Customer Service Enablement Specialist

Description

At The IRONMAN Group, our purpose is clear: to inspire people to unlock their greatest potential through sport, pushing beyond limits to become the fullest expression of human achievement. Through our BE ICONIC vision, we are building the most loved brands, producing the world’s most inspiring events, and fostering deeply engaged communities that change lives. By 2028, we aim to empower over a million athletes to cross a finish line each year and inspire a billion people worldwide through the power of the human spirit. As part of our team, you’ll join a high-performance, caring culture where innovation thrives, communities are uplifted, and every achievement, big or small, is celebrated. You’ll help shape experiences that fill hearts, consume minds, and enrich souls. This is more than a job. It’s a chance to be part of a global movement, to lead from the front, and to leave a legacy. Together, we create moments that last a lifetime. The IRONMAN Group is the world's largest operator of mass participation sports, delivering over 200+ events a year across 55+ countries thanks to a passionate global team. For more information, visit www.ironman.com/about-ironman-group.

The Global Customer Service Enablement Specialist is responsible for independently managing and executing customer service enablement and customer experience improvement initiatives across The IRONMAN Group’s global customer service operations. Applying functional expertise in customer service operations, tools, and processes, this role supports opportunities to improve efficiency and the customer journey, and partners cross-functionally to implement practical, scalable solutions.

This role supports system releases, registration launches, and event go-lives by ensuring customer-facing teams are prepared, informed, and equipped to deliver high-quality service. The Specialist regularly analyzes feedback, identifies root causes of issues, and recommends improvements with consideration for both near-term impact and long-term sustainability.

Requirements

Customer Experience & Enablement Execution

• Independently manage a portfolio of customer experience and operational improvement initiatives within the customer service enablement function.
• Organize and prioritize identified issues based on business impact, customer severity, and operational complexity.
• Apply professional judgment and experience to recommend practical solutions that improve both customer and employee experiences.

Launch, Release & Go-Live Support

• Support registration launches, system releases, and event go-lives by coordinating enablement readiness activities before, during, and immediately after launch.
• Develop documentation, communications, and support materials to ensure customer service teams are prepared to handle customer inquiries effectively.
• Identify risks or gaps related to launches and collaborate with partners to support timely resolution.

Insights, Analysis & Continuous Improvement

• Build and maintain feedback loops incorporating Voice of the Customer survey results, frontline Customer Service and Event Services input, and operational observations.
• Conduct side-by-sides, ticket reviews, and secret shopper exercises to identify root causes of recurring issues.
• Translate insights into actionable, sustainable improvement recommendations that consider both short-term fixes and longer-term enablement needs.

Tools, Content & Knowledge Support

• Contribute to the ongoing improvement of the Digital Help Center, Knowledge Base, FAQs, and internal support resources.
• Ensure content accuracy, usability, and alignment with system or process changes.
• Support adoption of tools and processes through clear documentation and effective communication.

Cross-Functional Collaboration

• Partner closely with Registration, Technology, Marketing, Merchandise, Event Operations, and Customer Service teams to triage issues and support resolution.
• Act as a knowledgeable, reliable point of contact for customer service enablement topics within assigned initiatives.
• Collaborate across regions to ensure consistency while supporting local customer service needs.
• Foster a positive, collaborative, and high performance culture within the team.
• Model IRONMAN’s BE ICONIC vision and promote inclusive behaviors that support teamwork, respect, and psychological safety onsite and offsite.

Qualifications and Skills

• Demonstrated experience in customer service operations, enablement, or process improvement. 
• Proven ability to manage projects or tasks independently while collaborating across teams. 
• Strong organizational and prioritization skills with the ability to manage multiple concurrent initiatives. 
• High comfort level with technology platforms, digital support tools, and operational systems. 
• Strong written and verbal communication skills, with the ability to translate insights into clear, actionable recommendations. 
• Experience supporting system launches, releases, or operational change initiatives preferred. 
• Business or related education preferred but not required with equivalent professional experience. 
• Multilingual skills a plus, not required.

The above declarations are not intended to be an “all inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and are a reasonable representation of its activities.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.