Sr. Product Enablement Specialist

About the Role

The Senior Product Enablement Specialist serves as a subject-matter expert for the White Label Mobile App operation, handling high-complexity cases, major customer escalations, new platform challenges, and process improvements, billing and subscription related concerns.

In addition to independently managing complex apps, the Senior PES helps improve team performance through coaching, documentation, root-cause analysis, and collaboration with Product and Engineering.

Key Responsibilities

Advanced App & Escalation Management

• Own complex and high-priority White Label Mobile App cases.
• Handle advanced Apple and Google rejection scenarios.
• Lead investigation of recurring submission, build, account, and platform issues.
• Manage sensitive or escalated agency owner cases through resolution.
• Identify root causes and determine whether issues require operational, product, or engineering solutions.
• Coordinate directly with Product and Engineering on high-impact issues.
• Serve as the central point of contact to align support and billing departments on related customer issues.

Subject-Matter Expertise

• Serve as an escalation point for PES I and PES II specialists.
• Maintain advanced knowledge of Apple App Store and Google Play requirements.
• Investigate new rejection types and establish repeatable resolutions.
• Create and improve SOPs, troubleshooting guides, and internal documentation.
• Help ensure processes remain current as Apple, Google, and the White Label Mobile App product evolve.
• Leverage AI tools and platforms to streamline troubleshooting, accelerate SOP creation, and optimize internal documentation workflows.

Coaching & Team Enablement

• Coach and mentor PES I and PES II specialists.
• Assist specialists with complex cases and troubleshooting.
• Share best practices and recurring learnings with the team.
• Support onboarding and training of new specialists.
• Help identify knowledge and process gaps across the team.

Process & Operational Improvement

• Analyze recurring blockers, rejection trends, customer issues, and operational inefficiencies.
• Recommend opportunities for automation and process improvements.
• Partner with Product and Engineering to reduce manual work and recurring issues.
• Help improve operational SLAs, customer communication, tracking, and reporting.
• Participate in pilots and testing of new White Label Mobile App processes and features.
• Provide operational feedback based on customer and team experience.

Required Technical Skills

• Advanced working knowledge of the Apple and Google mobile app ecosystems, including submission, review, release, transfer, and account-management processes.
• Strong understanding of Apple Developer, App Store Connect, Google Play Console, certificates, identifiers, provisioning, API keys, APNs, and Firebase.
• Advanced troubleshooting of build failures, submission failures, store rejections, account/configuration issues, and mobile app integrations.
• Ability to investigate technical issues across multiple systems and determine whether the root cause is related to configuration, platform/store requirements, product behavior, customer setup, or Engineering.
• Strong understanding of APIs, JSON/configuration files, authentication/access concepts, logs, and developer tools sufficient to support technical investigation.
• Advanced Google Sheets/Excel skills and ability to build or improve operational trackers, reporting, data validation, and workflow automation.
• Experience designing and improving SOPs, technical workflows, troubleshooting guides, and escalation processes.
• Ability to identify opportunities for automation and reduction of manual operational work.
• Ability to reproduce technical issues and provide Engineering/Product teams with clear reproduction steps, evidence, expected behavior, and business impact.
• Ability to coach PES I and PES II team members on technical troubleshooting and complex app cases.

Qualifications

• Strong experience in product enablement, technical operations, SaaS support, mobile app operations, or a related field.
• Advanced troubleshooting and root-cause analysis skills.
• Strong knowledge of Apple and Google mobile app submission processes.
• Experience managing complex customer escalations.
• Ability to coach and support other team members.
• Strong written, verbal, and cross-functional communication skills.
• Ability to identify patterns and turn recurring problems into scalable solutions.
• Strong ownership and ability to operate independently.
• Typical Experience: 4–7 years

What Success Looks Like

• Complex and escalated cases are resolved efficiently.
• PES I and PES II specialists become increasingly self-sufficient.
• New Apple and Google issues are quickly understood, documented, and operationalized.
• Recurring problems result in process, product, or automation improvements.
• Operational bottlenecks and unnecessary manual work are reduced.
• Product and Engineering teams receive clear, actionable operational feedback.
• Agency owners receive consistent and high-quality support throughout the app lifecycle.

The Senior PES is an individual contributor with leadership responsibilities through expertise, coaching, escalation management, and operational improvement rather than direct people management.