Enablement Manager (Support)

TL;DR

Enablement Manager (Support) (Training/QA): Building and scaling onboarding, curriculum, coaching, quality-assurance, and knowledge-base programs for a high-performing contributor-support organization with an accent on instructional design, measurable quality improvement, and operational consistency. Focus on leading a small enablement team, calibrating scorecards, analyzing performance metrics, and translating process gaps into scalable training interventions.

Location: Mexico City, Mexico

Company

Develops reliable AI systems, high-quality training data, and full-stack technologies that help leading organizations build and oversee AI applications.

What you will do

• Own the enablement function end to end, including gap assessments, prioritization, planning, execution, and recommendations on changing scope.
• Design, deliver, and continuously improve onboarding curricula and ongoing training for Support Specialists.
• Own QA scorecards, calibration, audits, reporting, and actionable quality feedback.
• Maintain the support knowledge base, review cadence, and source-document standards.
• Lead, coach, and develop a small team of Enablement and QA Specialists.
• Partner with regional and team managers, SMEs, and Workforce Management to align programs with operational priorities and use metrics to demonstrate impact.

Requirements

• 4–6 years of experience in enablement, training, L&D, or instructional design, including 2+ years leading or managing a team.
• Demonstrated experience building and scaling training programs from the ground up with measurable, lasting results in a fast-paced technology or operations environment.
• Expert instructional design and curriculum-development skills, with the ability to assess complex process gaps and lead organizational change.
• Exceptional written and verbal English is required, with the ability to influence stakeholders at all levels.
• Proficiency with Zendesk, Slack, Google Workspace, LMS platforms, training-delivery tools, and QA or scorecard tooling.
• Self-directed, precise, accountable, and able to deliver independently while staying aligned with shared priorities.

Nice to have

• Experience owning QA programs in support, BPO, or contributor-marketplace environments.
• Full English and Spanish bilingual proficiency.
• Experience leading distributed or remote teams across Latin America.
• Familiarity with Redash or Snowflake.

Culture & Benefits

• Inclusive and equal-opportunity workplace committed to reasonable accommodations.
• Cross-functional collaboration with regional leadership, operations, and subject-matter experts.
• Hands-on ownership of programs with measurable impact on ramp velocity, quality, and contributor experience.
• Applications are evaluated thoroughly, with a 90-day waiting period before reconsideration for the same role.