Head of CS Enablement & Operations

2 Months ago • All levels • Operations

Job Summary

Job Description

As the Head of CS Enablement & Operations, you will be responsible for driving operational excellence, enablement, and cross-functional alignment within customer-facing teams. You will lead initiatives to enhance onboarding, reduce friction, systematize support, and empower CS teams to become trusted advisors. This role involves championing cross-functional collaboration, driving internal knowledge management, designing enablement programs, partnering with CSMs to improve customer journeys, and analyzing data to inform training and product enhancements. Your focus will be on improving customer satisfaction, internal efficiency, and product adoption.
Must have:
  • Champion cross-functional collaboration
  • Drive internal knowledge management
  • Design and deliver enablement programs
  • Map customer journeys and create engagement strategies
  • Improve onboarding quality and timelines
  • Own and refine SOPs for product queries
  • Basic Excel skills

Job Details

We're looking for a Head of CS Enablement & Operations to drive operational excellence, enablement and cross-functional alignment across our customer-facing teams. This is a strategic role that blends process design, training, insights, and customer-centricity to ensure our post-sales organization is empowered to deliver exceptional value at scale.

You'll lead initiatives that enhance onboarding, reduce friction, systematize support, and enable CS teams to become trusted advisors. Your north star: Customer NPS, Launch NPS, Internal Efficiency, and Product Adoption. collaborating cross-functionally with Product, Engineering, and Customer teams.

No. of positions: 1

What will you be doing?

  1. Operational Enablement & Execution

  • Champion cross-functional collaboration with Product, Engineering, and CX to streamline workflows and reduce silos.

  • Drive internal knowledge management by ensuring checklists, help center articles, and SOPs are always current and easily accessible.

  • Design and deliver enablement programs for CSMs- focusing on project management, expectation setting, and process adoption.

2. Customer Journey Excellence

  • Partner with CSMs to map customer journeys, identify friction points, and co-create scalable playbooks and engagement strategies.

  • Improve onboarding quality and timelines across customer segments (SMB, MM, ENT) by owning operational processes end-to-end.

  • Own and refine the structured SOP for handling product queries to ensure consistent, high-quality CSM responses.

  • Basic Excel skills are required for data validation and analytical insights.

3. Insights & Continuous Improvement

  • Analyze product usage, support tickets, and feedback surveys to generate insights that inform training, product enhancements, and strategy.

  • Own customer adoption and ticket deflection metrics through better documentation, smarter tooling, and proactive CSM enablement.

  • Reduce repeated product queries to Product & Engineering by streamlining documentation and improving internal education

Who will you work with?
Aniket, Palash,Hemant, and of course, the rest of the jovial inFeedo team

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About The Company

In 2016, we set out on a mission to make 100 million employees heard and valued. Today, as we onboard Tiger Global and Jungle Ventures as our investors, we’ve become Asia’s leading employee experience platform that helps engage employees, predict attrition & answer FAQs with conversational AI that people love ❤️


We’re backed by Y Combinator, Bling Capital and founders of Gainsight, Freshworks, Zeta Lenskart, innov8. As a Chief Listening Officer, our A.I. bot Amber helps people-first leaders find hidden gaps in their culture, managers and wellbeing in real time. Spanning across 60 countries, our customers include MNCs like Samsung, Xiaomi, Lenovo, conglomerates like TATA, Godrej, Bharti and unicorns like Unacademy, Paytm, OYO.


Come join our mission to help build cultures where people love to come to work. For career opportunities, please visit our careers page: jobs.infeedo.com

Gurugram, Haryana, India (Hybrid)

Gurugram, Haryana, India (Hybrid)

Gurugram, Haryana, India (Hybrid)

Gurugram, Haryana, India (Hybrid)

Gurugram, Haryana, India (Hybrid)

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