Enablement Manager

Responsibilities

• Own the enablement function end to end: assess gaps, prioritize initiatives, and drive them to completion within agreed scope.
• Design, build, and continuously improve onboarding curricula for new Support Specialists.
• Build and maintain ongoing training across all tiers and partner with Team Managers on targeted skill-gap interventions.
• Own the quality-assurance program, including scorecard design, calibration, audits, and reporting.
• Maintain the support knowledge base and review cadence; retire stale content.
• Lead, develop, and manage a small team of Enablement & QA Specialists.
• Partner with Team Managers, SMEs, Workforce Management, and regional leadership.
• Track enablement and quality metrics, surface trends, and recommend investments.

Requirements

• 4–6 years of experience in enablement, training, learning and development, or instructional design.
• 2+ years leading or managing a team.
• Demonstrated experience building and scaling training programs from the ground up with measurable, lasting results.
• Experience in a fast-paced technology or operations environment.
• Expert instructional design and curriculum-development skills.
• Ability to assess complex process gaps, establish structure, and lead organizational change.
• Exceptional written and verbal English communication skills.
• Proficiency with Zendesk, Slack, and Google Workspace.
• Hands-on experience with LMS platforms, training-delivery tools, and QA or scorecard tooling.
• Self-directed, precise, high ownership, and able to deliver finished work while aligning with shared priorities.

Nice-to-Haves

• Familiarity with Redash or Snowflake.
• Experience owning a QA program, including scorecards and calibration, in a support, BPO, or contributor-marketplace context.
• Full bilingual proficiency in English and Spanish.
• Experience leading a distributed or remote team across Latin America.

Success Measures

• Audit existing training and QA, align with regional leadership, and publish a prioritized enablement plan within the first 90 days.
• Establish a trusted training cadence, consistently calibrated QA scorecards, and an up-to-date knowledge base.
• Improve onboarding time to productivity, ramp velocity, IQS (quality), critical-miss rate, knowledge-check or assessment pass rate, and QA audit coverage.