About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

 

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX. 

 

Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021 Gold Stevie Award Winner for Great Employers in 2024 and 2022 We foster an exciting culture of creativity, connection, and commitment   Job Summary

The Enablement Leader is responsible for consistently assessing operational needs to identify opportunities for innovation while staying continuously updated on market trends, partners, and competitors. This ensures the ability to deliver best-in-class solutions, practices, and enablement materials that drive innovation for clients, support the successful implementation of the new operating model, and enhance Foundever Digital Services' offerings. 

Primary Job Responsibilities

Partnerships: 

Main business point of contact with partners. In some cases, the partner can have a different business owner, but the Enablement Leader needs to follow the partners from their pillar.  Coordinates with the Chief Infrastructure Officer for Master Partner Agreement & Pricing. Manages the request and negotiation of specific project Pos/invoices with the Partners Program Manager, in coordination with Solutions, Procurement, and Legal.  Ensures coordination between partners, Technical Practices Experts, and Market Delivery Leaders when applicable.  Supports and follows the creation and implementation of Go-to-Market plans with market CSOs (when applicable) and Sales & Solutions leaders and establishes periodic meetings with Market Partnerships Managers.  Creates and animates an internal community to share updates, live demos, new releases, videos, webinars, etc.  Ensures continuous update of battle cards with new releases from competitors (Tech & BPO).  Creates and updates Pricing Calculators in coordination with Solutions & Pricing Leaders. 

 

Value Proposition 

Coordinates the definition of the value proposition for offers and partnerships together with PODs from NA & EMEA (including Marketing, CSOs and Market leaders). 

 

Playbooks 

Produces and continuously updates Executive, Operational & Delivery Playbooks, ensuring adjustments with specifications per market (EMEA & NA) and validates the understanding and acceptance of these with Operations and Business communities.   Coordinates the PODs for the production of delivery playbooks, ensuring that delivery teams fill in the playbooks while the Enablement Leader contributes, especially regarding specifications needed per product/service. Validates the understanding and acceptance of delivery playbooks with the Delivery and CI teams.  .

Marketing & Sales Materials 

Coordinates with the Product Marketing Team the production of sales & marketing materials (business cases, etc.) and ensures that they meet the expectations and needs of Growth Marketing Teams.  Sets a regular meeting with Growth Marketing Teams to follow their needs and planning.  Coordinates with the Learning Team for the production of trainings in My Academy. 

 

Drive Improvement & Innovation to Bring Impactful Results to Operations 

Runs Test & Learn assessments and follows implementation & run projects for the Operating Model, focusing on evaluating, together with AI, CS & CI teams, challenges, limitations, strengths, and best practices to increase the impact of solutions on operations results and update playbooks. These assessments will be done in person and/or coordinated with CI Teams.  Conducts in-person assessments in NA and EMEA, analyzing proprietary and competitor tools usage/performance to detect improvements and best practices.  Leads recurrent PODs with Delivery Teams to evaluate whether the project is generating value to Operations and impacting results.  Stays updated on new launches, competitors, trends, and market (events, conferences, etc.).  Identifies, based on market trends, competitors, and operational needs, new offers, verticals, partnerships, and improvements for Foundever’s products and services.  For key strategic projects, helps to ensure constant innovation, improvements, finding solutions, and mitigating risks.  Acts as the point of contact between Practice Experts, Market Delivery Teams and Operations Teams, ensuring that Practice Experts and Market Delivery Teams receive findings from Operations.  Considers CI a key stakeholder, as they act as an extension of Enablement Leaders in Operations.  Connects periodically with Solutions, Sales Leaders, and Market Leaders to understand challenges and opportunities (to review costs, partner pricing models, etc.).  Defines local ambassadors together with CI Teams to assist with training, awareness, and adoption.  Qualifications 5+ years of experience in  Project Management: strong ability to coordinate multiple stakeholders and manage deadlines efficiently.  Strong experience in BPO and Digital Services.  5+ years Negotiation & Partnership Management: Experience in contract negotiation, pricing strategy, and managing external partners to ensure alignment with business objectives.  Bachelor’s or Master’s degree in Business Administration, Communications, Technology, or related fields. Fluent English (mandatory). Another language as French and German is a plus.  Strategic Vision: The ability to think strategically and align market initiatives with the company's long-term objectives.  Leadership and Collaboration: Strong ability to lead cross-functional & cultural teams, foster collaboration across different areas, and positively influence both internal and external stakeholders.  Adaptability and Proactivity: The ability to quickly adapt to market changes and strategic adjustments, always in a proactive manner and with a focus on delivering results.  Data-Driven Decision-Making: Capacity to analyze competitors, market trends, and operational performance metrics to drive improvements.  Digital & Tech-Savvy: Understanding of digital solutions, automation, AI, and emerging CX/BPO trends.  Communication & Influence: Excellent ability to synthesize complex ideas and engage with senior stakeholders across different regions (NA & EMEA).  Adaptability & Problem-Solving: Comfortable with ambiguity and fast-changing environments, proactively identifying challenges and proposing solutions.  Our Perks Competitive salaries, benefits, 401K contribution matching and paid time off. Onsite and remote work at home available (depending on the market). Growth opportunities through various development programs. Employee discounts. Excellent work culture