CX Training Manager

Responsibilities

• Lead, coach, and develop a team of internal trainers and facilitators
• Own day-to-day training delivery operations across internal and BPO sites
• Partner cross-functionally with Quality and CX stakeholders to identify operational gaps
• Conduct regular trainer and classroom observations using a standardized rubric
• Analyze training performance metrics including assessment scores and nesting KPIs
• Partner with Instructional Design to translate learner feedback into content updates
• Serve as the primary point of contact for BPO training managers to ensure delivery standards and SLAs
• Lead calibration sessions to ensure consistent scoring across internal and BPO trainers
• Establish facilitation standards and coaching practices for all delivery modalities
• Manage escalations related to trainer performance or BPO delivery gaps
• Conduct periodic site visits and audits of BPO facilities

Requirements

• 5+ years in training/development within a contact center or similar operations environment
• 3+ years managing trainers or facilitators
• Proven experience overseeing training delivery across outsourced/BPO partners
• Strong grasp of adult learning principles and instructional design fundamentals
• Data fluency with ability to interpret training and performance metrics
• Strong project management and planning skills
• Excellent coaching, calibration, and stakeholder communication skills
• Experience with formal observation and calibration frameworks
• Familiarity with Learning Management Systems
• Experience training in multichannel support environments including voice, chat, and email

Benefits

• 100% company-paid health insurance
• 401(k) with company match
• Tuition and student loan repayment assistance
• Unlimited PTO
• Inclusive family leave policy
• Paid Wellness Days and Company holidays
• Monthly WFH stipend
• Paid sabbatical leave

About the Company

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility.