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Enablement Lead, Customer and Partner Support

3 months ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
Xometry

Xometry

Xometry is a top AI-enabled marketplace for on-demand manufacturing, providing CNC machining, 3D printing, and more. Fast lead times and high-quality custom parts for engineers and designers worldwide.

Industrial Conglomerates
251-1K
Founded 2013
View All Jobs 40

Description

  • Design, maintain, and scale training programs for onboarding, upskilling, cross-training, and new product or process launches.
  • Develop and manage a structured training curriculum, including facilitator guides, e-learning modules, SOPs, assessments, and certification paths.
  • Partner with operations, quality, and product teams to identify skill gaps and deliver targeted enablement initiatives.
  • Own the creation, organization, and governance of the internal knowledge base, including process documentation, SOPs, troubleshooting guides, and playbooks.
  • Develop customer- and partner-facing knowledge resources that are accurate, accessible, and aligned with brand and compliance requirements.
  • Lead internal communications for support teams, including process updates, product launches, policy changes, and leadership announcements.
  • Create clear messaging for frontline teams, partners, and cross-functional stakeholders.
  • Support change management by helping teams understand what is changing, why it matters, and how to adopt new processes or tools.
  • Partner with Support Operations, Quality, Workforce Management, Product, Engineering, Sales, and Partner Management to align on enablement needs.
  • Define and track enablement KPIs and use feedback, audits, and needs assessments to improve training and knowledge systems.

Requirements

  • 1-3+ years of experience in Enablement, Training, Instructional Design, Knowledge Management, Customer Support Operations, or equivalent experience.
  • Proven experience building scalable training programs and/or knowledge bases in a fast-paced environment.
  • Strong writing and editing skills with the ability to simplify complex information into clear, actionable content.
  • Experience designing training materials such as presentations, facilitator guides, e-learning, videos, and assessments.
  • Experience with learning management systems (LMS), knowledge management platforms, and documentation tools.
  • Excellent communication and storytelling skills across diverse audiences and organizational levels.
  • Strong project management skills with the ability to manage competing deadlines and cross-functional stakeholders.
  • Analytical mindset with comfort using metrics to assess effectiveness and guide decision-making.
  • High ownership, adaptability, and curiosity in a dynamic environment with evolving priorities.

Interested in this position?

Apply directly on the company website

Apply Now

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