Director of Participant Enablement

Director of Participant Enablement

Capital One is seeking a strategic and technical Director of Participant Enablement to lead our client and participant readiness initiatives. In this builder's role, you will stand up a dedicated enablement function, designing an end-to-end readiness system while managing our Customer Relationship Management (CRM) ecosystem and marketing tool stack. This role bridges strategy and execution, focusing heavily on optimizing Salesforce, merchant referral tools, and our broader enablement platform to drive performance and efficiency.

• Salesforce Strategy: Define and execute the roadmap for Salesforce and related enablement platforms, creating a single source of truth for participant metrics, referral tracking, and client performance analytics.
• Tool Integration: Oversee the adoption, integration, and governance of new marketing and enablement technologies to ensure they align with our integrated ecosystem.
• Automation: Prioritize automation opportunities that reduce administrative friction for participants and internal teams while maintaining data accuracy standards.

• Referral Tool Management: Lead the implementation and daily operation of merchant referral software—including Resource Allocation Management (RAM) and Referral Management Systems (RMS)—within the Salesforce environment, establishing one system of record for all merchant acceptance complaints.
• Program Optimization: Design workflows that ensure a seamless referral experience for participants, accurate attribution, and automated dashboard distribution.

• Performance Tracking: Develop advanced Customer Relationship Management (CRM) dashboards and Key Performance Indicators (KPIs) to monitor the health of client programs, enablement initiatives, and referral performance.
• Actionable Insights: Translate complex opportunities, engagement data, and referral metrics into actionable insights, surfacing recommendations to optimize participant engagement and drive conversion rates.

• Bachelor’s degree or military experience
• At least 8 years of experience in enablement operations, client or participant readiness or Customer Relationship Management (CRM) technology management
• At least 7 years of experience designing, configuring, optimizing and architecting Salesforce environments (including Sales Cloud, Service Cloud, Marketing Cloud, Pardot, or Experience Cloud)
• At least 4 years of experience integrating third-party tools, marketing technology stacks, and external referral systems (including Resource Allocation Management and Referral Management Systems) directly into Salesforce
• At least 5 years of experience building custom dashboards, defining Key Performance Indicator (KPI) frameworks, and executing data governance or data validation routines across enterprise Customer Relationship Management (CRM) systems

• 5+ years of people management experience leading technical admins, enablement specialists or Customer Relationship Management (CRM) strategy managers
• Salesforce Certified Administrator or Advanced Administrator, Salesforce Certified System Architect or Application Architect, Salesforce Certified Sales Cloud Consultant or Service Cloud Consultant certification(s)
• Experience with in financial services, payments networks, or fintech platforms—specifically managing merchant acceptance workflows, complaints tracking or partner referral systems
• Experience managing integrated Business-to-Business (B2B) or Business-to-Business-to-Consumer (B2B2C) marketing automation and enablement stacks (Salesforce Marketing Cloud, Account Engagement/Pardot, Hub Spot, or Marketo)
• Pro…