Training Manager

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

📋 Description

• Develop and enhance onboarding and ongoing training programs that encompass product science, brand voice, software platforms, and essential soft skills.

• Design engaging training materials and certification checkpoints that align with the brand voice and operational standards.

• Expand the curriculum in tandem with team and product line growth.

• Conduct dynamic, on-camera sessions that keep remote new hires engaged and confident from the very first day.

• Provide agents with direct, constructive feedback delivered with care and support.

• Oversee session scheduling and manage cohort logistics effectively.

• Simplify complex product science and standard operating procedures into clear, memorable content that agents can utilize on the floor.

• Create and maintain knowledge base cards that remain accurate and true to the brand.

• Establish and oversee a centralized knowledge management system.

• Develop and manage the AI training curriculum for the Customer Experience (CX) team.

• Train and enhance internal AI-driven knowledge management tools.

• Stay updated with new AI tools and pinpoint areas where they can enhance team learning and productivity.

• Assess new-hire ramp performance and training effectiveness, modifying the curriculum based on real data insights.

• Collaborate with CX leadership to identify team-wide skill gaps and create targeted refresher programs.

• Embody and instill the company's culture and values from the first day of a new hire's journey.

⛳️ Requirements

• Demonstrated experience in constructing and delivering training programs within a customer-facing setting (such as call centers, retail, hospitality, or similar environments).

• Significant experience in leading live, interactive training sessions on camera, showcasing strong presentation and public speaking abilities.

• Practical experience with AI tools and contemporary knowledge management platforms.

• Exceptional written and verbal communication skills, with a keen sense for tone, empathy, and brand voice.

• Strong organizational abilities to concurrently manage curriculum development, scheduling, and performance metrics.

• Expertise in curriculum design and the development of interactive learning materials.

• Proficiency in live virtual facilitation and public speaking.

• Comfort with generative AI tools and knowledge management systems.

• Experience using performance data to enhance training outcomes.

• A computer equipped with at least 8GB RAM, an Intel i5 core processor or AMD Ryzen 5 Processor and above.

• Internet speed of at least 40MBPS.

• A headset with an extended microphone that features noise cancellation, along with a webcam.

• A backup computer and internet connection.

• A quiet, dedicated workspace at home.

• Must maintain a reliable internet connection and an undisturbed workspace.

• Required to provide a personal computer with an Intel Core i5 or a comparable or superior operating system.

• Commitment of 40 hours per week.

🏝️ Benefits

• Remote position.

• 40 hours per week.

• No benefits package provided.