CX Training Manager

Key Responsibilities:

• 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.

Requirements:

• 5+ years of experience in training and development within a contact center or similar operations environment, including 3+ years managing trainers or facilitators.
• Proven experience overseeing training programs delivered through outsourced or BPO partners.
• Strong understanding of adult learning principles and instructional design fundamentals.

Benefits:

• Competitive total rewards package including 100% company-paid health insurance, 401(k) matching, tuition assistance, and student loan repayment support.
• Unlimited paid time off, inclusive parental leave, paid wellness days, and monthly work-from-home stipend.
• Paid sabbatical leave and company-provided technology and equipment.