Senior Manager, Training
Core
Define and own the strategic vision for the Support Training function, developing a scalable learning roadmap that aligns training program design, onboarding, and continuous capability building with organizational growth objectives.
Role type
Senior Manager, Training
Builds
Scalable learning roadmaps, onboarding journeys, modular training tracks, and a Train-the-Trainer framework for a customer support organization.
Domain
Customer Support / SaaS / BPO
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Strategic planning, instructional design methodologies (ADDIE, Bloom's Taxonomy, Kirkpatrick), team leadership and mentoring, cross-functional stakeholder management, data analytics and ROI measurement, curriculum development, performance metrics analysis
Preferred skills
LMS platforms (WorkRamp, Docebo, Lessonly/Seismic, LearnUpon), customer support platforms (Kustomer, Zendesk, Salesforce Service Cloud, Freshdesk), content creation tools (Articulate Storyline, Rise, Camtasia, Canva), data analytics platforms (Domo, SQL, Tableau, Power BI, MaestroQA, Klaus)
Responsibilities
Develop and execute a multi-year strategic vision for support enablement; Act as the primary liaison between business stakeholders, QA, Product, Engineering, and the training team; Partner with QA to build a closed-loop feedback system for frontline knowledge gaps; Overhaul and own the first-year onboarding journey; Oversee the creation of technically rigorous, scenario-based learning experiences; Build modular training tracks tailored to multiple support functions; Directly manage, mentor, and develop a team of Training Specialists; Design and implement a Train-the-Trainer framework; Own training performance metrics and translate learning analytics into data-driven insights
Seniority
Senior, hands-on IC with team leadership