Manager, Customer Care Training & Delivery

Role overview

Manage training and learning delivery for a customer care organization operating in a high-volume, regulated, and digitally changing environment. The role leads training specialists and oversees onboarding, ongoing education, systems learning, and readiness support, using performance data and feedback to keep programs relevant and effective.

Responsibilities - Plan and deliver onboarding, role-based instruction, continuing education, systems training, refreshers, and change-readiness programs. - Coordinate schedules, facilitators, learner communications, logistics, and team coverage for in-person or virtual training. - Keep curricula and learning materials aligned with current procedures, systems, policies, quality standards, and compliance needs. - Review learner and stakeholder feedback and partner with subject matter experts to improve content and delivery. - Track attendance, completion, assessment results, proficiency, quality trends, and readiness indicators; share findings and recommended actions with leadership. - Work with operations, quality, workforce management, and readiness partners to address skill gaps and support the transition from training into production.

Requirements - The available source describes management of training specialists and responsibility for training operations, effectiveness, and cross-functional coordination; it does not provide the full required-qualifications list.

Nice to have - Experience in knowledge management, coaching, or employee enablement. - Experience supporting AI-enabled learning tools, digital adoption platforms, or workforce development solutions. - Familiarity with generative AI in learning and development.

Benefits and work setup - Remote within the United States. - Listed estimated pay range is $103,000–$134,000; actual compensation may vary based on relevant skills, experience, and work location.