Senior Manager of Global Training

Perk; Barcelona; Híbrido; EUR 50.000 - 70.000; Jornada completa

Descripción de la vacante

A global technology company is seeking a Senior Manager of Global Training based in Barcelona. This role involves managing the training lifecycle for outsourced BPO agents, ensuring they embody the company's brand and possess the technical skills needed to handle complex travel requests. Responsibilities include creating standardized training materials, overseeing GDS training, and using data to measure success. The ideal candidate will have expertise in travel tech and proven experience in managing training across diverse teams.

Servicios

Competitive compensation and equity

Generous vacation days

Private healthcare or gym allowance

Life insurance coverage

Paid parental leave

Work from Anywhere days

Language lessons

Paid sabbatical after 5 years

Relocation support

Formación

• 3-5 years leading training in large-scale Customer Care.
• Proven experience with outsourced vendor networks.
• Ability to adapt training to different cultural learning styles.

Responsabilidades

• Manage the lifecycle of BPO agent readiness.
• Create and own the Perk Playbook for training.
• Oversee technical training for GDS and proprietary platforms.
• Lead rapid training updates for new features.
• Measure training success through data-driven metrics.

Conocimientos

Management of training functions in BPO

Experience with global distribution systems (GDS)

Excellent communication skills

Cultural fluency across regions

Building high-performing teams

Herramientas

Amadeus

Sabre

Travelport

Descripción del empleo

About Us

Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we’re on a mission to power real work, with real impact.

We’re trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we’re tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem.

Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work.

At Perk, we’re driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel and SaaS industries, representing over 70 countries. If you’re excited about having a real impact and shaping how millions of people experience work, we’d love you on the team.

Visit www.perk.com to learn more.

At Perk, we’ve scaled to $1bn in travel transactions. We have the tech, and we have the volume. Now, we need consistency. We are looking for a Head of Training to bridge the gap between our HQ culture and our global BPO network. You won't just be designing slides; you will be the architect of how Perk sounds, acts, and solves problems in 8 countries simultaneously. You are the person who ensures that a complex travel itinerary fixed by an agent in Manila feels just as seamless as one fixed in Barcelona or Birmingham.

The Mission

Perk is moving fast. With $1bn in transactions and a global footprint, our customer service ecosystem is the engine of our growth. We are seeking a strategic Senior Manager of Global Training to take ownership of operational excellence across our third‑party (BPO) contact centre network. You will ensure that every agent, regardless of geography, embodies the Perk brand and possesses the technical mastery to navigate complex business travel.

About the Role

• Training Strategy: You will move beyond simple "Train the Trainer" models to manage the entire lifecycle of BPO agent readiness. You will hold our vendors accountable for knowledge retention and training throughput.
• Standardization at Scale: Create and own the "Perk Playbook." You will ensure that an agent in the Philippines and an agent in Barcelona receive identical core training, adapted for local nuance both customer and agent facing, but unified in quality.
• GDS & Tech Mastery: You will oversee technical training on global distribution systems (GDS) and Perk’s proprietary platforms, ensuring agents can navigate high‑pressure travel disruptions with speed.
• Data‑Driven Learning: Move beyond "completion rates." You will measure training success via CSAT, First Contact Resolution (FCR), Handle time and error rates, iterating the curriculum based on real‑world performance data.
• Rapid Deployment: When Perk launches new features, updates processes or adds new guidance for agents, you will lead the rapid‑response training updates to ensure the global network is up to speed, quickly and with a good understanding.

What You’ll Do

• The BPO Factor: Proven experience managing training functions specifically for outsourced vendor networks. You understand the contract dynamics, the attrition challenges, and the "Train the Trainer" methodology required in a BPO environment.
• Travel Tech Experience: Experience with GDS (Amadeus, Sabre, Travelport) or complex logistics/booking platforms is highly preferred.
• Global Cultural Fluency: Experience managing teams across APAC, EMEA, and the Americas. You know how to adapt content for different learning cultures.
• Scale‑Up Mindset: You are comfortable building the plane while flying it. You don't need a legacy L&D department to get things done; you are scrappy, digital‑first, and agile.
• 3‑5 years of experience leading training across large‑scale Customer Care teams.
• Demonstrated ability to build and develop high‑performing, customer‑centric teams.
• Excellent communication skills (verbal and written) in English.

What we offer

• Receive competitive compensation and equity ownership in Perk
• Rest and recharge with our generous allocation of vacation days plus public holidays
• Take control of your physical health with your choice of private healthcare or a gym allowance
• Know that your loved ones are protected financially through your Life Insurance if the worst were to happen
• Join our unforgettable Perk events, including our spectacular annual summer party
• Always feel supported with Spring Health, our market‑leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
• Make your money go further with our flexible compensation plan
• Focus on your family with 17 weeks’ paid parental leave during your child’s first year
• Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
• Broaden your horizons with up to 20 "Work from Anywhere" days per year
• Nurture your language skills with in real‑life English, Spanish and Catalan lessons
• Follow your passions and take a four‑week, fully paid sabbatical once you reach 5 years
• Let us help you move to one of our hubs with relocation support

How We Work

At Perk, we take an IRL‑first approach to work, where our team works together in‑person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work.

For certain roles, we can help with relocation from anywhere in the world, English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and/or resume.

Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We’re an equal opportunity employer, which means you’re welcome at Perk regardless of how you look, where you’re from, or anything else that makes you, well, you.

Protect Yourself from Recruitment Scams

All official communication from Perk will always come from email addresses ending in @perk.com or @externalperk.com, our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to [e-mail], and we will confirm whether it is legitimate.