Lead, Support Enablement & Training Excellence

Scale; Ciudad de México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Scale is seeking a Support Enablement Manager in Mexico City to design and scale training, onboarding, and QA programs for a high-performing contributor-support team. The role owns the full enablement lifecycle—from onboarding curricula to formalizing QA frameworks—that drive measurable improvements across the support organization.

This hands-on leadership role requires assessing the landscape, prioritizing initiatives, building plans, and leading a small team.

Formación

• 4–6 years in enablement, training, L&D, or instructional design.
• 2+ years leading or managing a team.
• Excellent written and verbal English with the ability to influence stakeholders.

Responsabilidades

• Own the enablement function end to end, assess gaps, prioritize initiatives, and drive them to completion within scope agreed with the Regional Manager.
• Onboarding & curriculum – design, build, and continuously improve structured training that reflects current workflows and tools.
• Coaching & development – build ongoing training across all tiers and close skill gaps with targeted interventions.
• Quality assurance – own QA program: scorecards, calibration, audits, and reporting.
• Knowledge base / SSOT – own the knowledge base and review cadence to keep guides current.
• Team leadership – lead and develop a small team of Enablement & QA Specialists; align with cross-functional partners.

Conocimientos

Instructional design

Curriculum development

Stakeholder management

English communication

Leadership & coaching

Cross-functional collaboration

Herramientas

Zendesk

Slack

Google Workspace

LMS platforms

QA/scorecard tooling

Redash / Snowflake

Descripción del empleo

Scale is seeking a Support Enablement Manager in Mexico City to design and scale training, onboarding, and QA programs for a high-performing contributor-support team. The role owns the full enablement lifecycle—from onboarding curricula to formalizing QA frameworks—that drive measurable improvements across the support organization.

This hands-on leadership role requires assessing the landscape, prioritizing initiatives, building plans, and leading a small team.