Sr. Product Enablement Manager

Position Summary
The Sr. Product Enablement Manager owns how DataSpring users and customers learn to use our products successfully, and serves as a cross-functional liaison between Product and the teams that support our users. As a shared service for both provider and member data teams, this person identifies where users encounter friction, determines the most effective intervention, and personally creates the solution, including in-app guidance, guided walkthroughs, short-form videos and visual tutorials.

This is a hands-on role that combines content creation and product adoption with ownership of how product information and user feedback flow between teams. The successful candidate works closely with the product team by participating in user acceptance testing, reviewing product analytics, listening to the call center and customer-facing teams, and translating those insights into timely, effective user education, product recommendations and change-readiness communication.

They may also coordinate with external production or Pendo-services partners when additional capacity or specialized expertise is required. They remain accountable for priorities, instructional quality, product accuracy, consistency, and measurable results.

Success is measured by changes in user behavior: fewer avoidable support contacts, faster time to value, stronger feature adoption, successful task completion, and greater user confidence, not simply by volume of content produced.

The Sr. Manager also strengthens the broader team: absorbing overflow from the UX and user enablement teams, providing backup coverage during launches and releases, and reducing the coordination load on Product and Operations leaders.

The successful candidate will be an exceptional plain-language communicator with strong hands-on production skills. They must be comfortable making independent decisions about priorities and formats and producing useful, accurate content under tight deadlines, shifting priorities, and incomplete information.

The Sr. Product Enablement Manager is a full-time, exempt, remote position and reports to the Director, Product Operations.

Specific Responsibilities

Training Needs Assessment and Prioritization

• Identify and synthesize user-friction signals from support contacts and call drivers, customer interactions, implementation and account teams, internal questions, CSAT and NPS feedback, usability research, and product-usage data.
• Translate identified friction into clearly defined user-education and product-adoption needs.
• Prioritize requests according to user impact, business importance, urgency, audience, and production effort.
• Recommend which requests should not be pursued and clearly communicate the associated tradeoffs.
• Establish and operate a lightweight intake and triage process so requests are consistently captured, evaluated, prioritized, and resolved.
• Participate in UAT and product-release activities to identify education needs before new functionality reaches users.
• Partner with Product Management to distinguish between issues that require training and those that should be addressed through product design.

Content Development and Production

• Determine the most effective intervention for each need, including a Pendo tooltip, contextual message, guided walkthrough, product tour, short-form video, annotated screenshot, visual tutorial, etc.
• Design content for distinct user roles, personas, workflows, and levels of product familiarity.
• Script, record, edit, caption, and publish concise product-training videos using modern screen-capture and authoring tools.
• Create brief, task-focused content that helps users accomplish a specific goal rather than simply describing product features.
• Build, test, publish, and maintain Pendo guides, tooltips, walkthroughs, and other in-app experiences.
• Create visual content that can be reused across in-product guidance, help centers, release communications, and customer-support channels.
• Apply consistent brand, voice, terminology, and plain-language standards for a nontechnical healthcare audience.
• Ensure content meets applicable accessibility requirements, including captions, transcripts, alternative text, keyboard considerations, readable contrast, and Section 508/WCAG standards.
• Maintain editable source files, templates, naming conventions, version history, and a reusable content library.
• Use AI-assisted and automated production tools appropriately to shorten production cycles while maintaining accuracy, security, and editorial quality.
• Plan and run in-app engagement campaigns that drive awareness and adoption of new and underused features.

Measurement and Continuous Improvement

• Evaluate training effectiveness using Pendo analytics, support data, task completion, feature adoption, depth of use, and time to first successful use.
• Test and improve content based on behavioral data and user feedback.
• Revise, replace, consolidate, or retire content that is outdated, redundant, or failing to change user behavior.
• Identify fast-follow priorities based on observed user friction, feature-adoption patterns, customer feedback, and support-center questions and call drivers.

Content and Platform Governance

• Establish training content standards, review processes, and clear ownership so training, help content, and product messaging stay aligned with each release.
• Lead Pendo governance, including standards for page and feature tagging, guide creation, targeting, review, and publishing across teams.
• Help define guidelines for the responsible use of AI tools in content creation, covering accuracy, security, privacy, and editorial review.

Cross-Functional Partnership and Product Liaison

• Work closely with Product Management, UX, Customer Support, Implementations, Sales, Client Partnerships, Marketing & Communications, Compliance, and other subject-matter experts.
• Serve as a shared resource for both provider and member data teams, coordinating product enablement and communication across both.
• Help teams distinguish between a product problem, communication problem, support problem, and education problem.
• Communicate priorities, tradeoffs, progress, risks, and results clearly to stakeholders.
• Partner with the Solutions Center to review call drivers and user feedback on a regular cadence; compare support themes with Pendo behavior data.
• Help keep Solutions Center training and knowledge resources current with each release.
• Create presentations that explain product changes, user impact, and adoption results to leadership and go-to-market teams.
• Support the UX and user enablement teams by absorbing overflow work and providing backup coverage during launches and releases.

Skills

Required

• Strong writing and editing skills, with the ability to explain complex workflows clearly to nontechnical audiences.
• Demonstrated ability to independently create short-form video, in-app guidance, and written or visual instructional content.
• Hands-on experience with a digital adoption platform; Pendo experience is strongly preferred.
• Demonstrated video-production experience, including screen capture, editing, captions, visual callouts, and narration or voiceover management.
• Sound judgment regarding content priority, instructional format, audience needs, and appropriate depth.
• Ability to interpret product analytics, support data, and customer feedback and draw defensible conclusions.
• Ability to work independently and deliver useful, accurate content under significant deadline pressure.
• Comfort operating in an environment with shifting priorities and incomplete information.
• Ability to serve as the primary product-education resource and continue moving work forward without extensive direction.
• Strong stakeholder-management skills and the ability to give external partners and internal contributors clear, actionable feedback.
• Strong cross-functional facilitation skills, with the ability to align teams and influence decisions without direct authority.

Preferred

• Experience developing education for external users and customers for a SaaS product or technology-enabled service.
• Experience building and publishing Pendo guides and interpreting Pendo analytics.
• Working knowledge of adult-learning, instructional-design, microlearning, and performance-support principles.
• Experience with healthcare technology, provider workflows, or healthcare data.
• Knowledge of Section 508 and WCAG requirements as applied to digital learning content.
• Experience administering Pendo or leading digital-adoption governance across multiple teams.
• Experience partnering with customer support or call-center teams to turn contact data into product, content, or training improvements.
• Experience creating executive presentations and release communications.
• Experience establishing content governance or standards for AI-assisted content creation.

Experience & Education

• 5+ years of hands-on experience creating customer education, software product training, product adoption, or enablement content, including work across product, support, and customer-facing teams.
• Demonstrated experience producing customer-facing content for a software product or technology-enabled service.
• Hands-on experience with a digital adoption platform required; Pendo experience strongly preferred.
• Experience working within product-development and release cycles.
• Bachelor’s degree or an equivalent combination of education and relevant professional experience.
• Candidates should be prepared to share a portfolio that includes at least one software-training video and one example of in-app, visual, or written guidance they personally created.
• Hands-on experience with several of the following or comparable tools:
• • Pendo or another digital adoption platform
  • Camtasia, Descript, Adobe Premiere Pro, Loom, or comparable screen-capture and video-editing software
  • Articulate 360, Adobe Captivate, or comparable content-authoring tools
  • AI-assisted scripting, editing, voice, transcription, and content-production tools
  • Jira and Confluence