• Own Metrc’s customer education strategy and lifecycle-based curriculum architecture. • Design and maintain scalable, role-based learning pathways (e.g., administrators, regulators, operators). • Oversee LMS operations, content governance, and learning performance analytics. • Establish and lead a single-source-of-truth documentation and knowledge framework. • Ensure documentation accuracy, version control, and alignment with actual product behavior. • Implement processes for real-time documentation updates tied to product releases. • Own the strategy and execution of in-app education, including walkthroughs, tooltips, release banners, feature nudges, and contextual help. • Drive targeted, event-based education models using platforms such as Pendo or equivalent tools. • Build a predictable release readiness framework connecting Product, Enablement, Support, and CX. • Lead change enablement programs that ensure smooth customer adoption of new features and workflows. • Partner with Product, UX, subject matter experts, and Customer Success Managers to map customer workflows and surface friction points. • Lead “friction-to-action” cycles that translate insights into enablement solutions and product improvements. • Build, lead, and develop a multidisciplinary enablement team spanning instructional design, documentation, in-app learning, and enablement communications. • Establish KPIs to measure enablement impact, including case deflection, adoption rates, time-to-value, and customer satisfaction. • Serve as a cross-functional leader supporting long-term Customer Experience strategy.