Sr. Manager, Training

Role Summary

The Sr. Manager, Training for the EDG Transformation Team is responsible for designing, building, and delivering a comprehensive training ecosystem that equips Customer Service Representatives (CSRs) — both internal and co‑sourced — with the skills, knowledge, and tools required to perform at a high level in a modernized EDG operating model. This leader ensures training programs are role‑specific, scalable, measurable, and tightly aligned to EDG’s transformation priorities, customer experience standards, and operational excellence goals.

Key Responsibilities

Training Strategy & Design

• Develop the end‑to‑end training strategy for CSR roles across EDG, including onboarding, upskilling, cross‑training, and transformation‑driven capability shifts.
• Build role‑specific curricula that reflect EDG’s service model, processes, systems, and customer experience expectations.
• Partner with transformation leaders to embed new workflows, technologies, and behaviors into training programs.

Program Development & Delivery

• Create high‑quality training content, including modules, playbooks, simulations, assessments, and certification paths.
• Lead delivery across multiple formats (virtual, in‑person, self‑paced, microlearning) to support diverse learner needs.
• Ensure training is consistent, scalable, and adaptable across internal teams and co‑sourced partners.

Co‑Sourced Partner Enablement

• Collaborate closely with BPO/co‑sourced partner leadership to ensure training alignment, readiness, and performance consistency.
• Establish shared training standards, quality expectations, and certification requirements.
• Monitor partner training execution and provide coaching, feedback, and continuous improvement guidance.

Operational Integration

• Work with Operations, Quality, Workforce Management, and CX teams to ensure training reflects real‑world workflows and performance expectations.
• Support new process rollouts, system launches, and transformation initiatives with targeted training and change enablement.
• Maintain tight alignment with EDG’s contact center leadership to ensure training supports operational goals.

Measurement & Continuous Improvement

• Define training KPIs, certification criteria, and effectiveness measures.
• Analyze performance data to identify skill gaps, training needs, and opportunities for improvement.
• Continuously refine content based on VOC, QA insights, operational feedback, and transformation outcomes.

Leadership & Collaboration

• Lead a team of instructional designers, trainers, and facilitators.
• Foster a culture of learning, coaching, and continuous development across EDG and partner sites.
• Serve as the training voice within the Transformation Team, influencing strategy and execution.

Qualifications

• 8–12+ years of experience in training, learning & development, or contact center operations.
• Proven success designing and delivering training for CSR or customer-facing roles.
• Experience working with co‑sourced/BPO partners and managing training consistency across multiple sites.
• Strong instructional design skills and familiarity with modern learning technologies.
• Excellent communication, facilitation, and stakeholder management capabilities.
• Experience supporting transformation, new system launches, or large-scale process changes preferred.
• Ability to travel up to 50% throughout the enterprise region.

Success Profile

A successful Training Leader on the EDG Transformation Team is:

• Customer‑centric — builds training that elevates service quality and experience.
• Structured & disciplined — creates scalable, repeatable training frameworks.
• Collaborative — works seamlessly across EDG and partner organizations.
• Insight‑driven — uses data to refine content and improve performance.
• Change‑ready — adapts quickly and supports teams through transformation.
• Impact‑focused — ensures training drives measurable improvements in CSR capability and customer outcomes.

Target Salary Range: $100,000 - $150,000 salary a year with the opportunity for eligible employees to earn additional compensation pursuant to the Company’s bonus plan. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, geographic location, and business and organizational needs. Full-time positions are eligible for competitive benefits, including paid time off, health, dental, vision, life, disability benefits and 401(k).