CFC Tools Enablement & Process Excellence, Sr. Manager

CFC Process Excellence And Tool Enablement, Senior Manager

We are seeking a motivated and strategic leader to define, document, and optimize the processes that enable our Customer Facing Colleagues to deliver best in class customer engagement. The CFC Process Excellence and Tool Enablement, Senior Manager will focus on designing and improving standardized processes, building strategic documentation, and managing the CFC Tools training content that support field execution.

Role Responsibilities

• Tools and Training Enablement
• Design training that focuses on core CFC Tools functionality and navigation, ensuring CFCs clearly understand how to access, navigate, and use system features
• Create and maintain feature-based training guides, e-modules, job aids, playbooks, and quick reference material tied directly to SOPs and tool workflows
• Collaborate with GCET and CFCD to integrate tools based "buttonology" into formal training curriculum
• Ensure training is continuously updated to reflect system enhancements and process / SOP changes
• Strategic Alignment
• Drive strategies that align process optimization, SOP governance, and tools training with enterprise objectives
• Ensure SOPs and Tools training reduce administrative burden while enabling efficiencies and effectiveness across the enterprise
• Providing functional and feature expertise in the design and development of innovative, integrated curricula aimed at disseminating best practices, enhancing skills, and increasing practical knowledge of core sales technology applications by commercial customer-facing colleagues as well as documenting relevant business processes
• Process Design, SOPs & Optimization
• Define, document, and continuously optimize CFC Processes (e.g targeting, call planning, customer journey mapping, territory management)
• Develop, standardize, and maintain SOPs for both CFC workflows and enabling processes
• Supported by CFC Excellence Lead, partner with Commercial Operations, Business Operations, Customer Facing Colleague Delivery, Data Science, Customer Experience, and IIS teams to ensure SOPs are practical, scalable and aligned with business needs
• Regularly evaluate and refine SOPs and processes to eliminate inefficiencies and drive consistency across the field

Basic Qualifications

Non-Standard Work Schedule, Travel or Environment Requirements

Other Job Details