CX Training Manager

Remotedxb; Dubai; On-site; AED 279,000 - 446,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Tuition assistance

Unlimited PTO

Family leave

Wellness days

WFH stipend

Sabbatical

Job summary

Roadie, a UPS company, is seeking an experienced Training Manager to lead and coach a team of internal trainers and facilitators across BPO and in-house sites, delivering consistent training programs and ensuring SLA delivery.

You will partner with Quality and CX to close gaps, observe classrooms, analyze metrics, and translate feedback into content updates, while maintaining escalation processes and calibration standards.

Qualifications

• 5+ years in training/development within a contact center or similar operations environment.
• 3+ years managing trainers or facilitators.
• Proven experience overseeing training delivery across outsourced/BPO partners.
• Strong grasp of adult learning principles and instructional design fundamentals.
• Data fluency with ability to interpret training and performance metrics.
• Strong project management and planning skills.
• Excellent coaching, calibration, and stakeholder communication skills.
• Experience with formal observation and calibration frameworks.
• Familiarity with Learning Management Systems.
• Experience training in multichannel support environments including voice, chat, and email.

Responsibilities

• Lead, coach, and develop a team of internal trainers and facilitators.
• Own day-to-day training delivery operations across internal and BPO sites.
• Partner cross-functionally with Quality and CX stakeholders to identify operational gaps.
• Conduct regular trainer and classroom observations using a standardized rubric.
• Analyze training performance metrics including assessment scores and nesting KPIs.
• Partner with Instructional Design to translate learner feedback into content updates.
• Serve as the primary point of contact for BPO training managers to ensure delivery standards and SLAs.
• Lead calibration sessions to ensure consistent scoring across internal and BPO trainers.
• Establish facilitation standards and coaching practices for all delivery modalities.
• Manage escalations related to trainer performance or BPO delivery gaps.
• Conduct periodic site visits and audits of BPO facilities.

Skills

Team leadership

Coaching

Training delivery

Stakeholder communication

Data interpretation

Project management

Observation frameworks

Learning management systems

Multichannel training

Tools

LMS

Job description

Responsibilities

• Lead, coach, and develop a team of internal trainers and facilitators
• Own day-to-day training delivery operations across internal and BPO sites
• Partner cross-functionally with Quality and CX stakeholders to identify operational gaps
• Conduct regular trainer and classroom observations using a standardized rubric
• Analyze training performance metrics including assessment scores and nesting KPIs
• Partner with Instructional Design to translate learner feedback into content updates
• Serve as the primary point of contact for BPO training managers to ensure delivery standards and SLAs
• Lead calibration sessions to ensure consistent scoring across internal and BPO trainers
• Establish facilitation standards and coaching practices for all delivery modalities
• Manage escalations related to trainer performance or BPO delivery gaps
• Conduct periodic site visits and audits of BPO facilities

Requirements

• 5+ years in training/development within a contact center or similar operations environment
• 3+ years managing trainers or facilitators
• Proven experience overseeing training delivery across outsourced/BPO partners
• Strong grasp of adult learning principles and instructional design fundamentals
• Data fluency with ability to interpret training and performance metrics
• Strong project management and planning skills
• Excellent coaching, calibration, and stakeholder communication skills
• Experience with formal observation and calibration frameworks
• Familiarity with Learning Management Systems
• Experience training in multichannel support environments including voice, chat, and email

Benefits

• 100% company-paid health insurance
• 401(k) with company match
• Tuition and student loan repayment assistance
• Unlimited PTO
• Inclusive family leave policy
• Paid Wellness Days and Company holidays
• Monthly WFH stipend
• Paid sabbatical leave

About the Company

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility.