Enablement Lead, Customer and Partner Support
Xometry is seeking a highly organized and strategic Enablement Lead to support its growing Customer & Partner Support network. This role focuses on developing and delivering tools, training, and communications that empower frontline teams, partners, and internal stakeholders to provide exceptional service. The ideal candidate will possess strong instructional design expertise, operational understanding, and excellent communication skills.
Key responsibilities include designing and maintaining scalable training programs for onboarding, upskilling, cross-training, and new product or process launches. The Enablement Lead will develop structured training curricula, including facilitator guides, e-learning modules, standard operating procedures, assessments, and certification paths. Collaboration with operations, quality, and product teams is essential to identify skill gaps and deliver targeted enablement initiatives.
The role also involves creating, organizing, and governing the internal knowledge base, encompassing process documentation, troubleshooting guides, and playbooks. Developing customer- and partner-facing knowledge resources to ensure content accuracy and accessibility is crucial. Additionally, the Enablement Lead will lead internal communications for support teams, manage change initiatives, and serve as the "voice of the frontline" in cross-functional meetings to advocate for clear processes and effective rollout strategies.
Candidates should have 1-3+ years of experience in enablement, training, instructional design, knowledge management, or customer support operations. Proven experience in building scalable training programs and knowledge bases in fast-paced environments is required. Strong writing and editing skills, proficiency in designing various training materials, and experience with learning management systems and documentation tools are essential. Excellent communication, project management skills, and an analytical mindset are also necessary.
The estimated base salary range for this role is $60,000 to $75,000 annually, depending on factors such as job-related skills, relevant experience, and location. Xometry offers a competitive benefits package, including a 401(k) match, medical, dental, and vision insurance, life and disability insurance, generous paid time off, maternity and bonding leave, employee assistance programs, and other well-being resources.