Sr. Manager, Training

Position Overview:

Reporting to the SVP of Operations, this leader manages three supervisors (Implementation, Training, Curriculum Design) and their teams. The role is equal parts strategy and execution: building the systems that produce accurate, consistent agent behavior at scale while personally driving high-priority projects forward.

As the customer experience environment continues to evolve, automation is increasingly handling routine interactions, resulting in more complex and high-value customer engagements for frontline teams. The Training Manager will lead the development and execution of learning strategies that prepare employees to navigate these increasingly complex interactions with confidence, consistency, and excellence.

This role is responsible for ensuring training content, scripting, delivery, and implementation are aligned, scalable, and responsive to changing business needs. The Training Manager will partner across functions to strengthen learning effectiveness, elevate employee performance, and drive a consistently exceptional customer experience. Success in this role requires a strategic approach to learning, disciplined execution, and a commitment to continuous improvement in an environment where the margin for error is increasingly small.

The Training Manager will be building a learning infrastructure that enables HomeServe to successfully navigate the shift from human-first to AI-augmented service delivery.

Responsibilities:

• Own curriculum strategy and execution — design, build, and maintain sales scripting and product knowledge content using the right modality for the moment (ILT, virtual, self-paced, video, micro-learning), including AI literacy pathways and human-AI collaboration frameworks
• Manage and develop the design team — balance workloads across concurrent projects; ensure output meets quality and compliance standards before it reaches the floor
• Leverage automation to accelerate content development — use AI-assisted tools for script drafting, multi-format conversion, and content updates at scale; team reviews and refines rather than builds from scratch
• Build data-informed feedback loops — use QA data, call analytics, and automation conversation insights to identify gaps and prioritize what gets built or rebuilt next
• Maintain quality and consistency — conduct regular content audits; ensure scripting stays current as products, compliance requirements, and automation capabilities evolve
• Collaborate cross-functionally — partner with Legal, Sales leadership, HR, CX, Compliance, Product, Digital and the Automation team to align learning solutions with business objectives and compliance requirements
• Drive Customer Experience through training – ensure training programs develop empathy, judgment, and soft skills that directly impact CSAT

 

Essential Functions:

 

Essential Job Function

% of Time on Function

Strategy and standards

30%

Team and Execution Management

40%

Design and Delivery

30%

 

 

 

 

Total

100%

 

Job Requirements:

• Bachelor's degree or equivalent experience in Adult Learning, Organizational Development, or related field preferred
• Minimum of 5 years of experience leading training/learning teams in a contact center sales environment
• Experience connecting training outcomes to CX metrics
• Strong analytical, verbal and written communication and interpersonal skills
• Demonstrated success improving scripting accuracy, compliance, or sales consistency through learning interventions
• Experience managing multiple supervisors and cross-functional projects simultaneously, including coaching/mentoring ability, executive communication skills, and stakeholder management
• Well organized, detail oriented with ability to work under pressure and meet deadlines while managing multiple concurrent tasks
• Competency in MS Windows, MS Word, and MS Outlook
• Fluency in instructional design (ADDIE or equivalent), adult learning theory, and blended delivery methods
• Strong work ethic and willingness to take ownership
• Strong change leadership — ability to drive adoption and behavior change, not just course completion
• Strategic thinker who connects learning outcomes to business KPIs (conversion, compliance, quality) with the ability to work independently
• Ad-hoc responsibilities as assigned

Core Competencies

• AI Governance & Orchestration
• Human-AI Collaboration Design
• Behavioral Analytics