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Enablement Lead, Customer and Partner Support

3 weeks ago

Lexington, KY, United States Xometry Full time

Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry's digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.

We are seeking a highly organized, strategic, and collaborative Enablement Lead to support our growing Customer & Partner Support network. This role is responsible for building, optimizing, and delivering the tools, training, and communications that empower our frontline teams, partners, and internal stakeholders to deliver world-class service. The ideal candidate blends strong instructional design expertise with operational understanding, exceptional communication skills, and a passion for enabling others to succeed.

Key Responsibilities
Training, Onboarding & Development
  • Design, maintain, and scale training programs across onboarding, upskilling, cross-training, and new product/process launches.
  • Develop and manage a structured training curriculum, including facilitator guides, e-learning modules, SOPs, assessments, and certification paths.
  • Partner with operations, quality, and product to identify skill gaps and deliver targeted enablement initiatives.

Knowledge Management

  • Own the creation, organization, and governance of the internal knowledge base (process documentation, SOPs, troubleshooting guides, playbooks).
  • Develop customer- and partner-facing knowledge resources, ensuring content is accurate, accessible, and aligned with brand and compliance requirements.
  • Implement content lifecycle management practices to ensure knowledge remains current, searchable, and actionable.

Communications & Change Management

  • Lead internal communications for support teams, including process updates, product launches, policy changes, and leadership announcements.
  • Create clear, concise, and audience-appropriate messaging for frontline teams, partners, and cross-functional stakeholders.
  • Play a central role in change management by ensuring teams understand what is changing, why, and how to adopt new processes or tools.
Cross-Functional Collaboration
  • Partner closely with Support Operations, Quality, Workforce Management, Product, Engineering, Sales, and Partner Management to ensure alignment on enablement needs.
  • Serve as the "voice of the frontline" in cross-functional meetings to advocate for clear processes, readiness, and effective rollout strategies.
  • Support operational initiatives by developing training and communication packages that accelerate adoption and drive measurable improvements.
Metrics & Continuous Improvement
  • Define and track key enablement KPIs (knowledge accuracy, content usage, onboarding effectiveness, competency scores, time-to-proficiency).
  • Conduct ongoing needs assessments, audits, and feedback loops to strengthen training and knowledge systems.
  • Identify and implement new tools or methodologies to improve content creation, delivery, and engagement.
Required Skills & Qualifications
  • 1-3+ years in Enablement, Training, Instructional Design, Knowledge Management, or Customer Support Operations (or equivalent experience).
  • Proven experience building scalable training programs and/or knowledge bases in a fast-paced environment.
  • Strong writing and editing skills with the ability to simplify complex information into clear, actionable content.
  • Demonstrated ability to design training materials (presentations, facilitator guides, e-learning, videos, assessments).
  • Experience with learning management systems (LMS), knowledge management platforms, and documentation tools.
  • Excellent communication and storytelling skills across diverse audiences and levels.
  • Strong project management skills with the ability to juggle competing deadlines and manage cross-functional stakeholders.
  • Analytical mindset with comfort using metrics to assess effectiveness and guide decision-making.
  • High level of ownership, adaptability, and curiosity; thrives in a dynamic environment with evolving priorities.

Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

For US based roles: Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.