The Director, Customer Training & Enablement builds ICON's training program from the ground up, turning a decade of hard-won construction technology knowledge into structured learning that takes a new operator from zero to running a large-scale 3D printing operation. You will own the program end to end: the curriculum and content, the hands-on training operations, and the platform that credentials operators and measures how they perform in the field. This role reports to the Customer Success leader within Technology Operations and builds a team beneath it.
Working across Product Engineering, Technology Operations, Titan Platform Sales, Customer Support, and Marketing, you will pull ICON's technical knowledge into a program that customers recognize as a differentiated part of the ICON offering, one that drives adoption, satisfaction, and renewal. This is a build-it role for someone who has stood up complex programs in new or fast-moving domains, not a corporate learning-and-development specialist.
RESPONSIBILITIES:Program Strategy & Vision- Define the strategy, customer experience, and operating model for ICON's training program, and set the success metrics and KPIs that prove it works.
- Ensure training readiness for product launches, go-to-market plans, and delivery schedules, keeping curriculum aligned to product changes and field reality.
Learning Experience & Curriculum- Own the learning pathways, curriculum, and content strategy across hardware, software, materials, design, and operations, directing the designers who build and validate the frameworks.
- Partner with subject-matter experts across product and operations to translate deep technical knowledge into effective, scalable learning material, and build the knowledge base that has to sit behind it.
Training Delivery & Operations- Stand up and run a flagship training experience at ICON's Austin campus that blends classroom, hands-on printing, and simulation and VR methods.
- Run day-to-day training operations, including the facility, the printers, and the trainers who deliver the program.
Platform, Credentialing & Outcomes- Implement a sophisticated training platform, including an LMS, credentialing, and accreditation for operators.
- Measure operator field performance, feed those insights back into the program, and route recurring operator issues to product and engineering teams.
Workforce & Talent Pipeline- Shape the workforce strategy for who gets trained, from customer-supplied operators to newer pipelines such as military and trade-school talent funneled into print operations.
- Drive customer satisfaction and sustained product adoption through the quality of the operators the program produces.
Leadership & Expansion- Build and cultivate a team of trainers, coordinators, and instructional designers, and own program operations, budgets, and vendor relationships.
- Scale the program to new markets while holding performance and quality standards.
MINIMUM QUALIFICATIONS:- 10+ years in customer training, customer education, or learning and development, preferably in a technology or industrial environment.
- 5+ years of people management, including building or scaling a team.
- Technical aptitude to learn a complex engineering or hardware product deeply, with a proven ability to extract knowledge from technical SMEs and convert it into structured, scalable curriculum.
- Demonstrated knowledge of instructional design methodology and adult learning theory (for example, ADDIE or SAM) applied to competency frameworks and curriculum architecture.
- Strong track record of delivering training virtually, in person, and with technology.
- Demonstrated experience designing, implementing, and scaling training programs, ideally in ambiguous or early-stage environments.
- Proven success operating cross-functionally as a liaison across product, engineering, operations, sales, and support teams.
- Able to work on-site in Austin, TX, and to travel as needed to customer sites, company locations, and training events.
PREFERRED SKILLS AND EXPERIENCE:- Experience building a customer education or certification function from an early stage.
- Prior technical experience or education with hardware, robotics, or industrial technology.
- Experience implementing and administering LMS and credentialing platforms.
- Experience standing up programs for novel technologies, new markets, or new customer bases.
- Experience in a fast-paced, dynamic startup environment.
- Professional L&D credential (for example, ATD CPTD, CPTM, or Kirkpatrick certification).
- Exposure to 3D printing, additive construction, or emerging construction technologies.
