SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Scale is seeking an Enablement Manager to build and scale training, onboarding, and quality-assurance programs for a high-performing support team in Mexico City. This is a hands-on leadership role that owns the full enablement lifecycle—from designing onboarding curricula to formalizing QA frameworks that drive measurable improvement across the support organization.
Key responsibilities include:
• Own the enablement function end-to-end: assess gaps, prioritize initiatives, and drive them to completion in partnership with the Regional Manager.
• Design and deliver structured onboarding for new Support Specialists, ensuring agents ramp quickly and confidently with current workflows and tools.
• Build ongoing coaching and development programs across all tiers; partner with Team Managers to close skill gaps with targeted interventions.
• Own the QA program: design scorecards, conduct calibration and audits, and maintain consistent, fair, actionable quality feedback.
• Manage the support knowledge base and its review cadence to keep guides accurate, current, and retire stale content.
• Lead, develop, and manage a small team of Enablement & QA Specialists; set priorities, coach, and keep the team accountable to high-quality output.
• Align training and quality initiatives with operational priorities through cross-functional partnerships with Team Managers, SMEs, Workforce Management, and regional leadership.
• Track enablement and quality metrics, surface trends and recommendations, and use data to demonstrate program impact.
Required qualifications: 4–6 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 in a fast-paced tech or operations environment. Expert instructional design and curriculum development skills; proven ability to assess complex process gaps and lead organizational change. Proficiency with Zendesk, Slack, and Google Workspace; hands-on experience with LMS platforms, training-delivery tools, and QA/scorecard tooling. Exceptional written and verbal English with ability to influence stakeholders at all levels.
Preferred: Experience owning a QA program in support, BPO, or contributor-marketplace context; bilingual English/Spanish; experience leading distributed/remote teams across LatAm.
