Enablement Lead, Customer and Partner Support

Xometry is a digital marketplace connecting innovative ideas with manufacturers. They are seeking an Enablement Lead to build and optimize tools, training, and communications for their Customer & Partner Support network, ensuring frontline teams and partners deliver world-class service. Responsibilities 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 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 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 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 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 Skills 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 Benefits 401(k) match Medical, dental and vision insurance Life and disability insurance Generous paid time off including vacation, sick leave, floating and fixed holidays, maternity and bonding leave EAP Other wellbeing resources And much more Company Overview Xometry is an online marketplace that allows customers to access a network of machine shops and custom manufacturers. It was founded in 2013, and is headquartered in Gaithersburg, Maryland, USA, with a workforce of 1001-5000 employees. Its website is