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At TD Bank - Toronto

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Customer Experience Enablement Lead

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Senior CX Operations Lead

At Braze - San Francisco

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Cornerstone OnDemand

Enablement Operations Lead - India

Hyderabad, IndiaPosted 15 days ago

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About Cornerstone

At Cornerstone, we believe in AI that works in the service of people, amplifying their judgment to drive high-performing, future-ready organizations forward. Cornerstone Workforce AI™, the intelligence platform for workforce readiness, brings together workforce and labor market data into a proprietary Cornerstone People Graph™, translating signals into intelligence, targeting learning where it matters, developing critical skills, and surfacing hidden talent. Delivered as an open, enterprise platform across whatever application your people work in every day, Cornerstone Workforce AI is built for scale, security, and trust, with certified AI guardrails. As an industry leader, Cornerstone is helping approximately 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.

About the Role

The Partner & Services Enablement Operations Lead owns the operational backbone for the team, including ServiceNow support, learning and certification administration, partner readiness data, and partner demo-portal provisioning across Galaxy and Single Architecture. The role supports a sustained workload of approximately 825 ServiceNow requests a year from approximately 8,000 internal and external contacts. Its focus is to reduce avoidable demand, automate repeatable work, improve partner experience, and return consultant capacity to strategic enablement.

Role purpose : Deliver a scalable, data-led operations model for Partner and Services Enablement by combining effective case management with AI-assisted triage, self-service, process automation, automated portal provisioning, accurate readiness tracking, and strong lifecycle governance.

Key Responsibilities

• Own Partner and Services Enablement operations across ServiceNow, Salesforce, learning systems, readiness data, reporting, and stakeholder follow-up.

• Reduce ticket demand through ServiceNow AI triage and routing, self-service knowledge or support agents, workflow automation, and root-cause elimination.

• Manage partner demo-portal provisioning and lifecycle administration across Galaxy and Single Architecture, including validation, access, renewals, exceptions, retirement, and governance.

• Administer learning assignments, certification entitlements, vouchers, reminders, completion tracking, and escalations by partner tier.

• Maintain accurate Readiness Health bands and source-of-truth records that identify partner readiness risks and required interventions. Liaise with Enablement leads to develop communication plans to remediate readiness risks.

• Fulfil requests for partner and customer enablement-progress reporting, using Reporting 2.0 in the LMS to produce accurate, audience-appropriate reports for partners and internal stakeholders.

• Maintain operational dashboards covering demand, service performance, automation, portal delivery and lifecycle, readiness, partner satisfaction, and consultant capacity returned.

• Coordinate with Partner Management, Alliances, Services, Product Support, Learning Operations, Cornerstone University, Salesforce operations, and Enablement teams to remove recurring friction.

• Maintain scalable, auditable processes with appropriate privacy, security, access, data-quality, and responsible-AI controls.

What Success Looks Like

Success will be measured through the following operational outcomes:

• Request volume, backlog, first-response time, and resolution time against agreed service levels.

• Reduction in repeat tickets and percentage of eligible requests resolved through self-service or automation.

• Partner NPS or transactional satisfaction for enablement support.

• Portal demand, provisioning cycle time, on-time delivery, first-time-right rate, and exception resolution across Galaxy and Single Architecture.

• Percentage of active portals with accurate ownership and lifecycle records, with renewals, access reviews, and retirement decisions completed on time.

• Consultant hours returned to strategic enablement through centralisation, automation, and self-service.

• Accuracy, completeness, and turnaround time of partner and customer enablement-progress reports requested through ServiceNow or email.

Required Experience

• Experience in partner, services, enablement, learning, customer, or SaaS operations.

• Demonstrated success redesigning services or processes to reduce demand, increase self-service, automate workflows, and release specialist capacity.

• Hands-on experience with ServiceNow workflows, AI-assisted triage or routing, knowledge management, service levels, and reporting.

• Advanced proficiency, or the ability to become an expert, in LMS Reporting 2.0, including translating stakeholder questions into accurate partner and customer enablement-progress reports.

• Strong analytical, organizational, and stakeholder-management skills, including the ability to define baselines and operational KPIs.

• High standards for data quality, auditability, privacy, security, access management, customer confidentiality, and responsible AI.

AI & Continuous Learning

• Applies AI-assisted triage, routing, self-service, and workflow automation with appropriate human oversight, privacy, security, data-quality, and responsible-AI controls.

• Uses AI tools every day in their own work and can show an example where AI changed how the work is done, not just how fast.

• Evaluates AI output critically for accuracy, bias, privacy and data handling, and knows when a human must decide.

• Actively explores internal (Cornerstone AI) and external tools, brings recommendations to the team, and retires tools and processes that do not earn their place.

• Keeps skills current through communities, certifications, hands-on experimentation and industry learning, and shares what they learn with the team.

How You Work

• Customer obsessed: Start with the learner's and the account's problem, not the tool.

• Innovate and transform: Challenge the status quo and retire systems and processes that do not earn their place.

• Proactive: See problems and act before being asked.

• Get it done: Ship, measure and iterate.

• Forward looking: Plan for where technology and the business are going.

• AI native: Use AI daily to rethink work, not just accelerate it.

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About Cornerstone OnDemand

Size: 1,001 - 5,000 employees
Industry: Technology

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