CX Training Manager

About the role

The CX Training Manager will lead the strategy and execution of customer experience training programs at scale across internal teams and external partners. This role combines training operations, coaching, and data‑driven improvement to build a high‑performing learning culture.

Key responsibilities

• Lead and manage the delivery of CX training programs, ensuring consistent quality and learner graduation.
• Coach, develop, and set performance expectations for a team of trainers and facilitators.
• Oversee daily training operations for internal teams and BPO partners, maintaining content accuracy and pacing.
• Partner with Customer Experience, Quality and Operations stakeholders to identify performance gaps and refine training strategies.
• Conduct trainer observations, classroom evaluations and provide actionable coaching.
• Analyze training metrics such as assessment results, ramp performance, quality scores and retention to drive continuous improvement.
• Collaborate with instructional design to incorporate feedback and keep training materials up‑to‑date.
• Manage relationships with external training partners, aligning on service expectations and performance goals.
• Facilitate calibration sessions and define readiness standards for production environments.
• Establish best practices for facilitation and coaching across various learning formats.
• Handle escalations related to training performance, learner risk and partner delivery challenges.
• Conduct periodic audits and site visits to ensure training standards are applied consistently.

Required profile

• Proven experience leading large‑scale training delivery and operations.
• Strong background in customer experience or contact‑center environments.
• Demonstrated ability to coach and develop trainers and facilitators.
• Experience working with BPO partners and cross‑functional stakeholders.
• Data‑driven mindset with ability to analyze metrics and implement improvements.
• Excellent communication and collaboration skills.

Required skills