Learning & Training Leader – Coach & Programs

Cloud5 Communications; Saint John, City of Moncton, Toronto; On-site; CAD 50,000 - 75,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Group RRSP plan

Flexible PTO

Job summary

Cloud5 Communications is seeking a Training Manager in Saint John, NB to lead learning strategy and coach a team of Trainers. The role collaborates with Operations and clients to implement programs that empower employees to deliver outstanding guest experiences.

You will oversee trainer performance, guide coaching plans, and ensure effective learning across classroom, virtual, and eLearning formats, driving measurable improvements in service quality and customer satisfaction.

Qualifications

• Post-secondary education in education, business, adult learning, or related field - or equivalent experience.
• 3+ years of experience in training, facilitation, operational leadership or people leadership.
• Strong coaching, facilitation, communication, and presentation skills.
• The ability to manage priorities, adapt quickly, and keep learning solutions focused on results.

Responsibilities

• Oversee the day-to-day performance, development, and support of Trainers, ensuring they are equipped to facilitate effective learning.
• Provide direction and support to Coaches, helping them reinforce key behaviors, strengthen service consistency, and support ongoing employee development.
• Use scorecard results, quality insights, customer experience metrics, and operational trends to identify opportunities for improvement and guide trainer coaching plans.
• Coach Trainers through regular observation, feedback, calibration, and performance conversations that strengthen consistency and impact.
• Partner with Operations, Human Resources, Workforce Management, and clients to understand business priorities, align training plans, and address performance gaps.
• Attend client meetings to offer expert training feedback on opportunities for improvements and creative solutions
• Design, refine, and support engaging learning experiences across classroom, virtual, eLearning, huddles and refresher sessions
• Monitor training effectiveness and use results to improve trainer performance, employee confidence, guest-focused service behaviors, and the overall customer experience.

Skills

Coaching

Facilitation

Communication

Presentation

Education

2 Year Degree

Tools

Microsoft Office

LMS

Microsoft Teams

Job description

Cloud5 Communications is seeking a Training Manager in Saint John, NB to lead learning strategy and coach a team of Trainers. The role collaborates with Operations and clients to implement programs that empower employees to deliver outstanding guest experiences.

You will oversee trainer performance, guide coaching plans, and ensure effective learning across classroom, virtual, and eLearning formats, driving measurable improvements in service quality and customer satisfaction.