Enablement Manager (Support)

The Support Enablement Manager builds and scales the training onboarding and quality-assurance programs that power a high-performing contributor-support team. The role owns the full enablement lifecycle from designing and delivering onboarding curricula to formalizing QA frameworks that drive measurable improvement across the support organization. Enablement priorities are set in partnership with the Regional Manager; the Manager owns execution end to end within that scope and brings recommendations when scope needs to change. This is a hands-on leadership role: assess the landscape prioritize build the plan lead a small team and deliver results working cross-functionally with Regional Managers Team Managers SMEs and WFM.

• Own the enablement function end to end assess gaps prioritize initiatives and drive them to completion within scope agreed with the Regional Manager; surface recommendations when scope should change.
• Onboarding & curriculum own the end-to-end onboarding for new Support Specialists; design build and continuously improve structured training that reflects current workflows tools and contributor-experience standards so agents ramp quickly and confidently.
• Coaching & development build and maintain ongoing training across all tiers; partner with Team Managers to close skill gaps with targeted interventions that translate into performance improvement.
• Quality assurance own the QA program: scorecard design calibration audits and reporting; keep QA consistent fair and actionable and require that quality feedback cite a current source document.
• Knowledge base / SSOT own the support knowledge base and its review cadence so guides stay accurate and current and retire stale content.
• Team leadership lead develop and manage a small team of Enablement & QA Specialists; set priorities coach and keep the team unblocked and accountable to high-quality output.
• Cross-functional partnership align training and quality initiatives with operational priorities alongside Team Managers SMEs Workforce Management and regional leadership.
• Reporting & insights track enablement and quality metrics surface trends and recommendations and use data to show program impact and where to invest.

• Experience 46 years in enablement training L&D or instructional design with 2 years leading or managing a team. Demonstrated track record of building and scaling training programs from the ground up with measurable lasting results in a fast-paced tech or operations environment.
• Skills expert instructional design and curriculum development (scalable engaging outcome-driven); proven ability to assess complex process gaps establish structure and lead organizational change; exceptional written and verbal English with the ability to influence stakeholders at all levels.
• Technical proficiency with Zendesk Slack and Google Workspace; hands-on experience with LMS platforms training-delivery tools and QA/scorecard tooling; familiarity with Redash or Snowflake a plus.
• Attributes self-directed high ownership precise and consistently delivers finished work; balances strong independent execution with tight alignment on shared priorities.

• Experience owning a QA program (scorecards calibration) in a support BPO or contributor-marketplace context.
• Fully bilingual English / Spanish.
• Experience leading a distributed / remote team across LatAm.

• First 90 days audited existing training and QA aligned with regional leadership on what to formalize fix or retire and published a prioritized enablement plan.
• Establishes a training cadence the team trusts and benefits from with QA running consistently on calibrated scorecards and an up-to-date knowledge base.
• Measured against onboarding time-to-productivity / ramp velocity IQS (quality) critical-miss rate KC / assessment pass rate and QA audit coverage each trending to target.
• Impact is visible in ramp times agent confidence and the overall consistency of the contributor experience.

PLEASE NOTE:Our policy requires a 90-day waiting period before reconsidering candidates for the same role. This allows us to ensure a fair and thorough evaluation of all applicants.

About Us:

At Scale our mission is to develop reliable AI systems for the worlds most important decisions. Our products provide the high-quality data and full-stack technologies that power the worlds leading models and help enterprises and governments build deploy and oversee AI applications that deliver real impact. We work closely with industry leaders like Meta Ernst & Young Mayo Clinic Time Inc. the Government of Qatar and U.S. government agencies including the Army and Air Force. We are expanding our team to accelerate the development of AI applications.

We believe that everyone should be able to bring their whole selves to work which is why we are proud to be an inclusive and equal opportunity workplace. We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability status gender identity or Veteran status.

We are committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability please contact us at Please see the United States Department of Labors Know Your Rights poster for additional information.

We comply with the United States Department of Labors Pay Transparency provision.

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