Support Enablement Lead: Scale Training & QA

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

Descripción de la vacante

Scale AI, Inc. seeks a Support Enablement Manager to build and scale training, onboarding, and QA programs for a high-performing contributor-support team.

You will own the full enablement lifecycle—from designing onboarding curricula to formalizing QA frameworks that drive measurable improvement across the support organization. This is a hands-on leadership role: assess the landscape, prioritize, build the plan, lead a small team, and deliver results while partnering with Regional Managers,

Formación

• 4–6 years in enablement, training, L&D, or instructional design, with 2+ years leading or managing a team.
• Demonstrated ability to build and scale training programs with measurable, lasting results.
• Exceptional written and verbal English with the ability to influence stakeholders at all levels.

Responsabilidades

• Own the enablement function end to end—assess gaps, prioritize initiatives, and drive to completion within scope.
• Onboarding & curriculum—design, build, and continuously improve structured training reflecting workflows, tools, and contributor standards.
• Coaching & development—provide ongoing training across all tiers and close skill gaps with targeted interventions.
• Quality assurance—own the QA program: scorecards, calibration, audits, and reporting with source-cited feedback.
• Knowledge base / SSOT—own the knowledge base and its review cadence, retire stale content.
• Team leadership—lead a small team, set priorities, coach, and ensure high-quality output.
• Cross-functional partnership—align initiatives with operational priorities with regional leadership.
• Reporting & insights—track metrics, surface trends, and show program impact and where to invest.

Conocimientos

Instructional design

Curriculum development

Leadership / people management

English proficiency

Herramientas

Zendesk

Slack

Google Workspace

LMS platforms

QA/scorecard tooling

Descripción del empleo

Scale AI, Inc. seeks a Support Enablement Manager to build and scale training, onboarding, and QA programs for a high-performing contributor-support team.

You will own the full enablement lifecycle—from designing onboarding curricula to formalizing QA frameworks that drive measurable improvement across the support organization. This is a hands-on leadership role: assess the landscape, prioritize, build the plan, lead a small team, and deliver results while partnering with Regional Managers,