The Training Manager leads and develops training teams across multiple locations, ensuring consistent and effective training delivery that supports operational performance and business goals. This role oversees onboarding, uptraining, and change-related training initiatives for customer-facing and operational teams, working closely with Operations, Quality, and Workforce partners. The Training Manager is responsible for evaluating training effectiveness, identifying skill gaps, and adjusting training strategies to meet evolving business needs. The role requires strong leadership, collaboration, and execution skills, along with the ability to manage multiple priorities and drive continuous improvement. Travel is required to support training delivery, team development, and alignment across locations.
Minimum Qualifications:
- Bachelor’s Degree or equivalent work experience
- At least 5 years experience in related field
- Experience managing a team
Primary Job Functions:
- Lead, coach, and develop training teams across multiple locations to ensure consistent, high-quality training delivery
- Oversee onboarding, uptraining, and change-related training initiatives for customer-facing and operational teams
- Monitor training effectiveness through performance metrics, quality results, and post-training outcomes
- Identify skill gaps and operational trends and adjust training strategies to support evolving business needs
- Ensure training content remains current and aligned with policies, procedures, systems, and customer experience standards
- Standardize training methodologies while accounting for location-specific requirements
- Partner with Operations, Quality, Workforce Management, and Leadership to support performance and productivity goals.
- Address complex training challenges using scalable, solution-oriented approaches
- Facilitate regular trainer meetings focused on alignment, best practices, and continuous improvement
- Maintain accurate training records, completion tracking, and performance reporting
- Prepare and present insights, recommendations, and progress updates to leadership
- Foster a culture of accountability, innovation, and continuous improvement within the training organization
- Strong leadership and coaching skills with experience managing training teams
- Solid understanding of adult learning principles and training delivery methods
- Ability to align training initiatives with operational and business goals
- Strong analytical and problem-solving skills to assess training effectiveness and address skill gaps
- Effective written and verbal communication skills, including presenting to leadership
- Proven ability to collaborate across Operations, Quality, Workforce, and HR teams
- Highly organized with the ability to manage multiple priorities and initiatives
- Experience with learning management systems and training technologies
- Continuous improvement mindset with a focus on accountability and scalability
The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.
Additional Information:
Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.#LI-Onsite
