Enablement & Operations Lead

Our client is the global leader in regulatory and sustainability intelligence, helping the world's largest companies navigate Environment, Health & Safety, Corporate Sustainability, and Product Compliance.

Their Expert Advisory business brings regulatory experts to clients around the world. The experts work directly with clients, while account managers own the client relationship and present the services. The business is growing, and growth needs an engine: clear processes, reliable data on capacity, the right tools, and account managers who know what can be delivered before it is sold.

This is that seat. Sitting inside the Expert Advisory team, you own the operating model that makes it scalable, repeatable, measurable, and commercially effective. You set the strategy, governance, roadmap, and KPIs of the Enablement & Operations cluster, and you stay hands-on: when a workflow can be automated, you build the automation yourself.

🚀 Responsibilities:

Strategy & governance

• Set the cluster strategy, priorities, governance model, roadmap, and performance expectations, in alignment with Expert Advisory leadership.

• Prioritize and sponsor operational improvements based on business value, risk, data readiness, adoption needs, capacity, and cross-functional dependencies.

Playbooks & standardization

• Lead the development and governance of playbooks, SOPs, templates, quality requirements, document controls, and review cycles.

• Make sure standards are actually adopted, and that adoption can be evidenced.

Resource planning & capacity

• Oversee demand forecasting, availability, allocation, workload risks, and escalation routines.

• Surface future capability needs before they become bottlenecks.

AI automation, tooling & data

• Design and build AI-powered automations and AI agents yourself (with Claude, no-code and workflow tools) to remove manual work from the team's processes.

• Govern the operational tooling and knowledge ecosystem: Jira, Confluence, SharePoint, CRM, reporting solutions, and knowledge systems, with the right human review, source validation, and access control on every AI-enabled workflow.

• Define KPI standards, evidence requirements, and reporting routines, and turn the data into clear insights for leadership.

Commercial enablement

• Equip account managers with the service content, information, and materials they need in front of clients.

• Lead the commercial enablement framework: qualification, feasibility, effort estimates, proposal and SOW support, and intake, hand in hand with Sales and Customer Success.

Leadership & stakeholders

• Partner with Expert Advisory leadership, service owners, account managers, Sales, Customer Success, Product, and Technology to clarify ownership and drive adoption.

• Manage and develop the Operations team, with clear priorities and realistic workload boundaries.

• Report in English to leadership on delivery, adoption, benefits, risks, and the decisions they need to take.

👤 Profile sought:

Experience

• Proven experience leading operations, enablement, service operations, process governance, or business systems.

• No regulatory or sustainability background required: we welcome operations profiles from any sector (professional services, logistics, tech scale-ups and more) who have worked hands-on with CRM, data, and workflow management.

• Track record designing operating models, process standards, roadmaps, and performance measures.

• Hands-on experience with capacity and resource planning, operational reporting, and data quality.

• Experience in a regulated or process-heavy environment is a plus.

AI & technical skills

• You already use AI in your daily work and build your own automations and simple AI agents (Claude, Zapier, Make, n8n or comparable). This is central to the role.

• Strong command of CRM, work-management, knowledge-management, and reporting platforms (Salesforce or HubSpot, Jira, Confluence, SharePoint, Power BI or comparable).

• Sound judgment on AI governance: human review, source validation, access control, and benefit tracking.

• Able to turn data and evidence into practical decisions.

Communication & languages

• Excellent communicator, especially in English, written and spoken: reporting and leadership communication happen in English.

• Portuguese or any additional language is an asset.

Soft skills

• Leads cross-functional initiatives and drives adoption without relying solely on direct authority.

• Strong people manager and coach, with real change-leadership skills.

• Balances strategic direction with hands-on execution.

🌍 Benefits & Culture:

• A rare mandate: build the operating model of a growing global advisory business, rather than inheriting someone else's.

• Real room to apply AI: you choose and build the automations that change how the team works.

• Real reach across the organisation: Expert Advisory leadership, account managers, Sales, Customer Success, Product, and Technology.

• A company that prioritizes its people, trusts them to deliver, and invests in their growth.

• Competitive compensation, benefits, and flexibility.

• Hybrid role.

💼 Department: Expert Advisory, Enablement & Operations

📍 Location: Lisbon (Hybrid)

📆 Start date: January 2027