CX Enablement Analyst

At BuildOps, we’re building a groundbreaking software solution designed to empower today’s commercial contractors. From service management to project execution, we’re reimagining how our customers operate. Our team thrives on ambition, innovation, and collaboration—qualities we look for in every new hire.

As a CX Enablement Analyst, you will play a pivotal role in CX Enablement, driving impact through supporting our Implementation and Customer Success (IM & CS) teams, driving process effectiveness, streamlining onboarding, and ensuring consistent program delivery across post-sales customer-facing functions. You will collaborate cross-functionally to document workflows, analyze processes, build training resources, and serve as an operational “connective tissue” for technology, process, and people enablement initiatives. Reporting to CX Enablement Manager, this role is perfect for someone who thrives in a dynamic, fast-paced environment and is excited about the prospect of contributing to a leading company in the industry. The ideal candidate is self-motivated, adaptable, and ready to take on new challenges as the company continues to grow and innovate.

What you’ll do:

• Analyze, refine, and document customer-facing IM & CS processes and workflows.
• Partner with Enablement Managers to deliver onboarding, training, and adoption programs for new and existing team members.
• Assess team needs using data, interviews, and feedback mechanisms; help design solutions to close skill, process, or knowledge gaps.
• Develop and maintain enablement materials (e.g., guides, SOPs, process documentation, LMS content, demo scripts, quick reference tools).
• Track and report on onboarding/training effectiveness by defining and monitoring key success metrics.
• Work with Product, Implementation, and Success leaders to roll out new content, tools, and enablement programs aligned to feature and process launches.
• Ensure process documentation and enablement assets remain current, accessible, and actionable for team members.
• Assist in scheduling, logistics, and communications for major onboarding and enablement initiatives.
• Support continuous improvement efforts by soliciting qualitative and quantitative feedback and recommending process improvements.

What we look for:

• 2+ years experience in an analyst, enablement, customer operations, or related business process/documentation function.
• Experience supporting customer-facing or post-sale teams (Implementation, Customer Success, Support).
• Strong analytical skills; ability to break down complex processes, identify gaps, and propose solutions.
• Excellent written/verbal communication and documentation skills.
• Proficiency producing clear, actionable guides, checklists, SOPs, and training materials.
• Comfort working cross-functionally in a fast-paced environment.
• Highly organized; skilled at planning, scheduling, and tracking multiple work streams at once.
• Detail-oriented, proactive, resourceful, and self-directed.
• Familiarity with enablement tools or learning management systems (LMS) is a plus.
• Prior experience with SaaS software, technical training, or operational excellence projects.
• Experience with process mapping, internal knowledge management, or user documentation.
• Technical writing experience is a strong plus.
• Bachelor’s degree or equivalent experience in Business, Communications, Education, or related field.

Who you are:

• A strategic thinker who thrives in a high-growth startup environment
• Comfortable navigating ambiguity and solving complex problems
• A self-starter who takes ownership and delivers results
• Collaborative, curious, and eager to learn from others
• A team player with integrity, grit, and a strong work ethic

What we offer:

• Negotiable base salary + annual bonus.
• Generous equity grant, become an owner in our company!
• A comprehensive benefits package
• Flexible PTO and hybrid work schedules
• Work from home stipend
• Hubs in Los Angeles, Toronto, and Raleigh with hybrid work schedules and daily lunch stipends for in-office days
• Company events like BBQs and team-building activities, both in-person and virtual
• Fast-paced, collaborative, and dynamic work environment
• Opportunities for growth and career advancement
• Chance to work with cutting-edge technology and innovative solutions
• The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers