Senior Manager, Training

About The Team

We are a dynamic team of instructional designers, curriculum creators, facilitators, and relationship builders. At our core, we are training professionals and cross-functional collaborators who thrive on connecting people with the learning they need to succeed.

About The Role

The Senior Manager, Training defines and owns the strategic vision for the Support Training function. In this high-impact role, you will develop a scalable learning roadmap that aligns training program design, onboarding, and continuous capability building with organizational growth objectives. You will lead a team of Training Specialists to transform support training into a strategic engine that directly improves the customer and frontline experience.

What You Will Do

• Develop and execute a multi-year strategic vision for support enablement that adapts to platform changes, new product launches, and scaling demands.
• Act as the primary liaison between business stakeholders, Quality Assurance (QA), Product, Engineering, and the training team to ensure training updates align with product and policy changes.
• Partner with the QA team to build a closed-loop feedback system that identifies recurring frontline knowledge gaps and translates them into targeted learning solutions.
• Overhaul and own the first-year onboarding journey, creating an engaging learning experience that minimizes frontline ramp time and reduces early-stage turnover.
• Create technically rigorous, scenario-based learning experiences, including call and chat simulations, sandbox environments, and role-playing exercises.
• Build modular training tracks tailored to multiple support functions, including Tier 1, Tier 2, Tier 3, Claims, and specialized support teams.
• Directly manage, mentor, and develop a team of Training Specialists, creating clear career development paths and fostering a high-performing learning organization.
• Design and implement a Train-the-Trainer framework to empower internal leaders and BPO vendor trainers to deliver high-quality instruction.
• Own training performance metrics, including completion rates, assessment scores, 30/60/90-day performance, and the relationship between training outcomes and operational KPIs.
• Translate learning analytics into clear, data-driven insights and recommendations for senior leadership and cross-functional stakeholders.

Your Profile

• 7+ years of experience in adult learning, instructional design, talent development, or a related field.
• 4+ years of experience leading and developing training teams within a high-volume Customer Support, SaaS, or BPO environment.
• Deep expertise in instructional design methodologies such as ADDIE, Bloom's Taxonomy, and Kirkpatrick's Levels of Evaluation.
• Strong analytical mindset with experience measuring training effectiveness and ROI through operational metrics such as FCR, AHT, CSAT, and QA performance.
• Exceptional verbal and written communication skills, with a proven ability to influence cross-functional stakeholders without direct authority.
• Strong leadership, coaching, and mentoring skills with a passion for developing high-performing teams.
• Able to manage multiple priorities and execute effectively in a fast-paced, evolving environment.
• Demonstrates Turo's values through work product and day-to-day team interactions.

Bonus

• Experience with LMS platforms such as WorkRamp, Docebo, Lessonly/Seismic, or LearnUpon.
• Experience with customer support platforms such as Kustomer, Zendesk, Salesforce Service Cloud, or Freshdesk.
• Experience using content creation tools such as Articulate Storyline, Articulate Rise, Camtasia, Canva, or AI-assisted video generation tools.
• Experience with data and analytics platforms such as Domo, SQL, Tableau, Power BI, MaestroQA, Klaus, or similar reporting tools.

Pay

The target base salary range in Phoenix is $115,000 - $140,000 annually. This role is also eligible for equity and benefits. In general, our ranges reflect the market-based target for new hire salaries based on the level and location of the role. Within the range, individual pay is determined by objective factors assessed during the application and interview process, such as job-related skills, experience, and relevant education or training.

Benefits

• Competitive salary, equity, benefits, and perks for all full-time employees.
• Employer-paid medical, dental, and vision insurance (Country specific).
• Retirement employer match.
• Turo host matching program.
• Turo travel credit.
• Cell phone and internet stipend.
• Paid time off to relax and recharge.
• Paid holidays, volunteer time off, and parental leave.

Work Environment

If you are from a background that's underrepresented in tech, we'd love to meet you. Aside from an award winning work environment and the opportunity to be part of the world’s largest car sharing marketplace, we are also growing the team quickly - join us!

Equal Opportunity Employer

We are committed to building a diverse team. If you are from a background that's underrepresented in tech, we'd love to meet you.