Enablement Manager (Support)

Scale AI is looking for an Enablement Manager to build and scale training and quality-assurance programs for a contributor-support team in Mexico City. This role involves hands-on leadership and cross-functional collaboration. At Scale, our mission is to develop reliable AI systems for the world's most important decisions. Our products provide the high-quality data and full-stack technologies that power the world's leading models, and help enterprises and governments build, deploy, and oversee AI applications that deliver real impact.

• •Own the enablement function end to end — assess gaps, prioritize initiatives, and drive them to completion within scope agreed with the Regional Manager; surface recommendations when scope should change.
• •Onboarding & curriculum — own the end-to-end onboarding for new Support Specialists; design, build, and continuously improve structured training that reflects current workflows, tools, and contributor-experience standards, so agents ramp quickly and confidently.
• •Coaching & development — build and maintain ongoing training across all tiers; partner with Team Managers to close skill gaps with targeted interventions that translate into performance improvement.
• •Quality assurance — own the QA program: scorecard design, calibration, audits, and reporting; keep QA consistent, fair, and actionable, and require that quality feedback cite a current source document.
• •Knowledge base / SSOT — own the support knowledge base and its review cadence so guides stay accurate and current, and retire stale content.
• •Team leadership — lead, develop, and manage a small team of Enablement & QA Specialists; set priorities, coach, and keep the team unblocked and accountable to high-quality output.
• •Cross-functional partnership — align training and quality initiatives with operational priorities alongside Team Managers, SMEs, Workforce Management, and regional leadership.
• •Reporting & insights — track enablement and quality metrics, surface trends and recommendations, and use data to show program impact and where to invest.

• •Experience owning a QA program (scorecards, calibration) in a support, BPO, or contributor-marketplace context.
• •Fully bilingual English / Spanish.
• •Experience leading a distributed / remote team across LatAm.

• •Experience — 4–6 years in enablement, training, L&D, or instructional design, with 2+ years leading or managing a team.
• •Skills — expert instructional design and curriculum development (scalable, engaging, outcome-driven); proven ability to assess complex process gaps, establish structure, and lead organizational change; exceptional written and verbal English with the ability to influence stakeholders at all levels.
• •Technical — proficiency with Zendesk, Slack, and Google Workspace; hands-on experience with LMS platforms, training-delivery tools, and QA/scorecard tooling; familiarity with Redash or Snowflake a plus.
• •Attributes — self-directed, high ownership, precise, and consistently delivers finished work; balances strong independent execution with tight alignment on shared priorities.