Scale Enablement Lead: Training, Onboarding & QA

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

Descripción de la vacante

Scale AI is seeking a Support Enablement Manager to build and scale training, onboarding, and QA programs for a high-performing contributor-support team in Mexico City. This hands-on leadership role owns end-to-end enablement and partners with regional leadership to optimize impact.

You will design curricula, develop QA frameworks, manage a small team of Enablement & QA Specialists, and drive measurable improvements across onboarding, knowledge accuracy, and agent performance.

Formación

• 4–6 years in enablement, training, L&D, or instructional design, with 2+ years leading or managing a team.
• Expert instructional design and curriculum development; 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.
• 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.

Responsabilidades

• 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.

Conocimientos

Instructional design

Curriculum development

English proficiency

Herramientas

Zendesk

Slack

Google Workspace

LMS platforms

Descripción del empleo

Scale AI is seeking a Support Enablement Manager to build and scale training, onboarding, and QA programs for a high-performing contributor-support team in Mexico City. This hands-on leadership role owns end-to-end enablement and partners with regional leadership to optimize impact.

You will design curricula, develop QA frameworks, manage a small team of Enablement & QA Specialists, and drive measurable improvements across onboarding, knowledge accuracy, and agent performance.