Sr. Director, Customer Experience Enablement

Pleasanton, CA, United States

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

About The Team

The Strategy & Operations team is a Global organization within our Customer Experience (CX) organization. We are advisers to CX Leadership Teams globally looking end to end across the business to understand the vision, business performance and any gaps in execution. We put the right plans in place at the right time to accelerate our business results.

About The Role

Are you an experienced, proactive, and creative leader with a passion for enabling global CX teams? In this role, you will be part of a growing and dynamic team, leading the design, development, and execution of global enablement initiatives across CX. To be successful you must have a demonstrated ability in both Services Sales, Subscription, Managing Partners, Enablement, Education and Operations and be comfortable in an environment of change.

Experience working in a SaaS environment is strongly preferred. If you have a passion for driving global enablement across the full lifecycle of a CX function and a commitment to building impactful teams, we’d love to hear from you!

Key Areas of Responsibility:

Build centers of excellence that enable our Service Executive, Managing Partner, and x-functional roles. These enablement teams will focus on developing skills, improving processes and tooling, and driving reuse and best practices across CX.

You will use maturity models to benchmark each business against its stated objectives and be able to take a data driven approach to make recommendations on how teams can improve performance or fix skills gaps.

Equip our Service Executives and Managing Partnerswith the right content, training and guidance to increase capability and confidence to articulate the value proposition of our solutions.

Continually seeking out opportunities to improve - you will create hubs of expertise across skills, process and technology that can be leveraged by the rest of CX to enable their teams, streamlining our ways of working.

Develop presentations, communications, and regular reviews for senior leadership across CX to help create awareness, influence strategies and make effective decisions.

Partner with field leaders to influence changes or highlight opportunities in process, tooling, and strategy through data-driven analysis of successful outcomes and/or friction.

Partner with the rest of Workday to ensure a consistent onboarding experience for our CX teams and participate in the Sales Academy to help the rest of Workday understand what the CX business does and why.

Lead enablement programs - thinking across CX - to integrate organizations from new mergers and acquisitions, or building new go to market motions - creating strategies that are sustainable and support the business objectives

Complete change impact analysis against quarterly priorities to minimize any risks to both internal Workmates and external customers.

Regularly collect and listen to 'voice of the field' feedback from Regional Vice Presidents on enablement plans, delivery and execution of future initiatives. Contribute to, and support, shared vision of the future.

Coach and mentor managers and Workmates within the team - cultivating a team culture that is both challenging and rewarding.

About You

Excellent change management skills, bringing PROSCI certifications or other methodologies to ensure a fast rate of adoption.

Experience in business application software and SaaS

Proficiency with Salesforce.com, Gainsight, Clari, is highly recommended

Ability to simplify complex issues into a set of actions and timelines holding leaders accountable.

Ability to build and sustain excellent relationships at multiple levels with an ability influence across areas that are not under direct control.

Ability to deliver results with minimal guidance and able to progress in the face of ambiguity enbracing high value stretch goals over safe goals and can handle ambiguity effectively coping with change.

Communication: designs and delivers critical messaging to effectively reach and motivate key audiences and stakeholders to influence project outcomes.

Basic Qualifications:

Experience in business application software and SaaS

10+ years leading global teams, working across matrixed organizations

7+ years delivering enablement across the dimensions of people, process, technology

Other Qualifications:

Ability to deliver results with minimal guidance and able to progress in the face of ambiguity enbracing high value stretch goals over safe goals and can handle ambiguity effectively coping with change.

Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits, please click here.

Primary Location: USA.CA.Pleasanton

Primary Location Base Pay Range: $210,600 USD - $316,000 USD

Additional US Location(s) Base Pay Range: $188,100 USD - $316,000 USD

Our Approach to Flexible Work

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!

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