Director, Customer Training

ICON builds robotic systems that construct buildings. In March 2026, the company commercially launched Titan, its multi-story robotic construction platform, and has raised more than $550 million to date. As Titan reaches builders in the field, ICON's success depends on those builders becoming confident, capable operators—this role ensures that through a world-class training program. The training program is the first hands-on touchpoint a customer has with ICON before they ever print, and it must deliver an exceptional experience.

About the Role

The Director of Customer Training & Enablement builds ICON's training program from the ground up, transforming 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: curriculum and content, hands-on training operations, and the platform that credentials operators and measures their field performance. This role reports to the Customer Success leader within Technology Operations and will build 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 supports 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/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.

Requirements

• 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 (e.g., 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 Qualifications

• 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 (e.g., ATD CPTD, CPTM, or Kirkpatrick certification).
• Exposure to 3D printing, additive construction, or emerging construction technologies.