Assistant Manager - Trainer

Emeritus; India; On-site; INR 600,000 - 900,000; Full time

Job summary

Emeritus is seeking a competent trainer to handle Process and Soft skills training for new hires and existing team members. The role focuses on simplifying complex workflows into easy-to-understand modules and ensuring alignment with SOPs and quality standards.

The ideal candidate will have 3+ years in customer service, strong English communication, and experience with training material creation, onboarding programs, and KPI-driven evaluation.

Qualifications

• Experience as a Trainer (Process and Soft Skills) in EdTech preferred.
• Familiarity with Salesforce, Zendesk, or other ticket systems, and LMS platforms preferred.
• Strong presentation skills and ability to prepare training content.
• Team management and cross-functional collaboration.
• Ability to interpret performance metrics to prove ROI.

Responsibilities

• Deliver training sessions on process workflows, SOPs, and quality standards.
• Identify training needs through assessments, audits, or feedback.
• Create training materials and maintain knowledge base (presentations, manuals, e-learning modules).
• Facilitate onboarding programs for new hires.
• Monitor trainee performance and provide coaching/feedback.
• Evaluate training effectiveness using KPIs, assessments, and reports.
• Collaborate with operations to align training with business goals.
• Handle refresher trainings and continuous improvement initiatives.
• Act as vertical AM or trainer backup as required.

Skills

Process training

Soft skills training

Presentation skills

Team management

Excel reporting

AI tools basic

English proficiency

Coaching & feedback

Education

Bachelor's degree preferred

Tools

Salesforce

Zendesk

LMS platforms

Job description

Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 50 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China. Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 250,000 individuals across 80+ countries. Founded in 2015, Emeritus, part of Eruditus Group, has more than 2,000 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. Following its $650 million Series E funding round in August 2021, the Company is valued at $3.2 billion, and is backed by Accel, SoftBank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann.

Job Description

We are looking for a competent trainer to handle Process and Soft skills training for new hire and existing team members in the vertical. To be an excellent trainer, you must have Strong understanding of business processes / SOP with Ability to simplify complex workflows and convert them into easy-to-understand module.

Key Responsibilities

• Deliver training sessions on process workflows, SOPs, and quality standards
• Identify training needs through assessments, audits, or feedback
• Create training materials (presentations, manuals, e-learning modules) and maintain knowledge base
• Facilitate onboarding programs for new hires
• Monitor trainee performance and provide coaching/feedback
• Evaluate training effectiveness using KPIs, assessments, and reports
• Collaborate with operations to align training with business goals
• Handle refresher trainings and continuous improvement initiatives
• Act as vertical AM or other trainer back up as per requirement

Skills & Qualifications

• Prior experience as a Trainer (Process and Soft Skills) within an EdTech environment preferred
• Familiarity with tools such as Salesforce, Zendesk, or other ticket management systems, and LMS platforms preferred
• Strong presentation skills, with exposure to training content readiness
• Team management and cross-functional collaboration skills
• Task management skills, with the ability to step in as backup for vertical leads in their absence
• Proficient in Excel for preparing training reports
• Basic knowledge of AI tools preferred
• 3+ years of customer service experience
• Proficient in English Language, written and verbal both
• Excellent communication skills with understanding of verbal and non-verbal cues, active listening, and the ability to simplify complex concepts
• Reading the room and adapting your style to different learning speeds and personalities
• Managing challenging trainees or differing opinions within a session
• Ability to interpret performance metrics (like CSAT, AHT, or Error Rates) to prove training ROI
• Time management and the ability to handle multiple training cohorts or projects simultaneously
• A coaching mindset — patient, constructive, and focused on growth rather than just delivery

Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

In press:

• https://inc42.com/buzz/edtech-startup-eruditus-fy23-revenue-crosses-inr-3000-cr-mark/
• emeritus harvard business school: Edtech unicorn Emeritus story now a Harvard Business School case study - The Economic Times (indiatimes.com)