Sr. Manager, Training

Reporting to the SVP of Operations, this leader manages three supervisors (Implementation, Training, Curriculum Design) and their teams. The role is equal parts strategy and execution: building the systems that produce accurate, consistent agent behavior at scale while personally driving high-priority projects forward. As the customer experience environment continues to evolve, automation is increasingly handling routine interactions, resulting in more complex and high-value customer engagements for frontline teams. The Training Manager will lead the development and execution of learning strategies that prepare employees to navigate these increasingly complex interactions with confidence, consistency, and excellence.