CX Training Manager

Our Customer Experience Enablement team equips employees and BPOs with the knowledge, skills, and confidence to deliver exceptional experiences for our customers. As the CX Training Manager, you will lead the execution of training programs across Customer Experience, ensuring consistent, high-quality learning solutions for both internal teams and external partners. In this role, you will leverage your leadership, coaching, and operational expertise to drive training excellence, maintain delivery standards at scale, and ensure every learner is prepared to perform successfully while upholding the Roadie customer experience.

What You’ll Do

• Lead, coach, and develop a team of internal trainers/facilitators, setting clear performance standards for delivery quality, engagement, and knowledge transfer
• Own day-to-day training delivery operations across internal and BPO sites, ensuring consistent pacing, content fidelity, and graduation standards
• Partner cross-functionally with Quality and CX stakeholders to identify operational gaps, synthesize feedback, and drive iterative improvements to training processes aligned with evolving department needs
• Conduct regular trainer and classroom observations (internal and BPO) using a standardized rubric; provide coaching, calibration, and corrective action as needed
• Analyze training performance metrics (assessment scores, nesting KPIs, AHT ramp, quality scores, attrition during training) to identify learning  gaps and drive continuous improvement
• Partner with Instructional Design to translate learner feedback into content updates, ensuring materials stay accurate and relevant as products/policies evolve
• Serve as the primary point of contact for BPO training managers, holding partners accountable to delivery standards (in partnership with vendor management), SLAs, and graduation criteria while managing co-employment boundaries appropriately
• Lead calibration sessions across internal and BPO trainers to ensure consistent scoring and shared understanding of what “ready for production” looks like
• Establish facilitation standards and coaching practices that create engaging learning experiences across all delivery modalities
• Manage escalations related to trainer performance, cohort risk, or BPO delivery gaps, balancing partnership with accountability
• Conduct periodic site visits/audits of BPO facilities to validate in-person adherence to standards not visible remotely

What You Bring

• 5+ years in training/development within a contact center or similar operations environment, including 3+ years managing trainers/facilitators
• Proven experience overseeing training delivery across outsourced/BPO partners, including navigating co-employment considerations
• Strong grasp of adult learning principles and instructional design fundamentals (though not the primary content creator)
• Data fluency -  comfortable pulling and interpreting training/performance metrics to make delivery decisions
• Strong project management and planning skills, with the ability to balance competing priorities across a complex, multi-stakeholder training environment
• Excellent coaching, calibration, and stakeholder communication skills across internal and external audiences
• Experience with formal observation/calibration frameworks
• Familiarity with Learning Management Systems (though not the primary administrator)
• Experience training in multichannel support environments (voice, chat, email)