# Enablement Manager

**Company:** [Scale AI](https://hotfix.jobs/companies/scale-ai)
**Location:** Mexico City, Mexico
**Role:** Customer Support
**Experience:** 4+ years
**Skills:** Instructional Design, Curriculum Development, Zendesk, Slack, Google Workspace, Learning Management Systems, Quality Assurance, Qa Scorecards, Workforce Management, Redash, Snowflake, Training Delivery
**Posted:** 2026-08-04

> Leads the enablement function for a contributor-support organization, owning onboarding, curriculum, coaching, QA, knowledge management, and team leadership. Requires 4–6 years in enablement or related disciplines, management experience, and strong instructional-design and stakeholder-influence skills.

## Job Description

## 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.

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