Customer Experience Enablement Senior Manager - Omada Health

Omada Health is on a mission to bend the curve of chronic disease.

Job Overview

Omada is hiring a Customer Experience Enablement Senior Manager to strengthen how Customer Success Managers (CSMs) show up in front of customers, customized to their size and service level. This role is responsible for translating CX goals, field feedback, and business priorities into enablement strategy, high-value resources, and scalable systems that improve effectiveness in client-facing work.

Approximately half of the role focuses on strategic enablement: identifying highest-leverage opportunities to improve CX effectiveness, shaping priorities and narratives, and ensuring enablement efforts directly support how CSMs manage and grow their books of business. The other half focuses on scaling core enablement operations through systems thinking, process design, and AI-enabled workflows, including knowledge management, team communications, enablement intake, and resource discoverability.

Your Impact

• Own a clear enablement roadmap tied to CX goals, team effectiveness, and customer-facing outcomes.
• Translate CSM pain points, voice of customer themes, and business priorities into actionable enablement strategies, tools, narratives, and guidance.
• Partner with PMM, Clinical, Product, Analytics, Client Operations, and CX leadership to identify where enablement most directly improves customer conversations, book management, retention, and growth.
• Shape strategic content and frameworks that help CSMs communicate value consistently and confidently across the customer journey.
• Define success measures for enablement work and use feedback, usage patterns, and business context to continuously refine priorities.
• Identify opportunities to use AI and automation to reduce low-value manual work across knowledge management, communications, intake triage, and resource maintenance.
• Create self-serve tools, repeatable workflows, and clear decision pathways so CX teammates can easily find answers and access resources.

Evaluation Criteria

• 6–8+ years of customer success enablement, sales/revenue enablement, customer success operations, or related experience, with deeper experience in enablement than in general project management.
• Proven ability to break down ambiguous business problems into clear priorities, practical solutions, and scalable enablement strategies.
• Demonstrated success translating customer, CSM, and business feedback into roadmaps, resources, and guidance that improve field effectiveness.
• Strong ownership mindset with the ability to operate autonomously and balance strategic thinking with operational execution.
• Clear communicator with strong professional presence, listening skills, and the ability to influence cross-functional stakeholders and senior leaders.
• Experience using AI, automation, or systems thinking to reduce manual work and increase team efficiency.