CX Training Manager in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CX Training Manager based in United States.

This role is an opportunity to lead the strategy and execution of customer experience training programs at scale.
You will oversee training operations, coach facilitators, and ensure consistent learning experiences across internal teams and external partners.
Working at the intersection of customer experience, operations, and enablement, you will help build a high-performing learning culture.
You will use data, coaching, and process improvement to strengthen training quality and accelerate team readiness.
The role offers significant ownership, cross-functional collaboration, and the chance to influence how customer interactions are delivered.
You will thrive in an environment that values accountability, innovation, and continuous improvement.

As the CX Training Manager, you will be responsible for leading training delivery operations, developing trainers, and ensuring learning programs consistently meet performance expectations. You will collaborate with internal teams and external partners to improve training effectiveness, maintain quality standards, and support business growth.

• Lead, coach, and develop a team of trainers and facilitators by establishing clear expectations for delivery quality, engagement, and knowledge transfer.
• Oversee daily training operations across internal teams and BPO partners, ensuring consistent pacing, content accuracy, and successful learner graduation.
• Partner with Customer Experience, Quality, and operational stakeholders to identify performance gaps and improve training strategies.
• Conduct trainer observations and classroom evaluations using structured frameworks, providing coaching and improvement plans when needed.
• Analyze training metrics, including assessment results, ramp performance, quality scores, and retention indicators, to drive continuous improvement.
• Collaborate with instructional design teams to incorporate learner feedback and maintain accurate, relevant training materials.
• Manage relationships with external training partners, ensuring alignment with service expectations, delivery standards, and performance goals.
• Facilitate calibration sessions to create consistency across trainers and define clear readiness standards for production environments.
• Establish facilitation best practices and coaching methods that create engaging learning experiences across different formats.
• Handle escalations related to training performance, learner risks, and partner delivery challenges while maintaining strong relationships.
• Conduct periodic audits and site visits to ensure training standards are consistently applied.

The ideal candidate is an experienced training leader with a strong background in customer experience operations, coaching, and large-scale learning delivery. You should combine operational expertise with strong communication skills and the ability to use data to improve training outcomes.

• 5+ years of experience in training and development within a contact center or similar operations environment, including 3+ years managing trainers or facilitators.
• Proven experience overseeing training programs delivered through outsourced or BPO partners.
• Strong understanding of adult learning principles and instructional design fundamentals.
• Ability to analyze training and operational performance data to make informed decisions.
• Strong project management skills with the ability to manage multiple priorities across complex environments.
• Excellent coaching, communication, and stakeholder management skills with both internal and external audiences.
• Experience with trainer observation, calibration processes, and performance frameworks.
• Familiarity with Learning Management Systems and digital learning platforms.
• Experience supporting multichannel customer service environments, including voice, chat, and email.
• Ability to build accountability while fostering collaboration and continuous improvement.

• Competitive total rewards package.
• Remote-first work environment with flexibility.
• 100% company-paid health insurance coverage for employees.
• 401(k) retirement plan with company matching contributions.
• Tuition assistance and student loan repayment support.
• Unlimited paid time off policy.
• Inclusive parental leave supporting all new parents.
• Paid wellness days in addition to company holidays.
• Monthly work-from-home stipend.
• Paid sabbatical leave for eligible employees.
• Company-provided technology and equipment needed to perform the role successfully.