CX Training Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and develop a team of internal trainers and facilitators, establishing clear performance benchmarks for delivery quality, engagement, and knowledge transfer.

• Oversee daily training delivery operations across both internal and BPO sites, ensuring consistent pacing, content accuracy, and adherence to graduation standards.

• Collaborate across functions with Quality and CX stakeholders to pinpoint operational gaps, synthesize feedback, and implement iterative enhancements to training processes in line with evolving departmental needs.

• Perform regular observations of trainers and classrooms (both internal and BPO) utilizing a standardized rubric; provide coaching, calibration, and corrective actions as necessary.

• Assess training performance metrics (such as assessment scores, nesting KPIs, AHT ramp, quality scores, and attrition during training) to identify learning gaps and promote continual improvement.

• Work with Instructional Design to convert learner feedback into content updates, ensuring that materials remain accurate and pertinent as products and policies change.

• Act as the main point of contact for BPO training managers, holding partners accountable for delivery standards (in collaboration with vendor management), SLAs, and graduation criteria while appropriately managing co-employment boundaries.

• Facilitate calibration sessions for internal and BPO trainers to ensure consistent scoring and a shared understanding of what constitutes being “ready for production.”

• Establish facilitation standards and coaching practices that foster engaging learning experiences across all delivery modalities.

• Handle escalations related to trainer performance, cohort risk, or BPO delivery shortcomings, balancing partnership with accountability.

• Conduct periodic site visits and audits of BPO facilities to verify in-person compliance with standards not observable remotely.

⛳️ Requirements

• 5+ years of experience in training and development within a contact center or similar operational environment, including at least 3 years managing trainers and facilitators.

• Demonstrated experience overseeing training delivery across outsourced/BPO partners, including managing co-employment considerations.

• Strong understanding of adult learning principles and instructional design fundamentals (not necessarily as the primary content creator).

• Data fluency - proficient in extracting and interpreting training and performance metrics to inform delivery decisions.

• Excellent project management and planning skills, with the ability to navigate competing priorities in a complex, multi-stakeholder training landscape.

• Exceptional coaching, calibration, and communication skills with stakeholders across internal and external audiences.

• Familiarity with formal observation and calibration frameworks.

• Knowledge of Learning Management Systems (though not primarily as the administrator).

• Experience in training within multichannel support environments (voice, chat, email).

🏝️ Benefits

• 100% company-paid health insurance for yourself.

• 401(k) with company match.

• Tuition and student loan repayment assistance - yes, we’ll contribute directly to your student loans!

• Remote-first environment.

• Unlimited PTO.

• Inclusive family leave policy that supports all new parents.

• Paid Wellness Days in addition to company holidays.

• Monthly WFH stipend.

• Paid sabbatical leave - tenured Roadies are given extra time to unplug, rest, and explore.

• The technology you need to get the job done.