Customer Care Training Lead for BPO & Ops Enablement

Vivint; Logan (UT); On-site; USD 65,000 - 90,000; Full time

Job summary

Vivint Smart Home, an NRG-owned company, seeks a Customer Care Training Associate Manager to lead multi-site training operations across BPO partners. You will develop training leaders, drive program effectiveness, and align learning with business outcomes.

You will collaborate with Operations, Quality, and Instructional Design to close performance gaps and implement strategic initiatives across U.S. sites and partners.

Qualifications

• Bachelor's degree or equivalent work experience.
• Two or more years leading a high performing team.
• Two or more years of experience in training, learning and development, or corporate training.
• Two or more years of experience in customer service, contact center operations, or a related business environment.
• Experience supporting Business Process Outsourcing (BPO) operations or geographically dispersed teams.
• Demonstrated ability to build relationships and that lead to business impact and outcomes across teams and stakeholder groups.
• Experience using performance data and stakeholder feedback to evaluate training effectiveness and identify improvement opportunities.
• Ability to travel and adjust work hours to support U.S. and international Partner operations.

Responsibilities

• Lead, coach, and develop training leaders and trainers supporting multiple lines of business and sites.
• Establish performance expectations and drive accountability for trainer effectiveness and learner readiness.
• Foster a culture of continuous improvement, collaboration, and operational excellence.
• Drive execution of Customer Care Training strategies by collaborating with sites to develop and achieve goals aligned with organizational training priorities.
• Evaluate training effectiveness using performance data, operational outcomes, and stakeholder feedback.
• Partner with stakeholders to identify performance gaps and implement targeted improvement plans.
• Partner with US Training leadership team to drive strategic initiatives, enhance team effectiveness, and communicate key updates across BPO sites.
• Provide feedback on success of the training program and help initiate new ideas to improve the program.
• Build strong partnerships with Operations, Quality, Workforce Management, Instructional Design, and BPO partners.
• Provide consultation and guidance on training needs, learner readiness, and performance improvement opportunities.
• Communicate training performance, risks, and recommendations to leaders and stakeholders.
• Lead training readiness efforts for new business launches, site expansions, and major operational initiatives.
• Coordinate cross-functional activities to support successful implementation of training programs and business changes.
• Drive consistency in training processes, standards, and expectations across supported locations.

Skills

Leadership

Coaching

Employee development

Analytical skills

Verbal communication

Written communication

Project management

Microsoft 365

Education

Bachelor's degree or equivalent

Tools

Microsoft 365

Job description

Vivint Smart Home, an NRG-owned company, seeks a Customer Care Training Associate Manager to lead multi-site training operations across BPO partners. You will develop training leaders, drive program effectiveness, and align learning with business outcomes.

You will collaborate with Operations, Quality, and Instructional Design to close performance gaps and implement strategic initiatives across U.S. sites and partners.