Operations Enablement Specialist

Focus: In-Flow Enablement · Ops Help Desk (Tier 1–2) · Living SOP Execution Layer

Why This Role Exists

Northpoint is deliberately moving away from tribal knowledge, ad hoc chat-based support, and static documentation.

We are building in-flow enablement—support that appears inside the tools and workflows where work is already happening, at the exact moment teammates need it.

This role exists to:

• Turn the Operations Help Desk into a trusted operating system
• Reduce cognitive load at the moment of execution
• Build task-level enablement teammates actually use
• Create the foundation for self-serve support and future AI agents
• Connect workflows, systems, and training into a coherent execution layer

This is not a traditional training role and not IT support.

It is an operations enablement role focused on execution, adoption, and signal.

What “In-Flow Enablement” Means

In-flow support is guidance that appears inside the system where work is happening (e.g., AppFolio), without forcing teammates to stop, search, or context-switch.

In-flow enablement:

• Is specific to the exact step being performed
• Answers “what do I do next?” in real time
• Minimizes thinking, searching, and second-guessing

If a teammate has to decide where to look for help, the system has already failed.

What Success Looks Like

• Teammates get help without leaving their workflow
• The same questions stop being asked repeatedly
• The Help Desk feels like part of the workflow—not a separate system
• Task-level job aids exist for critical workflows and stay current
• Enablement ships with operational change, not after the fact

Core Responsibilities

Operations Help Desk (≈50%)

• Serve as a primary responder for operations-related tickets (Tier 1–2 support)
• Handle AppFolio “how do I” questions, workflow clarification, and system usage issues (non-BI)
• Triage rigorously—IT access, permissions, and outages stay with IT
• Identify repeat questions and convert them into in-flow support

The Help Desk is not an interruption—it is the signal.

In-Flow Enablement Content (≈50%)

• Build task-level, in-flow job aids using Layerpath Studio (interactive walkthroughs, step-by-step guides, short videos)
• Capture workflows directly in context (especially AppFolio tasks)
• Create decision trees (“If X, then Y”) and early troubleshooting guidance
• Publish release notes alongside impacted workflows

The bar is not “documented.”

The bar is usable at the exact moment of work.

Living SOP System (Execution Layer)

Northpoint’s SOP system is intentionally layered:

• Workflow level: What the work is and why it exists
• Work instructions: How the work is done
• In-flow job aids: What appears during execution, inside the tool

Your work becomes the execution and enforcement layer of this system.

Ideal Profile

• Senior individual contributor with strong operational judgment
• Comfortable learning systems by doing the work
• Clear written and visual communicator
• Willing to spend meaningful time in support tickets
• Opinionated, curious, and pragmatic

Not a fit if you are:

• A traditional LMS or course-centric trainer
• A generic IT administrator
• Optimized for theory over execution

Role Details

• Location: Austin, TX
• Job Type: Full-Time

Why This Role Grows

This role evolves from:

Reactive support → proactive enablement

Content creation → systems reinforcement

If you enjoy building systems that quietly make organizations work better, this role was designed for you.