Director, Customer Training

ICON; Austin (TX); On-site; USD 170,000 - 230,000; Full time

Job summary

ICON is building robotic construction systems and recently launched Titan. We are seeking a Director, Customer Training to create a ground‑up program that takes operators from zero to running a large-scale 3D printing operation.

You will own the curriculum, hands‑on training operations, and the platform that credentials operators and measures performance in the field, reporting to the Customer Success leader in Technology Operations.

Qualifications

• 10+ years in customer training or learning & development, preferably in tech or industrial environments.
• 5+ years of people management, including building or scaling a team.
• Technical aptitude to learn a complex engineering or hardware product and translate SMEs knowledge into scalable curriculum.
• Demonstrated knowledge of instructional design methodology and adult learning theory (ADDIE/SAM).
• Strong track record delivering training virtually, in person, and with technology.
• Experience designing, implementing, and scaling training programs in ambiguous or fast-moving environments.
• Proven ability to collaborate cross-functionally with product, engineering, operations, sales, and support teams.

Responsibilities

• Define the strategy, customer experience, and operating model for ICON's training program, with clear KPIs.
• Own learning pathways, curriculum, and content strategy across hardware, software, materials, design, and operations; guide designers.
• Stand up and run a flagship training experience at ICON's Austin campus, blending classroom, hands-on printing, and simulations/VR.
• Implement an LMS, credentialing, and accreditation for operators; measure field performance and feed insights back to product/engineering.

Skills

Customer training

People management

Instructional design

Adult learning

Cross-functional

LMS

Program management

Training delivery

Tools

LMS platforms

Job description

ICON builds robotic systems that construct buildings. In March 2026 the company commercially launched Titan, its multi-story robotic construction platform, and has raised more than $550 million to date. As Titan reaches builders in the field, ICON's success depends on those builders becoming confident, capable operators, and that is what this role builds. The training program is the first hands‑on touchpoint a customer has with ICON before they ever print, and it has to be an exceptional experience.

The Director, Customer Training builds ICON's training program from the ground up, turning a decade of hard-won construction technology knowledge into structured learning that takes a new operator from zero to running a large-scale 3D printing operation. You will own the program end to end: the curriculum and content, the hands‑on training operations, and the platform that credentials operators and measures how they perform in the field. This role reports to the Customer Success leader within Technology Operations and builds a team beneath it.

Working across Product Engineering, Technology Operations, Titan Platform Sales, Customer Support, and Marketing, you will pull ICON's technical knowledge into a program that customers recognize as a differentiated part of the ICON offering, one that drives adoption, satisfaction, and renewal. This is a build‑it role for someone who has stood up complex programs in new or fast‑moving domains, not a corporate learning‑and‑development specialist.

RESPONSIBILITIES

Program Strategy & Vision

• Define the strategy, customer experience, and operating model for ICON's training program, and set the success metrics and KPIs that prove it works.
• Ensure training readiness for product launches, go‑to‑market plans, and delivery schedules, keeping curriculum aligned to product changes and field reality.

Learning Experience & Curriculum

• Own the learning pathways, curriculum, and content strategy across hardware, software, materials, design, and operations, directing the designers who build and validate the frameworks.
• Partner with subject‑matter experts across product and operations to translate deep technical knowledge into effective, scalable learning material, and build the knowledge base that has to sit behind it.

Training Delivery & Operations

• Stand up and run a flagship training experience at ICON's Austin campus that blends classroom, hands‑on printing, and simulation and VR methods.
• Run day‑to‑day training operations, including the facility, the printers, and the trainers who deliver the program.

Platform, Credentialing & Outcomes

• Implement a sophisticated training platform, including an LMS, credentialing, and accreditation for operators.
• Measure operator field performance, feed those insights back into the program, and route recurring operator issues to product and engineering teams.

Workforce & Talent Pipeline

• Shape the workforce strategy for who gets trained, from customer‑supplied operators to newer pipelines such as military and trade‑school talent funneled into print operations.
• Drive customer satisfaction and sustained product adoption through the quality of the operators the program produces.

Leadership & Expansion

• Build and cultivate a team of trainers, coordinators, and instructional designers, and own program operations, budgets, and vendor relationships.
• Scale the program to new markets while holding performance and quality standards.

Minimum Qualifications

• 10+ years in customer training, customer education, or learning and development, preferably in a technology or industrial environment.
• 5+ years of people management, including building or scaling a team.
• Technical aptitude to learn a complex engineering or hardware product deeply, with a proven ability to extract knowledge from technical SMEs and convert it into structured, scalable curriculum.
• Demonstrated knowledge of instructional design methodology and adult learning theory (for example, ADDIE or SAM) applied to competency frameworks and curriculum architecture.
• Strong track record of delivering training virtually, in person, and with technology.
• Demonstrated experience designing, implementing, and scaling training programs, ideally in ambiguous or early‑stage environments.
• Proven success operating cross‑functionally as a liaison across product, engineering, operations, sales, and support teams.
• Able to work on‑site in Austin, TX, and to travel as needed to customer sites, company locations, and training events.

Preferred Skills and Experience

• Experience building a customer education or certification function from an early stage.
• Prior technical experience or education with hardware, robotics, or industrial technology.
• Experience implementing and administering LMS and credentialing platforms.
• Experience standing up programs for novel technologies, new markets, or new customer bases.
• Experience in a fast‑paced, dynamic startup environment.
• Professional L&D credential (for example, ATD CPTD, CPTM, or Kirkpatrick certification).
• Exposure to 3D printing, additive construction, or emerging construction technologies.

ICON is an equal opportunity employer committed to fostering an innovative, inclusive, diverse and discrimination‑free work environment. Employment with ICON is based on merit, competence, and qualifications. It is our policy to administer all personnel actions, including recruiting, hiring, training, and promoting employees, without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability, marital status, veteran status, or any other legally protected classification in accordance with applicable federal and state laws. Consistent with the obligations of these laws, ICON will make reasonable accommodations for qualified individuals with disabilities.

Furthermore, as a federal government contractor, the Company maintains an affirmative action program which furthers its commitment and complies with recordkeeping and reporting requirements under certain federal civil rights laws and regulations, including Executive Order 11246, Section 503 of the Rehabilitation Act of 1973 (as amended) and the Vietnam Era Veterans' Readjustment Assistance Act of 1974 (as amended).