Training Manager

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

📋 Description

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

• Convert intricate product science and standard operating procedures (SOPs) into engaging and memorable training materials.

• Design interactive training resources, knowledge base cards, and certification assessments.

• Conduct dynamic, live, on-camera training sessions for remote new employees.

• Promote and embed company culture and values from the very first day of onboarding.

• Provide direct, constructive feedback with compassion and support.

• Create and oversee the AI training curriculum.

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

• Collaborate across departments to ensure knowledge management systems remain current, precise, and consistent with the brand voice.

• Monitor new hire performance and training effectiveness.

• Adapt curriculum and training methods based on performance data.

• Recognize organization-wide skill gaps and develop targeted refresher programs alongside CX leadership.

• Oversee curriculum development, schedule live sessions, and track performance metrics.

• Connect CX leadership, new hires, and experienced agents regarding training-related topics.

⛳️ Requirements

• Demonstrated success in creating and delivering training programs within a customer-facing environment (call center, retail, hospitality, or similar).

• Proven experience in developing a training program, process, or system from inception.

• Extensive background in facilitating live, engaging sessions with strong public speaking and on-camera skills.

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

• Exceptional written and verbal communication skills, with a focus on tone sensitivity, empathy, and brand voice.

• Capability to manage curriculum development, scheduling, and performance metrics concurrently.

• Expertise in instructional design and curriculum development for customer-facing teams.

• Facilitation of live, camera-on training sessions on a large scale.

• Familiarity with AI-driven knowledge management and training tools.

• Data literacy and the ability to translate ramp/performance metrics into curriculum adjustments.

• Strong business writing skills with adaptability to brand voice.

• Outgoing, high-energy demeanor.

• Coaching-oriented mindset with the ability to provide direct feedback in a warm manner.

• High organizational skills and ability to follow through on multiple concurrent projects.

• Interest in health, wellness, and personal development.

• Ability to simplify complex technical or scientific concepts for non-expert audiences.

• Computer with a minimum of 8GB RAM and an Intel i5 or AMD Ryzen 5 processor or better.

• Internet connection speed of at least 40MBPS.

• Headset equipped with an extended noise-cancelling microphone and webcam.

• Backup computer and internet connection.

• Quiet, dedicated workspace at home.

• Reliable internet connectivity.

• Flexibility in working hours.

🏝️ Benefits

• No benefits package included.