Global Commercial & Customer Experience Capability & Enablement Leader

This role sits at the intersection of business performance and operational execution, focusing on how commercial and customer-facing teams perform across the end-to-end customer value chain. It translates business priorities into the right combination of capability, behaviors, tools, and ways of working to drive sustained behavior change and measurable business impact.

This position will be on-site in Irving, Texas.

Responsibilities

• Define and lead the global capability and enablement strategy aligned to commercial and operational priorities

• Identify opportunities to improve performance (e.g., margin, conversion, service levels) and translate them into targeted capability and behavior change initiatives

• Drive behavior change at scale by embedding role-based enablement into day-to-day execution

• Drive alignment across commercial and customer-facing teams to improve how work gets executed, strengthen handoffs, and deliver better customer outcomes

• Design and implement integrated solutions that combine capability, behaviors, ways of working, and supporting tools and processes

• Establish pragmatic governance to enable consistency, scalability, and disciplined execution

• Measure success through business outcomes, not learning metrics

• Build and lead a high-performing global team

Qualifications

• Proven track record of driving measurable business impact (e.g., margin, conversion, customer outcomes, service performance, cycle times)

• Experience in commercial enablement, customer operations, and performance transformation

• Strong understanding of how commercial and customer-facing operations work in practice across the end-to-end customer value chain

• Ability to translate business challenges into scalable capability and behavior change solutions

• Experience applying a business-first, problem-led mindset (not defaulting to training)

• Strong track record influencing (senior) stakeholders in global, matrixed environments

• Experienced in leading global teams

Competencies / Behaviors:

• Strong business acumen and understanding of commercial and operational drivers

• Performance consulting mindset (problem → root cause → targeted intervention)

• Focus on outcomes over activity

• Ability to operate across behaviors, ways of working, process, tools, and incentives

• Proven ability to drive behavior change at scale

• Influential communicator with the ability to engage and align cross-functional teams

• Ability to build structure and governance pragmatically

• Strong analytical and problem-solving capability