Digital Experience Center Manager – Training and Operational Success
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Job Description
Training Manager in fintech company responsible for training programs in a technology-enabled banking contact center. Leading onboarding and continuous education initiatives for financial institution customers and members.
Responsibilities:
- Own the design, delivery, and continuous improvement of onboarding programs for new hires supporting financial institution customers and members.
- Lead the development and maintenance of ongoing training and continuous education programs for agents, supervisors, and leaders.
- Establish and manage recurring training cadences, including refresher training, certifications, and upskilling initiatives.
- Define and maintain role-based learning paths aligned to operational expectations, quality standards, regulatory requirements, and career progression.
- Partner with, guide, and enable the DXC Training Specialist in the execution of new hire onboarding and continuous training programs, ensuring consistency, quality, and alignment to DXC standards.
Requirements:
- 4+ years of experience in a lead training capacity within operations, financial institution training preferred.
- Experience in banking or regulated financial services environments required.
- Proven experience owning onboarding and continuous education programs.
- Exposure to multi-tenant or multi-client contact center environments.
- Hands-on experience with CCaaS or similar contact center platforms.
- Working knowledge of Confluence and Jira.
- Strong communication, organizational, and analytical skills.
- Ability to influence engagement and adoption without direct authority.
Benefits:
- Annual Cash Bonus and Equity Options commensurate with the role level and experience
- 100% Remote
- Robust 401(k) plan
- Insurance - Health, Dental and Vision
- Flexible Paid Time Off
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