Enablement Manager (Support) (AI)

TL;DR

Enablement Manager (Support) (AI): Building and scaling training, onboarding, and quality-assurance programs for a high-performing contributor-support team with an accent on instructional design and QA frameworks. Focus on designing structured curricula, managing a team of specialists, and driving measurable improvements in agent ramp velocity and quality.

Location: Must be based in the United States (Based on US Department of Labor compliance and Pay Transparency provisions)

Company

Scale AI develops reliable AI systems by providing high-quality data and full-stack technologies that power the world's leading models for enterprises and governments.

What you will do

• Own the end-to-end enablement function, including gap assessment, prioritization, and execution of training initiatives.
• Design and continuously improve onboarding curricula to ensure Support Specialists ramp quickly and confidently.
• Lead, develop, and manage a small team of Enablement & QA Specialists.
• Oversee the QA program, encompassing scorecard design, calibration, audits, and reporting.
• Maintain the support knowledge base as the Single Source of Truth (SSOT) to ensure documentation remains current.
• Track and report on enablement and quality metrics to demonstrate program impact on ramp velocity and quality.

Requirements

• 4–6 years of experience in enablement, training, L&D, or instructional design.
• 2+ years of experience leading or managing a team.
• Expertise in outcome-driven instructional design and curriculum development.
• Proficiency with Zendesk, Slack, and Google Workspace.
• Hands-on experience with LMS platforms and QA/scorecard tooling.
• Exceptional written and verbal English proficiency.

Nice to have

• Experience managing a QA program within a support or BPO context.
• Bilingual proficiency in English and Spanish.
• Experience leading distributed or remote teams across LatAm.
• Familiarity with Redash or Snowflake.

Culture & Benefits

• Inclusive and equal opportunity workplace.
• Commitment to reasonable accommodations for employees with disabilities.
• Opportunity to work at the forefront of AI development with global industry leaders.
• High-ownership environment focused on precise execution and professional growth.