Training Manager

Key Responsibilities

• Lead, coach, and develop a team of Trainers and training support professionals.
• Set clear expectations, priorities, performance standards, and accountability for team members and their ownership areas.
• Assign and balance workloads based on organizational priorities and business needs.
• Provide ongoing coaching, feedback, performance management, and career development.
• Build a culture of professionalism, collaboration, accountability, innovation, and continuous improvement.
• Lead and coordinate team members across multiple locations and time zones, including international team members.

• Oversee the planning, development, and execution of operational onboarding, new hire ramp, continuing education, refresher training, cross-training, and process-specific learning initiatives.
• Proactively identify learning needs by monitoring audit trends, process changes, operational data, and stakeholder feedback.
• Develop scalable learning solutions that support multiple business units, locations, and learning environments.
• Support organizational changes, system implementations, process updates, and policy changes through timely, effective learning solutions.
• Establish and maintain consistent training standards, methodologies, and best practices across supported business areas.
• Facilitate virtual and in-person training as needed.

• Lead the development of departmental and organizational training and process-related communications, including updates on process changes, new training resources, and audit trends.
• Partner with process owners and operations leadership to maintain key operational resources and keep training content aligned with approved processes.

• Make sure learning experiences are built on established instructional design methodologies and learning principles.
• Oversee the design of multimodal learning, including visual, auditory, hands-on, and written methods, chosen to fit the content, audience, and learning objective.
• Guide the use of a variety of learning approaches, including instructor-led, virtual, e-learning, micro-learning, video, simulations, job aids, self-paced, and blended learning.
• Oversee the development and maintenance of training materials, e-learning courses, videos, facilitator guides, job aids, and other learning resources.
• Oversee the development and quality of training content for external audiences, making sure it is accurate, professional, and consistent with internal standards.
• Make sure learning includes assessments, knowledge checks, and practice activities that reinforce learning and verify comprehension.
• Establish content governance so all learning materials stay accurate, current, accessible, and aligned with approved source-of-truth documentation.

• Partner with audit leadership to turn audit findings and quality trends into prioritized training, coaching resources, and communications.
• Oversee training needs analyses to identify knowledge, skill, and performance gaps.
• Evaluate root causes to determine whether a performance gap calls for training or is better addressed through process improvement, system enhancement, communication, leadership reinforcement, or performance management.
• Establish key performance indicators and measures of training effectiveness, including time to productivity, assessment results, and post-training audit performance.
• Apply the Kirkpatrick Model or comparable evaluation frameworks to assess reaction, learning, behavior change, and business impact.
• Analyze training and performance data to identify trends and give leadership actionable recommendations.
• Use post-training results and audit outcomes to continuously refine learning content, delivery methods, and training strategy.

• Provide oversight of learning technology and reporting tools, working with LMS administrators to streamline training administration and improve visibility into participation and effectiveness.
• Identify opportunities to automate training assignments, reminders, completion tracking, surveys, assessments, and reporting.
• Oversee dashboards, reports, and recurring metrics on training activity, completion, effectiveness, and business impact.
• Evaluate emerging learning technologies, including responsible applications of artificial intelligence, for use in learning and development.
• Oversee training schedules, learning records, documentation, and program administration.
• Manage multiple concurrent initiatives and prioritize based on organizational impact, urgency, and available resources.

Qualifications

• Bachelor's degree in Business, Education, Instructional Design, Organizational Development, Human Resources, or a related field preferred. Equivalent relevant experience will be considered.
• Minimum of 3 years of experience in training, learning and development, instructional design, or operations.
• Minimum of 1 year of experience leading a team, a program, or a significant training initiative.
• Demonstrated ownership of a major training area, program, or cross-functional project.
• Knowledge of operational processes in the business areas supported is strongly preferred.
• Experience with instructor-led, virtual, blended, and e-learning environments preferred.
• Experience using audit, quality, or performance data to drive training decisions is a plus.
• Experience supporting multi-location teams is a plus.

• Proven ability to lead, coach, and develop high-performing teams, including remote team members.
• Solid understanding of learning principles, instructional design methodologies, and training evaluation frameworks.
• Confident facilitation and presentation skills across virtual and in-person settings.
• Working knowledge of e-learning, micro-learning, and blended-learning approaches.
• Ability to simplify complex processes into clear, practical, engaging learning experiences.
• Analytical skills to interpret training, audit, quality, and operational data and translate findings into action.
• Clear, professional written and verbal communication with excellent attention to detail.
• Strong project management, prioritization, and stakeholder-management skills.
• An eye for opportunities in automation, standardization, and scalability.
• Proficiency with Microsoft 365, plus experience with learning management systems, e-learning authoring tools, video and content-development platforms, and reporting tools.
• Adaptability in a fast-paced, evolving environment.
• Sound judgment, reliability, ownership, and accountability.

• Hybrid work environment with a combination of in-office and remote responsibilities based on business needs.
• Must be comfortable facilitating both virtual and in-person learning.
• Occasional flexibility for meetings across time zones to support team members in other regions.
• Travel up to 25% to operational locations and other business units.

• 401(k) and 401(k) Match
• Employee Stock Purchase Program
• Insurance:
• Health
• Life
• Dental
• Vision
• Accident
• Critical Illness
• Identity Theft
• Hospital Indemnity
• HSA
• FSA & Dependent Care FSA
• Company-paid Life and AD&D insurance
• Paid time off