Senior Product Enablement Specialist – White Label Mobile App

 

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.