Leading the execution of training programs, the full-time remote Customer Experience Training Manager will manage a team of trainers, ensuring high-quality learning solutions for internal teams and external partners while driving continuous improvement in training delivery. Key responsibilities Lead, coach, and develop internal trainers, setting performance standards for delivery quality and engagement Oversee day-to-day training operations, ensuring consistency in pacing, content fidelity, and graduation standards Analyze training performance metrics to identify learning gaps and implement improvements in training processes Required qualifications 5+ years in training/development within a contact center or similar operations environment, including 3+ years managing trainers Proven experience overseeing training delivery across outsourced/BPO partners Strong understanding of adult learning principles and instructional design fundamentals Data fluency with the ability to interpret training/performance metrics Experience with formal observation/calibration frameworks