Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
The
Senior Training Manager is responsible for the overall success of the client and internal training for new agents, upskill training, new products, new policies, security, privacy, and internal programs. The TM partners with Clients and Management on training strategy to determine the overall vision, focus, and implementation of training. The TM manages the team of trainers and supports their ongoing professional development. The TM also owns the overall process, content, and program improvement to standardize and institutionalize training best practices across the organization
Job Requirements
- Lead the training strategy and roadmap, ensuring programs align with organizational goals, compliance needs, and performance outcomes.
- Oversee the delivery of training programs, ensuring facilitators, SMEs, and training teams execute sessions effectively and consistently.
- Conduct training needs assessments to identify skill gaps, workforce capability trends, and priority development areas.
- Manage and support the training team, including trainers, coordinators, or vendors—providing coaching, performance feedback, and operational guidance.
- Coordinate with instructional design or external partners to ensure content is accurate, up-to-date, and aligned with business objectives (but not created by this role).
- Own training operations, including scheduling, logistics, resource allocation, and stakeholder communication.
- Evaluate training effectiveness, using data and feedback to drive continuous improvement and evidence-based decisions.
- Partner with business leaders to support onboarding, role-specific training, compliance training, and organizational development initiatives.
- Maintain training standards, documentation, and processes to ensure consistency across regions, departments, or programs.
- Manage vendor relationships, ensuring third-party training solutions meet organizational expectations.
Qualifications
- 5–7+ years of experience in training or operations management, learning operations or a related leadership role.
- Demonstrated experience managing training teams and driving performance in a fast‑paced environment.
- Strong expertise in training delivery oversight, including facilitation standards, logistics, scheduling, and operational planning.
- Proven ability to conduct training needs assessments and translate findings into actionable training strategies.
- Experience partnering with instructional design teams or external clients to ensure content quality and alignment
- Data-driven decision-making skills, with the ability to analyze training metrics, identify trends, and evaluate program effectiveness.
- Strong stakeholder management and communication skills, with the ability to influence leaders and collaborate cross‑functionally.
- Excellent organizational and project management skills, including the ability to balance multiple priorities and deadlines.
- Knowledge of adult learning principles and best practices in training operations and program implementation.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
