Training Manager

About the Role

We are looking for a committed Training Manager to spearhead onboarding and continuous education for our distributed workforce. You will be tasked with growing our educational framework to match the scaling of our organization and product offerings. Collaborating directly with the customer experience leadership, you will guarantee that incoming staff are properly socialized into our culture and possess the expertise to succeed from their start date. This position calls for an individual capable of distilling intricate workflows and technical concepts into accessible, captivating learning materials for our high-performing remote representatives. In this capacity, you will host dynamic, live-streamed training workshops and coordinate the administrative details for cohorts and scheduling. Acting as a vital bridge between management and the operations department, you will utilize analytical data to assess training impact and pinpoint areas for improvement. You will also prioritize innovation by overseeing AI-based knowledge management systems and consistently investigating emerging technologies to optimize how the team gains knowledge and functions in a global remote setting.

Requirements

• You need demonstrated history in designing and executing training initiatives for customer-focused sectors, including retail, hospitality, or call centers.
• It is essential to have significant experience hosting live, interactive virtual meetings on camera, supported by adept presentation and public speaking abilities.
• You must be proficient in instructional design, knowledge management software, and generative AI technologies.
• You should exhibit superior written and spoken communication, with a keen aptitude for maintaining brand identity, empathy, and a professional demeanor.
• Strong logistical capabilities are necessary to handle curriculum creation, schedule management, and performance tracking at the same time.
• You must maintain a private, quiet workspace with a stable internet connection providing at least 40MBPS.
• You are required to supply your own hardware, specifically a computer with at least 8GB of RAM and an Intel i5 or AMD Ryzen 5 processor or better, as well as a professional headset with a noise-canceling microphone and a webcam.
• This is a full-time, 40-hour weekly remote role.

Responsibilities

• You will develop and refine onboarding and persistent training initiatives focused on product knowledge, brand messaging, software usage, and interpersonal skills.
• Your tasks involve developing engaging educational content and assessment milestones, while ensuring all knowledge base documentation is precise and reflects the company image.
• Facilitate enthusiastic, video-based training modules to maintain engagement, provide actionable coaching to representatives, and coordinate administrative tasks for training groups.
• Take ownership of AI curriculum architecture and provide training to staff on internal AI-powered knowledge management systems.
• Monitor performance metrics for new personnel to optimize training strategies and partner with CX leadership to construct specialized refresher training to close performance disparities.

Benefits & Perks

• This is a full-time, 40-hour weekly remote position.