About This Role:Manager, Customer Care Training & Delivery
About This RoleThe Manager, Customer Care Training leads the Customer Care training function, including new hire onboarding, ongoing learning, training content, readiness support, and adoption of approved learning technologies. This role is accountable for ensuring training programs prepare employees to perform effectively in a high-volume, regulated, and digitally evolving Customer Care environment.
This role manages Training & Development Specialists and partners closely with Customer Care Operations, Quality, Workforce Management, Support Readiness, Compliance, and other business partners to plan, deliver, and continuously improve onboarding, continuing education, systems training, AI-enabled learning initiatives, and change-readiness support.
The Manager ensures training is consistent, current, measurable, and aligned to operational priorities, quality expectations, compliance requirements, and employee readiness needs. The role uses training data, learner feedback, quality trends, operational metrics, and stakeholder input to identify gaps, recommend solutions, and support responsible adoption of approved AI tools and learning technologies.
What You'll Be Doing Training strategy, delivery and operations - Lead the planning, coordination, and delivery of Customer Care onboarding, role-based training, continuing education, systems training, refresher training, and change-readiness learning programs.
- Manage training schedules, facilitator assignments, learner communications, classroom or virtual learning logistics, and team coverage to meet operational needs.
- Ensure training programs are delivered consistently, reflect established curriculum and procedures, and remain aligned to business requirements, quality standards, compliance expectations, and approved operational changes.
- Support updates to training materials based on changes to processes, systems, products, policies, and procedures.
- Partner with stakeholders, subject matter experts, and business partners to obtain information needed to maintain accurate training content.
- Review participant and stakeholder feedback to recommend improvements to training materials and delivery on a regular basis.
- Facilitate training or provide coverage as needed.
- Use approved AI and digital learning tools to improve content development, learner engagement, knowledge reinforcement, and scalable training delivery.
- Support evaluation, implementation, and adoption of approved AI-enabled learning solutions in partnership with business, compliance, privacy, and technology stakeholders.
Employee readiness, performance and training effectiveness - Monitor learner attendance, completion, assessment results, proficiency progress, quality trends, and readiness indicators across assigned training programs.
- Coordinate knowledge checks, assessments, practice activities, and other established methods for evaluating learner readiness.
- Partner with Customer Care Operations, Quality, Workforce Management, and Support Readiness to identify recurring knowledge, skill, process, or adoption gaps and translate them into training reinforcement plans.
- Provide coaching and feedback to trainers regarding facilitation and training delivery.
- Track established training metrics, summarize trends, and provide regular updates, insights, and recommended actions to Customer Care leadership.
- Identify trends or recurring training needs and recommend appropriate follow-up actions.
- Support employees as they transition from training to production by coordinating reinforcement, coaching support, job aids, and readiness feedback loops with Operations and Quality.
- Use training data, learning analytics, operational feedback, and approved AI-generated insights to identify knowledge gaps, readiness risks, and development opportunities.
- Monitor the effectiveness of AI-enabled learning solutions and recommend improvements to support employee proficiency and performance.
Learning support for business change and transformation - Develop and coordinate training plans for new or updated processes, systems, products, policies, procedures, workflow changes, and technology-enabled ways of working.
- Partner with business leaders and subject matter experts to understand upcoming changes, assess learner impact, define training needs, and align timelines for readiness support.
- Ensure impacted training materials are updated and communicated to trainers and learners.
- Support adoption of new tools, processes, and workflows through training, job aids, coaching resources, reinforcement activities, and stakeholder feedback loops.
- Gather employee and trainer feedback following changes and escalate recurring issues or training needs as appropriate.
- Support training initiatives related to automation, AI-enabled business tools, digital channels, knowledge management, and other technology changes that affect Customer Care operations.
- Assist employees in adopting new digital and AI-enabled solutions through training, coaching, job aids, and reinforcement activities.
Compliance & Quality - Ensure training is delivered in accordance with established company policies, procedures, quality requirements, and applicable regulatory requirements.
- Maintain training documentation and records in accordance with established requirements.
- Coordinate required reviews and approvals of training materials.
- Partner with Quality, Compliance, Privacy, and other appropriate functions to address training-related requirements.
- Reinforce expectations related to quality, documentation, privacy, customer support standards, and escalation procedures.
- Support training-related activities associated with audits or inspections as needed.
- Support the responsible and compliant use of approved AI tools within training programs and learning content development.
People leadership and team management - Manage, coach, and develop Training & Development Specialists, setting clear expectations and supporting strong performance, accountability, engagement, and continuous growth.
- Establish team priorities, assign work, monitor progress, remove barriers, and ensure training deliverables are completed in alignment with business needs.
- Manage training schedules and team coverage to support operational needs.
- Provide regular feedback, coaching, and performance management for direct reports.
- Support development of trainer capabilities in facilitation, instructional delivery, learning technology, and training content development.
- Support the development of trainer capabilities related to AI tools, digital learning technologies, and emerging learning practices.
- Promote teamwork, accountability, continuous improvement, and a strong customer focus.
- Escalate resource, performance, or operational issues to management as appropriate.
About You Required Qualifications - Bachelor's degree or equivalent combination of education and relevant experience.
- 4+ years of experience in training, learning and development, customer care operations, or a related field.
- 1+ year of experience leading, supervising, coaching, or training.
- Experience delivering or supporting training programs in an operational environment such as Customer Care, contact centers, patient support, healthcare operations, or a similar service environment.
- Working knowledge of adult learning principles, facilitation, coaching, and training assessment methods.
- Experience developing or updating training materials, job aids, or other learning resources.
- Ability to coordinate multiple training activities, schedules, and priorities.
- Ability to use training results, employee feedback, and operational information to identify training needs and recommend improvements.
- Experience utilizing technology-enabled learning solutions, training platforms, or digital tools to support employee development and performance improvement.
- Ability to analyze performance and training data to identify trends and recommend learning solutions.
- Strong communication, organization, collaboration, and problem-solving skills.
- Experience using learning management systems, training technologies, or similar tools.
Preferred Qualifications - Experience in healthcare, medical device, life sciences, or another regulated industry.
- Experience supporting training within a contact center or customer support environment.
- Experience supporting remote or geographically distributed employees.
- Experience with scenario-based or proficiency-based training and assessment.
- Familiarity with Salesforce, contact center technologies, knowledge management platforms, or digital learning tools.
- Experience leveraging Artificial Intelligence (AI) tools to support training delivery, content development, knowledge management, coaching, or employee enablement.
- Experience implementing or supporting AI-enabled learning technologies, digital adoption platforms, or workforce development solutions.
- Familiarity with Generative AI tools and their application within learning and development environments.
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Location:Remote - US
Actual compensation may vary depending on job-related factors including knowledge, skills, experience, and work location.
Estimated Pay Range$103,000.00 - $134,000.00
