Product Enablement Lead, WPP Open
Job Overview
WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.
Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.
WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.
Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.
Why we're hiring:
WPP is embarking on a monumental transformation, unifying our global agency network with WPP Open – a cutting-edge, AI-enabled marketing platform. This initiative isn't just a technological upgrade; it demands a profound shift in how our 100,000 employees work and collaborate worldwide.
Central to this ambitious transformation is the Change and Enablement Team within WPP Open. We are a critical strategic function, uniquely integrating Product Enablement and Workspace Enablement to deliver consistent, high-impact change and learning experiences across the entire WPP Open ecosystem. We act as the vital bridge, connecting Professional Services' product roadmap delivery with seamless end-user adoption. Our mission is clear: to ensure every new rollout, platform enhancement, and process improvement is not just understood, but enthusiastically embraced and sustained by our diverse agencies and client teams – delivered on time and with measurable impact.
This context sets the stage for a critical opportunity: we are seeking a proactive and detail-oriented Product Enablement Lead. In this pivotal role, you will spearhead the day-to-day operations and performance of our dedicated Product Enablement team. Within the Change and Enablement function, you will directly support the business by ensuring global users and clients receive timely, high-quality support and continuously updated learning resources. You will be instrumental in leading the team responsible for empowering end-users to seamlessly adopt and fully leverage the transformative WPP Open platform, directly contributing to our global success.
What you'll be doing:
The Product Enablement Lead is responsible for the operational management, performance, and development of the Product Enablement Analysts within the team. This includes managing support processes, overseeing the quality and delivery of training and documentation, and acting as the primary escalation point for complex user issues. This role is highly focused on execution, team performance, and maintaining the highest standard of user support to drive platform proficiency and satisfaction.
- Team Management & Coaching: Directly lead, mentor, and manage the team of Product Enablement Analysts, fostering a high-performance culture focused on user satisfaction and expertise in the WPP Open platform.
- Operational Oversight: Manage the daily workflow of the Product Enablement function, including ticket prioritization, support coverage (L1/L2), and adherence to Service Level Agreements (SLAs).
- Content Execution: Oversee the creation, maintenance, and dissemination of all user-facing enablement assets, including documentation, training materials, FAQs, and release notes, ensuring accuracy and alignment with the latest product roadmap.
- Feedback & Insight: Act as the primary conduit for user feedback and support insights, collaborating closely with the Programme Director and Product teams to prioritize friction points and content gaps.
- Process Improvement: Continuously review and optimize the user support and content delivery processes to enhance efficiency and accelerate the user’s time-to-proficiency on the platform.
- Operational Reporting: Track and report on key operational metrics for the enablement team, including support volume, resolution times, user satisfaction (CSAT), and content engagement rates, informing the overall Enablement Strategy.
- Rollout Support: Ensure the team is fully prepared for all new product feature rollouts, including pre-release testing of support content and internal team training.
What you'll need:
- Significant experience in Product Enablement, Customer Success, or Managed Services within a B2B or enterprise software environment.
- Demonstrated experience leading or managing a small to medium-sized support or enablement team (Analysts, Specialists, or similar roles).
- Proven ability to manage operational delivery and execute complex enablement plans derived from strategic objectives.
- Proficiency in developing and curating technical and non-technical training content and documentation (e.g., using tools like Gong, Salesforce Knowledge, or similar platforms).
- Excellent collaboration and communication skills, with a track record of translating product updates into actionable user-friendly content.
- Skilled in analysing operational data (e.g., ticket data, content views) to identify trends and drive team priorities.
- Solid understanding of standard IT/Product processes (e.g., agile development, release cycles, L1/L2 support models).
Who you are:
You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.
You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.
You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.
What we'll give you:
Passionate, inspired people – We aim to create a culture in which people can do extraordinary work.
Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.
Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?
#LI-Onsite
We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.
WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.