Senior Training Manager

About the role

This senior leadership position is responsible for shaping the training strategy and knowledge‑management framework of a high‑performing customer service organization in the United States. Working remotely, you will guide a team of training specialists, design scalable learning solutions, and drive continuous improvement of employee performance and customer satisfaction.

Key responsibilities

• Lead strategic planning, development, and ongoing enhancement of training programs, onboarding initiatives, and knowledge‑management processes.
• Manage and mentor a team of training specialists while fostering a culture of continuous learning.
• Develop and maintain knowledge repositories, training documentation, and learning resources to ensure accuracy and accessibility.
• Analyze performance metrics, identify learning gaps, and implement targeted training solutions.
• Apply instructional design best practices, including the ADDIE methodology, to create engaging learning experiences.
• Partner with cross‑functional stakeholders to align training initiatives with business objectives and support organizational change.
• Oversee training operations such as performance management, coaching, recruitment support, and succession planning.

Required profile

• 5‑7 years of experience in training, learning and development, knowledge management, or a related field.
• Proven experience leading teams and managing multiple priorities in a fast‑paced environment.
• Strong expertise in instructional design, adult learning principles, and knowledge‑management best practices.
• Demonstrated ability to design inclusive learning materials for virtual and in‑person audiences.
• Excellent leadership, coaching, mentoring, relationship‑building, and change‑management skills.

Required skills