Sobre

OVERVIEW

• Quartile is building a world-class Center of Excellence (COE) to ensure our Customer Success (CS) team delivers high-quality, consistent, and scalable client outcomes across our expanding portfolio of advertisers and channels. The Enablement domain serves as the performance elevator of this effort, responsible for pro-actively equipping CS with the knowledge, skills, tools, and resources needed to operate at peak performance across all channels, client segments, and stages of the customer journey.
• We are seeking a Senior Director of COE Enablement to lead the transformation of our enablement function into a strategic capability that empowers the CS organization to deliver greater value to clients at scale. This role will elevate our enablement programs with a focus on onboarding, continuous training, knowledge management and sharing, and formulating multi-channel client strategies. Over the next two years, you’ll grow a high-performing team to keep pace with expanding account volume, increasing channel complexity, and evolving client needs. You’ll design the ideal organizational structure, define the role specializations required, and implement the programs that will deliver measurable impact on CS effectiveness, client satisfaction, and growth outcomes across the portfolio.

REQUIREMENTS

• Deep understanding of multi-channel digital marketing and e-commerce ecosystems
• Proven track record of building and scaling enablement programs that drive measurable improvements in team performance and client outcomes
• Strong understanding of multi-channel marketing and e-commerce ecosystems, with experience integrating new capabilities into customer success workflows
• Exceptional leadership and team-building skills, with proven experience managing and growing high-performing teams
• Excellent communication and collaboration skills, with the ability to influence across functions and levels of the organization
• Data-driven mindset with experience defining KPIs, measuring impact, and iterating programs based on insights
• Strategic thinker with the ability to translate complex concepts into actionable frameworks and processes

WHAT YOU'LL DO

• Lead Enablement Strategy: Define and execute a comprehensive enablement strategy that ensures CS teams have the skills, tools, and resources to operate at peak performance across all channels, client types, and customer journey stages
• Unify Programs: Consolidate onboarding, training, knowledge management, and capability integration into a cohesive, scalable system that adapts to evolving client and organizational needs
• Capability Integration: Partner with product marketing, product, tech and other CS teams to integrate new capabilities into CS workflows, ensuring rapid adoption and effective execution
• Innovate: Partner with COE Leadership to drive innovation at Quartile, with a particular emphasis on how to translate new capabilities into frameworks to democratize those capabilities and embed them at scale into the day to day operations at Quartile
• Knowledge Management Excellence: Build and maintain a centralized, dynamic knowledge base that is accurate, accessible, and actionable for CS teams. Ensure best documentation is accurate, thorough, clear and actionable
• Training & Development: Create and oversee an onboarding/training framework that builds off the Quartile Academy and supports both foundational learning for new hires and advanced skill development for tenured team members
• Measure & Optimize Impact: Define KPIs for enablement programs, track effectiveness, and continuously refine initiatives to maximize CS performance, client satisfaction, and portfolio growth
• Team Leadership & Growth: Recruit, develop, and lead a high-performing enablement team, fostering a culture of continuous learning, collaboration, and innovation. Ensure the enablement Domain is staffed appropriately, in terms of capacity and skillset, to meet the demands of a scaling and evolving CS org

BENEFITS

• Fully remote work
• The opportunity to join an international team
• Career growth opportunities
• Generous Paid Time Off
• This is a PJ contract based out in Brazil.