Program Leader, Outage Management Lead – Community Operations

Program Leader, Outage Management Lead – Community Operations Department: Community Operations Team: Strategy & Program Operations Location: Phoenix, United States Type: Full-Time **About the Role** The **Lead – Product Knowledge Enablement** role sits within the Global Digital Experience (GDX) team and is responsible for ensuring that complex technology products are translated into clear, compelling, and actionable educational modules for non-technical teams across the organization. You will act as the bridge between Customer Obsession (CO) Product / Engineering, and Community Operations (CommOps) teams—transforming product strategy and architecture, feature releases, technical enhancements, and platform changes into structured learning journeys, enablement assets, and ongoing capability programs. Your role requires a unique blend of skills — the clarity of a Product Marketer, the structure of an Instructional Designer, and the systems-thinking of a Product Manager. In this role, you will not only create enablement content by translating complex technical features into clear, benefit-driven narratives but also execute educational programs and learning sessions to ensure the entire CommOps team deeply understands what we build, why we build it, and how to position and use it effectively. **What you’ll do** - **Product Knowledge Enablement strategy:** Define and lead the product knowledge enablement strategy. Create plans to deliver high-impact training programs, workshops, and certifications on product strategy, new features, product updates, platform changes and competitive positioning. - **Change management and adoption:** Support change management efforts tied to major product transformations. Anticipate resistance, identify knowledge gaps early, and proactively design enablement interventions that accelerate adoption and confidence across non-technical teams. - **Product Education:** Develop "launch kits", functional assets such as demo scripts, FAQs, and troubleshooting logic, and guides that translate technical specifications into value propositions for CommOps teams. Build scalable processes to ensure knowledge dissemination is pr