Director, Product Enablement

About the role

impact.com is seeking a Director, Product Enablement to lead three interconnected functions in Cape Town: Technical Writing, Product Enablement, and the Partnerships Experience Academy (PXA). This senior leadership position will shape the operating model for documentation, training, certifications, video, and in‑app guidance, ensuring high‑quality, scalable content for a global SaaS platform.

Key responsibilities

• Lead managers and teams responsible for Technical Writing, Product Enablement, and PXA.
• Set priorities, operating rhythms, and quality standards across all three functions.
• Build a unified operating model linking documentation, learning, certifications, video, and in‑app guidance.
• Partner with Product, Product Marketing, Support, and subject‑matter experts to capture and organize complex knowledge.
• Drive structure, consistency, and reuse of content across teams.
• Improve the usefulness and quality of documentation, training, and in‑product guidance.
• Coach leaders and develop a high‑performing organization in Cape Town.

Required profile

• Proven experience leading teams in technical writing, product enablement, customer education, documentation strategy, or product operations.
• Experience managing managers or multiple related functions.
• Strong systems thinking and ability to organize complex information clearly.
• Cross‑functional leadership skills and comfort working with subject‑matter experts.
• Ability to thrive in ambiguity and translate broad direction into concrete execution.
• High judgment, excellent communication, and a strong quality bar.
• Background in B2B SaaS and complex product environments.

Required skills

• Pendo
• Posthog
• Learning Management System (LMS) platforms