CX Training Manager

Accountabilities

• Lead training delivery operations, develop trainers, and ensure learning programs consistently meet performance expectations.
• Collaborate with internal teams and external partners to improve training effectiveness, maintain quality standards, and support business growth.
• Lead, coach, and develop a team of trainers and facilitators by establishing clear expectations for delivery quality, engagement, and knowledge transfer.
• Oversee daily training operations across internal teams and BPO partners, ensuring consistent pacing, content accuracy, and successful learner graduation.
• Partner with Customer Experience, Quality, and operational stakeholders to identify performance gaps and improve training strategies.
• Conduct trainer observations and classroom evaluations using structured frameworks, providing coaching and improvement plans when needed.
• Analyze training metrics, including assessment results, ramp performance, quality scores, and retention indicators, to drive continuous improvement.
• Collaborate with instructional design teams to incorporate learner feedback and maintain accurate, relevant training materials.
• Manage relationships with external training partners, ensuring alignment with service expectations, delivery standards, and performance goals.
• Facilitate calibration sessions to create consistency across trainers and define clear readiness standards for production environments.
• Establish facilitation best practices and coaching methods that create engaging learning experiences across different formats.
• Handle escalations related to training performance, learner risks, and partner delivery challenges while maintaining strong relationships.
• Conduct periodic audits and site visits to ensure training standards are consistently applied.

Requirements

• Experienced training leader with a strong background in customer experience operations, coaching, and large-scale learning delivery.
• Proven experience overseeing training programs delivered through outsourced or BPO partners.
• Strong understanding of adult learning principles and instructional design fundamentals.
• Ability to analyze training and operational performance data to make informed decisions.
• Strong project management skills with the ability to manage multiple priorities across complex environments.
• Excellent coaching, communication, and stakeholder management skills with both internal and external audiences.
• Experience with trainer observation, calibration processes, and performance frameworks.
• Familiarity with Learning Management Systems and digital learning platforms.
• Experience supporting multichannel customer service environments, including voice, chat, and email.
• Ability to build accountability while fostering collaboration and continuous improvement.

Benefits

• Competitive total rewards package
• Remote-first work environment with flexibility
• 100% company-paid health insurance coverage for employees
• 401(k) retirement plan with company matching contributions
• Tuition assistance and student loan repayment support
• Unlimited paid time off policy
• Inclusive parental leave supporting all new parents
• Paid wellness days in addition to company holidays
• Monthly work-from-home stipend
• Paid sabbatical leave for eligible employees
• Company-provided technology and equipment needed to perform the role successfully