Customer Operations • Lead

Who you are

You have a strong background in instructional design and operational understanding, with a passion for enabling others to succeed. Your exceptional communication skills allow you to effectively collaborate with frontline teams, partners, and internal stakeholders. You are highly organized and strategic, capable of building and delivering tools and training that empower others. You thrive in environments where you can design, maintain, and scale training programs across various initiatives, including onboarding and upskilling. You understand the importance of knowledge management and are skilled in creating and organizing internal resources to support customer and partner interactions.

Desirable

Experience in a similar enablement role within customer support or operations is a plus. Familiarity with developing e-learning modules and structured training curriculums will set you apart. You are comfortable working with cross-functional teams to identify skill gaps and deliver targeted enablement initiatives. A background in process documentation and governance of knowledge bases will enhance your ability to succeed in this role.

What you'll do

In this role, you will be responsible for designing and implementing training programs that enhance the capabilities of customer and partner support teams. You will develop a structured training curriculum that includes facilitator guides, e-learning modules, and assessments. Your focus will be on onboarding new team members and providing ongoing development opportunities for existing staff. You will partner with operations, quality, and product teams to identify skill gaps and create targeted enablement initiatives that drive performance. Additionally, you will own the creation and governance of the internal knowledge base, ensuring that all resources are accurate and accessible. Your efforts will directly contribute to delivering world-class service to customers and partners.

What we offer

Xometry provides a dynamic work environment where you can make a significant impact on the success of our customer and partner support initiatives. You will have the opportunity to collaborate with a talented team and contribute to the growth of our organization. We value innovation and encourage you to bring your ideas to the table. As part of our commitment to employee development, we offer various training and professional growth opportunities. Join us in shaping the future of manufacturing and support our mission to connect people with big ideas to the resources they need to succeed.