Training Manager
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Job Description
Training Manager building customer-experience training for a science-based wellness brand. Designing curriculum, leading live sessions, and integrating AI knowledge-management tools.
Responsibilities:
- Build and continuously improve onboarding and ongoing training curriculum covering product science, brand voice, software platforms, and soft skills
- Translate complex product science and SOPs into clear, memorable training content
- Create interactive training materials, knowledge base cards, and certification checkpoints
- Lead high-energy, live, on-camera training sessions for remote new hires
- Champion and instill company culture and values from a new hire’s first day
- Deliver direct, constructive feedback with care and encouragement
- Design and own AI training curriculum
- Train and refine internal AI-driven knowledge management tools
- Partner cross-functionally to keep knowledge management systems current, accurate, and aligned with brand voice
- Track new-hire ramp performance and training effectiveness
- Adjust curriculum and training approach based on performance data
- Identify team-wide skill gaps and build targeted refresher programs with CX leadership
- Manage curriculum development, live session scheduling, and performance metrics
- Connect CX leadership, new hires, and tenured agents on training-related matters
Requirements:
- Proven track record building and delivering training programs in a customer-facing environment (call center, retail, hospitality, or similar)
- Experience creating a training program, process, or system from the ground up
- Extensive experience facilitating live, interactive sessions with strong public speaking and on-camera presence
- Hands-on experience with AI tools and modern knowledge management platforms
- Excellent written and verbal communication with sensitivity to tone, empathy, and brand voice
- Ability to manage curriculum development, scheduling, and performance metrics simultaneously
- Instructional design and curriculum development for customer-facing teams
- Facilitation of live, camera-on training sessions at scale
- Working knowledge of AI-driven knowledge management and training tools
- Data literacy and ability to translate ramp/performance metrics into curriculum changes
- Strong business writing with brand-voice adaptability
- Outgoing, high-energy presence
- Coaching mindset and ability to give direct feedback with warmth
- High organizational capacity and follow-through across concurrent projects
- Curiosity about health, wellness, and personal growth
- Ability to simplify complex technical/scientific information for non-experts
- Computer with at least 8GB RAM and Intel i5 or AMD Ryzen 5 processor or higher
- Internet speed of at least 40MBPS
- Headset with extended noise-cancelling microphone and webcam
- Back-up computer and internet connection
- Quiet, dedicated workspace at home
- Reliable internet connection
- Flexibility with working hours
Benefits:
- No benefits package included
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