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Strategic Leadership & Operations
Drive Training Strategy: Define and execute the long-term training vision, ensuring full alignment with product roadmaps, organizational goals, and client service level agreements (SLAs).
Resource Forecasting & Utilization: Oversee high-level resource planning and capacity management to ensure scalability for new client launches, product transitions, and seasonal ramps.
Financial & Performance Oversight: Manage the training budget, analyze cost-per-hire/training, and utilize data analytics to measure Training ROI, ensuring maximum efficiency in delivery.
Client & Stakeholder Management
Executive Client Interface: Act as the primary escalation point for key enterprise clients regarding training performance; lead high-stakes business reviews (QBRs) and strategy sessions.
Cross-Functional Integration: Partner with Product, Operations, and Talent Acquisition to facilitate seamless product transitions and ensure the training function is integrated into the broader business lifecycle.
Conflict Resolution: Manage high-level conflicts or gaps between client expectations and internal delivery, negotiating solutions that protect the organization’s interests while maintaining client satisfaction.
Curriculum & Quality Assurance
Curriculum Architecture: Direct the design framework for internal and external training programs; ensure content is scalable, compliant, and adapted for diverse learner needs (including virtual and self-paced models).
Continuous Improvement: Utilize post-training evaluation data and performance metrics to identify curriculum gaps and drive systemic improvements in training efficacy.
People Leadership
Talent Strategy: Lead a hierarchy of training managers and supervisors; oversee workforce planning, succession planning, and the development of a high-performing leadership bench.
Performance Culture: Establish standards for trainer performance and professional development; ensure the team remains up-to-date on product knowledge and industry best practices.
Experience & Background
Leadership Experience: 7+ years of experience in Learning & Development or Operations, with at least 3-4 years in a senior management role (managing other managers).
Industry Knowledge: Proven track record in a BPO, Contact Center, or fast-paced SaaS environment with a focus on product/technical training.
Client Facing: Extensive experience managing external client relationships, specifically regarding performance deliverables and onboarding strategies.
Technical & Operational Skills
Data Acumen: Ability to interpret complex data sets (attrition, throughput, CSAT, speed to proficiency) to drive business decisions.
Project Management: Experience leading large-scale projects, such as site launches or global curriculum rollouts, using agile or waterfall methodologies.
LMS Proficiency: Deep understanding of Learning Management Systems (LMS) and modern instructional design methodologies (ADDIE, SAM, etc.).
Core Competencies
Strategic Vision: Ability to move beyond daily firefighting to plan 6-12 months ahead.
Executive Presence: Strong communication skills with the ability to influence senior leadership and external stakeholders.
Agility: Capable of navigating a high-pressure, constantly changing environment while maintaining team stability.