Director of Customer Training & Operator Readiness

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 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.