Operations Enablement Partner

Position Summary

EverDriven is investing in new technology, new processes, and new ways of working across our operations, and that investment only pays off when people adopt it. The Operations Enablement Partner is accountable for two connected responsibilities.

The first is change adoption. This person builds and runs the end-to-end change and enablement plan for every operational initiative, from kickoff through 90-day reinforcement, defining who is impacted, what changes for them, how they learn it, how managers reinforce it, and whether it held. This role will from time to time run enablement for cross-functional teams where the change impact is largest on operations but broader change management is required.

The second is job readiness for the operations function. This person owns new-hire and ongoing training for Contact Center, Field Operations, and Inside Operations team members on the systems, processes, and service standards required to do their jobs. They develop and oversee the Field Operations onboarding program, delivered via a train-the-trainer model. Company and HR onboarding remains with the People team; this role owns the operational craft.

The two responsibilities reinforce each other: the person who teaches the job is well positioned to lead its change. Content for both should be AI-first, drafted with AI tools and refined by the Partner, so materials are built once and leveraged across teams just in time.

Salary Range: $90,000 - $105,000/year, based on experience + bonus potential

Location: Greenwood Village, CO. Hybrid role - 4 days in the office and 1 day remote.

Responsibilities

Change Enablement and Adoption

• Build and execute the end-to-end change and enablement plan for operational initiatives: stakeholder change profiles, communications, training, manager reinforcement asks, and adoption measurement, embedded in each initiative's project plan.
• Partner with initiative sponsors and project leads at kickoff to define who is impacted, what specifically changes, and the adoption metrics.
• Equip front-line supervisors and managers to carry each change: talking points, coaching prompts, and reinforcement activities they deliver in their own teams.
• Track adoption at 30, 60, and 90 days after launch, feed results into the enablement scorecard, and recommend boosters when behavior is drifting.

Operations Onboarding and Training

• Own job-readiness onboarding for the operations function: design and deliver the new-hire training that teaches Contact Center, Field Operations, and Inside Operations team members how to do their jobs.
• Own and deliver Field Operations onboarding via a train-the-trainer model: ensure field-designated trainers know what they're doing, have the right materials, and provide oversight to confirm onboarding training is completed in the field.
• Train and support our offshore trainers and monitor the quality of BPO-delivered training, providing oversight, coaching, and guidance to ensure vendor partners deliver training that meets our standards.
• Hold onboarding to fixed service-level commitments; new-hire classes run on schedule regardless of what else is launching.
• Run continuous training driven by QA results, product updates, and process changes, including targeted coaching interventions and role-specific boosters.

Process and Systems Focus

• Translate process and system changes (CRM, routing, compliance, scheduling, and support tools) into clear, teachable workflows; partner with process improvement and product teams from the design stage.
• Own rollout readiness for new operational tools: pilot feedback, wave planning support, job aids, and go-live support models.
• Keep SOPs, knowledge content, and training in sync with how the work actually runs, in partnership with knowledge management.

AI-First Content Development

• Use AI tools daily to draft training modules, job aids, communications, and assessments, then edit for accuracy and voice.
• Build asynchronous-first: on-demand modules, microlearning, and flipped-classroom paths that scale across a dispersed workforce, with live sessions reserved for practice and coaching.
• Contribute to one shared enablement content library; build once, reuse everywhere.
• Administer LMS content for operations: assignments, reporting, and upkeep.

Facilitation

• Facilitate live and virtual sessions across operations audiences, from frontline CSR classes to field leadership workshops.

Requirements

• 3+ years in enablement, training, or change execution supporting operations, contact center, or field teams.
• Train-the-trainer experience: you've built or run a train-the-trainer model for a distributed team (field, offshore, or vendor-delivered), including creating trainer materials and monitoring training quality against a standard.
• Hands-on change execution: you have played a core role in at least one end-to-end change or adoption effort (communications, training, reinforcement, measurement), owned major pieces of it, and can walk us through the plan and what you would do differently. Full ownership of a change is a plus; the appetite to own one here is required.
• AI-first mindset: you already use AI tools as your default way to draft content and design learning, and you can show examples. AI speeds your drafting; your judgment makes it right.
• Working knowledge of process mapping and systems thinking; comfortable reading a workflow, spotting where it breaks for the people doing it, and teaching the fix.
• Strong facilitation and coaching skills, live and virtual, across frontline and leadership audiences.
• Experience with an LMS and adoption or performance data; you measure whether behavior changed after the training.
• Bachelor's degree preferred; equivalent experience in operations, training, or enablement considered in lieu of a degree.

Preferred Qualifications

• Full ownership of an end-to-end change or adoption plan.
• Change management certification (Prosci, CCMP, or similar).
• Contact center training experience, including QA-driven coaching.
• Experience overseeing offshore or BPO training vendors.
• Rollout experience with CRM or workforce systems (Service Cloud, WFM, routing or dispatch tools).
• Experience in K-12, logistics, transportation, or other dispersed field operations.

• Medical, Dental, Vision insurance
• Virtual Doctor Visits with $0 Co-Pay
• Life Insurance (company paid)
• Short Term Disability Insurance (company paid)
• Long-Term Disability Insurance (company paid)
• Flexible Time Off (FTO)
• Paid Holidays
• Paid Time to Volunteer
• Flex Spending Account (FSA)
• 401K Plan (with an awesome employer match!)
• Employee Assistance Program
• Employee Discounts Program

#LI-Hybrid