Associate Manager, Training

Summary

You are responsible for leading the operating discipline that enables training teams to successfully design, develop, deliver, and evaluate learning solutions that improve employee performance, operational readiness, customer experience, compliance, and business outcomes.

This role manages training execution, facilitator readiness, curriculum quality, stakeholder partnerships, training operations, team coaching, and leadership decision support across onboarding, upskilling, reskilling, and ongoing performance support initiatives.

Your role in our mission

Training Strategy & Curriculum Management

• Lead the planning, coordination, and execution of onboarding, new hire, upskilling, cross-training, refresher, compliance, and performance improvement programs.

• Ensure curriculum, job aids, facilitator guides, learner materials, assessments, and supporting resources remain current, accurate, and operationally aligned.

• Partner with operational leaders to identify learning needs and translate business requirements into scalable learning solutions.

Training Delivery & Facilitator Experience

• Ensure instructors are prepared, certified, and equipped to deliver consistent, high-quality learning experiences.

• Oversee training schedules, instructor assignments, learner readiness, and classroom performance across multiple programs and business units.

• Monitor classroom effectiveness and learner engagement through observation, assessments, coaching, and stakeholder feedback.

Learning Effectiveness & Business Performance Support

• Evaluate learning outcomes using assessments, learner feedback, operational performance trends, quality metrics, and other business measures.

• Identify performance gaps and recommend targeted interventions to improve knowledge, proficiency, and operational outcomes.

• Collaborate with operations, quality, workforce management, knowledge management, implementation, compliance, reporting and business leaders to ensure training solutions meet organizational needs.

• Provide data-driven recommendations regarding onboarding readiness, training throughput, facilitation effectiveness, learning investments, and capability-building priorities.

Training Operations, Tools & Continuous Improvement

• Monitor training performance metrics, completion rates, certification results, learner satisfaction, and business impact measures.

• Utilize learning technologies, reporting tools, virtual delivery platforms, LMS capabilities, and analytics to improve efficiency, scalability, and learning effectiveness.

• Support innovation, automation, and continuous improvement efforts that enhance the quality, consistency, and speed of learning delivery.

People Leadership & Enablement

• Lead, coach, and develop training team members, ensuring clear priorities, accountability, professional growth, and consistent execution.

• Review facilitator effectiveness, learner outcomes, stakeholder feedback, and operational performance metrics to strengthen team performance.

• Build effective partnerships with U.S. and global teams to ensure consistent learning practices and delivery standards.

What we're looking for

• Bachelor's degree or equivalent combination of education and experience.

• 5+ years of training, learning and development, instructional design, training delivery, performance enablement or related experience.

•Demonstrated capability in leading day-to-day training execution, coaching team members, and ensuring consistent application of learning standards and methodologies.

• Experience supporting instructor-led, virtual, blended, and digital learning programs in complex, multi-site, omnichannel, back-office, healthcare, insurance, or BPO service environments.

• People leadership experience, including coaching, performance management, prioritization, and development of high-performing teams.

• Strong analytical, critical-thinking, problem-solving, and decision-making skills.

• Excellent written and verbal communication skills with the ability to influence operational, business, and executive stakeholders.

• Experience working in hybrid U.S./global delivery models or cross-functional operational environments.

• Strong working knowledge of adult learning principles, learning technologies, virtual delivery platforms, Microsoft Office applications, learning analytics, and learning management systems.

What you should expect in this role

• Remote role able to support across U.S. time zones and global delivery partnership needs.
• Candidate must reside in California
• Regular collaboration with operations, workforce management, quality, knowledge management, implementation, technology, compliance, and business leaders.
• Opportunity to improve employee performance, operational readiness, learning effectiveness, service outcomes, and customer experience through strategic training leadership.
• Applications will be accepted until September 21, 2026.

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