layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Operations Enablement Partner at EverDriven | LAYIQ

Location:

Greenwood Village, CO. Hybrid role - 4 days in the office and 1 day remote.

Responsibilities

Change Enablement and Adoption
Build and execute the end-to-end change and enablement plan for operational initiatives: stakeholder change profiles, communications, training, manager reinforcement asks, and adoption measurement, embedded in each initiative's project plan.
Partner with initiative sponsors and project leads at kickoff to define who is impacted, what specifically changes, and the adoption metrics.
Equip front-line supervisors and managers to carry each change: talking points, coaching prompts, and reinforcement activities they deliver in their own teams.
Track adoption at 30, 60, and 90 days after launch, feed results into the enablement scorecard, and recommend boosters when behavior is drifting.
Operations Onboarding and Training
Own job-readiness onboarding for the operations function: design and deliver the new-hire training that teaches Contact Center, Field Operations, and Inside Operations team members how to do their jobs.
Own and deliver Field Operations onboarding via a train-the-trainer model: ensure field-designated trainers know what they're doing, have the right materials, and provide oversight to confirm onboarding training is completed in the field.
Train and support our offshore trainers and monitor the quality of BPO-delivered training, providing oversight, coaching, and guidance to ensure vendor partners deliver training that meets our standards.
Hold onboarding to fixed service-level commitments; new-hire classes run on schedule regardless of what else is launching.
Run continuous training driven by QA results, product updates, and process changes, including targeted coaching interventions and role-specific boosters.
Process and Systems Focus
Translate process and system changes (CRM, routing, compliance, scheduling, and support tools) into clear, teachable workflows; partner with process improvement and product teams from the design stage.
Own rollout readiness for new operational tools: pilot feedback, wave planning support, job aids, and go-live support models.
Keep SOPs, knowledge content, and training in sync with how the work actually runs, in partnership with knowledge management.
AI-First Content Development
Use AI tools daily to draft training modules, job aids, communications, and assessments, then edit for accuracy and voice.
Build asynchronous-first: on-demand modules, microlearning, and flipped-classroom paths that scale across a dispersed workforce, with live sessions reserved for practice and coaching.
Contribute to one shared enablement content library; build once, reuse everywhere.
Administer LMS content for operations: assignments, reporting, and upkeep.
Facilitation
Facilitate live and virtual sessions across operations audiences, from frontline CSR classes to field leadership workshops.

Requirements

3+ years in enablement, training, or change execution supporting operations, contact center, or field teams.
Train-the-trainer experience: you've built or run a train-the-trainer model for a distributed team (field, offshore, or vendor-delivered), including creating trainer materials and monitoring training quality against a standard.
Hands-on change execution: you have played a core role in at least one end-to-end change or adoption effort (communications, training, reinforcement, measurement), owned major pieces of it, and can walk us through the plan and what you would do differently. Full ownership of a change is a plus; the appetite to own one here is required.
AI-first mindset: you already use AI tools as your default way to draft content and design learning, and you can show examples. AI speeds your drafting; your judgment makes it right.
Working knowledge of process mapping and systems thinking; comfortable reading a workflow, spotting where it breaks for the people doing it, and teaching the fix.
Strong facilitation and coaching skills, live and virtual, across frontline and leadership audiences.
Experience with an LMS and adoption or performance data; you measure whether behavior changed after the training.
Bachelor's degree preferred; equivalent experience in operations, training, or enablement considered in lieu of a degree.

Preferred Qualifications

Full ownership of an end-to-end change or adoption plan.
Change management certification (Prosci, CCMP, or similar).
Contact center training experience, including QA-driven coaching.
Experience overseeing offshore or BPO training vendors.
Rollout experience with CRM or workforce systems (Service Cloud, WFM, routing or dispatch tools).
Experience in K-12, logistics, transportation, or other dispersed field operations.

Operations Enablement Partner

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