Enablement Lead, Customer and Partner Support

Who you are

You are a highly organized and strategic Enablement Lead with a passion for empowering others to succeed. With a strong background in instructional design, you blend expertise in training development with an operational understanding of customer and partner support. Your exceptional communication skills allow you to effectively collaborate with frontline teams and internal stakeholders to deliver world-class service. You thrive in environments where you can design, maintain, and scale training programs that enhance onboarding, upskilling, and cross-training initiatives.

You have experience in developing structured training curriculums, including facilitator guides, e-learning modules, SOPs, assessments, and certification paths. You are adept at partnering with operations, quality, and product teams to identify skill gaps and deliver targeted enablement initiatives that drive performance and service excellence. Your ability to create and manage an internal knowledge base ensures that all resources are accurate and accessible, supporting both customer-facing and internal needs.

Desirable

You have a background in customer support or operations, which enhances your understanding of the challenges faced by frontline teams. Familiarity with knowledge management systems and tools is a plus, as is experience in developing customer-facing knowledge resources. You are committed to continuous improvement and are always looking for ways to enhance the training experience for both employees and partners.

What you'll do

In this role, you will be responsible for building and optimizing training programs that support the growth of Xometry's Customer & Partner Support network. You will design and maintain comprehensive training materials that cover onboarding, upskilling, and new product/process launches. Your focus will be on creating a structured training curriculum that includes facilitator guides, e-learning modules, and assessments to ensure that all team members are equipped with the knowledge and skills they need to excel in their roles.

You will partner closely with operations, quality, and product teams to identify skill gaps and develop targeted enablement initiatives that address these needs. Your role will also involve owning the internal knowledge base, ensuring that process documentation, SOPs, troubleshooting guides, and playbooks are well-organized and easily accessible. You will develop customer- and partner-facing knowledge resources that enhance the overall service experience.

Collaboration will be key in this position, as you will work with various stakeholders to ensure that training programs align with organizational goals and support the delivery of world-class service. You will also be responsible for evaluating the effectiveness of training initiatives and making recommendations for improvements based on feedback and performance metrics.

What we offer

At Xometry, we believe in the power of innovation and collaboration. We offer a dynamic work environment where you can make a significant impact on our customer and partner support operations. You will have the opportunity to work with a talented team dedicated to providing exceptional service and support. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.

Join us in our mission to connect people with big ideas to the manufacturers who can bring them to life. Together, we can shape the future of manufacturing and empower our customers to succeed.