expanding rapidly, and our global service teams need a leader who knows how to build capability, confidence, and performance at scale. The Enablement Manager, Technical and Support person leads the team responsible for new hire training, everboarding, and ongoing coaching for Support, Onboarding, and Care.

This role focuses on developing the humans who deliver training and creating the systems that ensure every employee, in every site, is prepared to deliver a Best in Class customer experience. You do not need a long background in enablement. You DO need strong leadership instincts, coaching skills, operational savvy, and a willingness to learn the enablement discipline quickly.

Travel is a meaningful part of the work, including Mexico, the Philippines, and other locations as needed. Being present in-person with frontline trainers, leaders, and new hires is essential to elevating performance and consistency across sites.

What You Will Lead and Build

Training Program Leadership

Own the full lifecycle of enablement for service teams, including onboarding, everboarding, coaching programs, and certification paths. Ensure learning experiences are structured, effective, and tied to clear performance outcomes.

Enablement Team Development

Coach Enablement Leads in facilitation, content delivery, and behavioral coaching techniques. Build structured development plans and elevate the team into high-performing training professionals who can support global scale.

Global Training Delivery and Field Coaching

Lead in-person workshops, observe training sessions, run (T2T) teach the trainer programs, and support new hire cycles on-site. Use field observations to identify gaps and convert them into actionable improvements.

Cross-Functional Partnership

Collaborate with Support, CX, Product Enablement, HR, Workforce Management, and regional site leaders. Align training programs with operational needs, product updates, and business priorities.

Operational Excellence

Build the systems, processes, and measurement frameworks that make enablement scalable and repeatable across regions. Establish readiness metrics, certification structures, and consistent reporting on enablement effectiveness.

What Success Looks Like

• Reduced ramp time and improved readiness scores across global service teams
  • A high-performing enablement team with clear competency growth
  • A standardized, repeatable onboarding program used across all sites
  • Strong cross-functional alignment on training needs and impact
  • Reliable execution of in-person enablement cycles and global events
  • Visible improvements in service quality attributable to training and coaching

Required Experience

• 4–7 years in leadership, training, enablement, service operations, or people development roles
  • Experience developing individuals and teams through coaching and structured feedback
  • Strong facilitation and communication skills
  • Experience building processes and systems in fast-moving environments
  • Global Travel 25%

Preferred Experience

• Exposure to customer service, customer experience, or support environments
  • Familiarity with adult learning principles or instructional design
  • Experience working across multiple countries and cultures