Director of Participant Enablement

About This Role

This Director of Participant Enablement role at Capital One is a strategic and technical builder's position, leading client and participant readiness initiatives. You will establish a dedicated enablement function, designing an end-to-end readiness system while managing the Customer Relationship Management (CRM) ecosystem and marketing tool stack. The role focuses heavily on optimizing Salesforce, merchant referral tools, and the broader enablement platform to drive performance and efficiency.

Responsibilities

• 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
• Oversee the adoption, integration, and governance of new marketing and enablement technologies to ensure they align with the integrated ecosystem
• Prioritize automation opportunities that reduce administrative friction for participants and internal teams while maintaining data accuracy standards
• 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
• Design workflows that ensure a seamless referral experience for participants, accurate attribution, and automated dashboard distribution
• Develop advanced Customer Relationship Management (CRM) dashboards and Key Performance Indicators (KPIs) to monitor the health of client programs, enablement initiatives, and referral performance
• Translate complex opportunities, engagement data, and referral metrics into actionable insights, surfacing recommendations to optimize participant engagement and drive conversion rates

Requirements

• 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

Nice to have:

• 5+ years of people management experience leading technical admins, enablement specialists or Customer Relationship Management (CRM) strategy managers