Senior Training Manager

Role overview

This is a senior leadership opportunity with a partner organization that oversees the hiring process directly. The role is open to candidates located in the United States and is focused on building a strong training and knowledge management function for a high-performing customer service team.

You will be responsible for shaping learning strategy, improving operational effectiveness, and strengthening employee performance through well-designed training initiatives. The position is fully remote and suited to an experienced learning and development leader who can create scalable programs, coach teams, and support organizational change.

What you'll do

• Set the direction for training, onboarding, and knowledge management programs so they support operational goals and employee success.
• Lead, coach, and develop a group of training specialists while also supporting the support desk operation and building a culture of accountability and learning.
• Build and refine knowledge libraries, training materials, and learning tools so information remains current, easy to access, and accurate.
• Review performance data, spot skill and knowledge gaps, and roll out focused learning solutions that raise service quality, employee effectiveness, and learner satisfaction.
• Use instructional design methods, including ADDIE, to develop engaging learning experiences for both new hires and current employees.
• Work closely with cross-functional partners to align training with business priorities, support change initiatives, and improve processes.
• Oversee training operations such as performance management, coaching, recruitment support, succession planning, and delivery of department objectives and strategic initiatives.

What we're looking for

We are seeking someone with 5 to 7 years of experience in training, learning and development, knowledge management, or a similar area, including experience leading teams and balancing multiple priorities in a fast-paced setting.

The ideal candidate will bring strong knowledge of instructional design, adult learning, training program development, and knowledge management practices. Experience creating accessible and inclusive learning content for both virtual and in-person audiences is important.

You should be comfortable analyzing data, identifying development opportunities, and translating findings into practical training improvements. Strong leadership, coaching, mentoring, relationship-building, and change management skills are essential, along with the ability to influence people across all levels of the organization.

Excellent organization, analytical thinking, problem-solving, communication, and independent project management skills are also required. Experience in contact center or travel services environments is helpful but not mandatory. A dependable home office setup and stable internet connection are expected, along with a strong commitment to collaboration, integrity, confidentiality, diversity, and mutual respect.

Compensation and benefits

• Base salary range of $86,750 to $94,750, depending on experience.
• Completely remote role with the flexibility to work from home.
• Medical, dental, and vision coverage with a substantial employer contribution.
• 403(b) retirement plan with a 5% employer match after one year of service.
• Up to 20 paid vacation days each year, plus one extra paid week off at the end of December.
• Employee travel discounts.
• Optional IATA membership.
• Access to LinkedIn Learning and additional professional development resources.
• Supportive, inclusive, and mission-driven environment centered on continuous learning and growth.

Application and hiring process

This opportunity is promoted on behalf of a partner employer, and that partner handles the application review and subsequent hiring steps. Applications are screened using an AI-assisted matching process to compare candidates against the role's core requirements before being shared with the hiring company. Final decisions, interviews, and assessments are managed by the employer's internal team.

Privacy and data use

By submitting an application, candidates acknowledge that their personal data may be processed to assess candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. Applicants may exercise rights such as access, correction, deletion, and objection at any time.

The recruitment process may also use AI tools to support tasks such as application review, resume analysis, response assessment, and signal detection for possible inconsistencies or verification issues. These tools assist recruiters but do not replace human judgment, and final hiring decisions are made by people. Additional questions about data processing can be directed to the employer.