CX Training Manager

Overview

This role is a leadership position focused on directing the strategy and execution of customer experience training programs on a large scale. The CX Training Manager oversees training operations, coaches facilitators, and ensures consistent educational experiences for internal teams and external partners, fostering a high-performance learning culture at the intersection of customer service, operations, and enablement.

Responsibilities

• Lead and develop a team of trainers and facilitators by setting clear standards for training quality, engagement, and knowledge transfer effectiveness.
• Manage day-to-day training operations across in-house teams and outsourced business partners, ensuring uniform pacing, accurate content delivery, and successful completion by all learners.
• Collaborate with Customer Experience, Quality Assurance, and operations teams to identify performance issues and refine training methods accordingly.
• Perform trainer observations and classroom assessments using structured evaluation tools, delivering coaching and improvement plans when necessary.
• Analyze key training metrics such as assessment results, ramp-up times, quality scores, and retention rates to fuel continuous enhancements.
• Work with instructional design experts to integrate learner feedback and keep training content current and effective.
• Maintain productive partnerships with external training vendors to align service expectations and performance objectives.
• Conduct calibration sessions to ensure consistency among trainers and establish clear readiness benchmarks for live production environments.
• Define facilitation and coaching best practices that promote engaging learning experiences across various delivery formats.
• Address escalated issues regarding training performance, learner progression risks, and vendor challenges while preserving strong working relationships.
• Carry out periodic audits and site visits to verify adherence to training standards.

Requirements

• Minimum of 5 years of training and development experience in contact center or similar operational environments, including at least 3 years managing trainer or facilitator teams.
• Demonstrated ability managing training programs implemented through outsourced or BPO partners.
• Solid grasp of adult learning theories and foundational instructional design principles.
• Competence in analyzing operational and training data to inform decision-making.
• Strong project management capabilities to juggle multiple priorities in complex settings.
• Exceptional coaching, communication, and stakeholder relationship skills internally and externally.
• Experience with trainer observation techniques, calibration processes, and performance measurement frameworks.
• Familiarity with Learning Management Systems and digital education platforms.
• Background supporting multichannel customer service platforms, including voice, chat, and email channels.
• Proven track record of cultivating accountability alongside collaboration and ongoing process improvements.

Benefits

• Competitive compensation and comprehensive rewards package.
• Fully remote work environment offering scheduling flexibility.
• Company fully pays for employee health insurance.
• 401(k) retirement savings plan with employer matching contributions.
• Tuition reimbursement and student loan repayment assistance.
• Unlimited paid time off policy to promote work-life balance.
• Inclusive parental leave available to all new parents.
• Additional paid wellness days beyond regular holidays.
• Monthly stipend to support work-from-home arrangements.
• Paid sabbatical leave eligibility for employees.
• Provision of necessary equipment and technology to perform job responsibilities effectively.