Director of Customer Training & Enablement

iconcareers; Austin (TX); On-site; USD 180,000 - 240,000; Full time

Job summary

ICON builds robotic systems that construct buildings and operates a flagship training program in Austin to take operators from zero to running large‑scale 3D printing operations. The Director, Customer Training & Enablement owns curriculum, hands‑on training operations, and the platform that credentials operators and measures performance in the field.

Role involves leading cross‑functional collaboration with Product Engineering, Titan Platform Sales, Customer Support, and Marketing, building a

Qualifications

• 10+ years in customer training or learning and development in tech or industrial environments.
• 5+ years of people management, including building or scaling a team.
• Deep technical aptitude to learn complex engineering hardware and translate into scalable curriculum.
• Strong instructional design knowledge and adult learning theory (ADDIE or SAM).
• Proven track record delivering training virtually, in person, and with technology.
• Experience designing and scaling training programs in ambiguous or early-stage environments.
• Cross-functional collaboration across product, engineering, operations, sales, and support.
• Able to work on-site in Austin, TX, and travel as needed.

Responsibilities

• Define strategy, customer experience, and operating model for ICON's training program with KPIs.
• Ensure training readiness for product launches and GTM plans.
• Own learning pathways, curriculum, and content strategy across hardware, software, materials, and operations.
• Partner with SMEs to translate technical knowledge into scalable learning material.
• Stand up and run flagship training experience at ICON's Austin campus.
• Run day-to-day training operations, including facility, printers, and trainers.
• Implement a training platform with LMS, credentialing, and operator accreditation.
• Measure operator performance and feed insights back to product and engineering.
• Shape workforce strategy for who gets trained, including military and trade-school talent.
• Scale the program to new markets while maintaining quality.

Skills

Customer training leadership

People management

Instructional design

Adult learning theory

Cross-functional collaboration

Technical aptitude

Virtual and in-person training

LMS platforms

Tools

LMS platforms

Job description

ICON builds robotic systems that construct buildings and operates a flagship training program in Austin to take operators from zero to running large‑scale 3D printing operations. The Director, Customer Training & Enablement owns curriculum, hands‑on training operations, and the platform that credentials operators and measures performance in the field.

Role involves leading cross‑functional collaboration with Product Engineering, Titan Platform Sales, Customer Support, and Marketing, building a