Operations Enablement Specialist

About the Role:

The Operations Enablement Specialist will be responsible for designing, delivering, and continuously improving training and enablement programs across three core teams within Operations & Care: Customer Support, Onboarding, and Growth. This role exists to ensure that every customer-facing team member at AIO is rigorously trained, product-certified, and confidently equipped to represent AIO in front of US restaurant clients.

This is a high-impact internal role that sits at the intersection of learning & development, quality assurance, and operational excellence. The Enablement Specialist will serve as the single owner of training standards across Operations & Care — building structured programs that give management verifiable confidence in every customer-facing team member before and after they go live with clients.

The role reports directly to the Head of Operations & Care and will work in close partnership with team leads across Onboarding, Support, and Growth.

What will be your responsibilities?

Training Program Design & Delivery

• Design and deliver structured, role-specific training programs for Customer Support, Onboarding, and Growth teams, tailored to the unique responsibilities and client interaction styles of each function.

• Build and maintain a comprehensive product knowledge curriculum covering all active and upcoming AIO platform modules (e.g., POS, KDS, KIOSK, Loyalty, Gift Cards, Menu Manager, Payroll, etc.).

• Develop and update training collateral including SOPs, playbooks, quick reference guides, and onboarding decks as new product features are released or processes evolve.

• Conduct structured onboarding training for all new hires joining Operations & Care before they interact with any live customer.

Assessments, Certification & Scoring

• Design and administer written and practical assessments for each training module, with clear scoring rubrics and passing benchmarks.

• Issue formal certifications to team members upon successful completion of product training and assessment requirements, creating a documented record of readiness for each individual.

• Track certification status across all three teams and flag individuals who require remedial training or recertification due to product updates or performance gaps.

• Maintain a live certification dashboard accessible to team leads and management, providing visibility into team-wide readiness at any given time.

Mock Calls, Simulations & Customer Interaction Readiness

• Conduct structured mock calls and mock meetings with customer-facing team members, simulating real client scenarios across onboarding, support, and account management contexts.

• Develop a separate assessment framework for mock call evaluations — scoring tone, product knowledge accuracy, problem-solving, objection handling, and overall customer experience delivery.

• Provide detailed, written feedback to each individual after mock call sessions and track score progression over time.

• Partner with team leads to identify high-risk or underperforming individuals and design targeted coaching plans before they engage with live customers.

Quality Standards & Management Visibility

• Serve as the internal quality benchmark for what 'ready' looks like across all customer-facing roles — ensuring management has documented proof of competency for every team member.

• Produce regular reporting for the Head of Operations & Care on training completion rates, assessment scores, certification status, and mock call performance across all three teams.

• Identify recurring knowledge gaps or skill deficiencies at the team level and proactively redesign training content to address them.

Cross-Functional Collaboration

• Work closely with the Product team to stay ahead of upcoming feature launches and ensure training content is ready before new modules go live.

• Collaborate with HR on the design and rollout of a formal enablement function, including hiring plans, certification frameworks, and training SOPs.

• Partner with Onboarding, Support, and Growth leads to align training content with real-world workflows, client expectations, and team OKRs.

What are we looking for and what does it require to be the right fit for this role?

Key Requirements:

• Experience: 3–5 years of experience in a training, enablement, L&D, Instructional Design or quality assurance role, ideally within a SaaS, tech, or customer-facing operations environment. Experience in restaurant tech is a strong plus.

• Curriculum Design: Demonstrated ability to build structured training programs from scratch — including learning objectives, content development, assessment design, and certification frameworks.

• Assessment & Evaluation: Strong experience designing scoring rubrics, written assessments, and practical evaluation frameworks (including mock calls or simulations).

• Product Aptitude: Ability to quickly learn and deeply understand a complex SaaS product suite and translate that knowledge into clear, accessible training for non-technical audiences.

• Communication Skills: Excellent verbal and written communication skills; able to deliver engaging training sessions, provide constructive feedback, and produce clear documentation.

• Organizational Skills: Strong ability to manage multiple training tracks simultaneously across three teams, maintaining consistent quality and timelines.

• Analytical Skills: Comfort with tracking performance data, identifying trends in assessment scores, and using data to improve training outcomes.

• Technical Proficiency: Familiarity with CRM systems (e.g., HubSpot), project management tools (e.g., Asana, Jira), and LMS or training platforms is a plus.

• Adaptability: Ability to thrive in a fast-moving startup environment where product features, team structures, and customer needs are constantly evolving.

Why Join AIO?

Our mission is to revolutionize the US restaurant industry by providing a comprehensive and fully integrated solution that empowers restaurant owners to efficiently manage all aspects of their businesses. Our platform, designed to meet the unique challenges (post COVID-19) faced by restaurants, combines our patented AI technology with unparalleled customer support to help owners increase revenue, reduce costs, and improve their overall profit margins.

We believe that restaurants should be able to focus on delivering exceptional dining experiences to their customers, without the added stress of managing complex and disparate systems. That's why we offer an All-In-One super app platform for all of their needs, from front-of-the-house operations like ordering, payment, marketing and rewards, to back-of-the-house management like inventory, staff, and financials.

We are laser focused on becoming a significant player in the $55 billion restaurant tech SaaS market. You will be a part of a world class Silicon Valley funded startup.