Director, Contact Center Training (REMOTE).

Harte Hanks; Location (WV); Remote; USD 100,000 - 135,000; Full time

Job summary

A leading global customer experience company is looking for a Director of Training to oversee the global training function across BPO operations. This remote position requires a strong leader with over 10 years in training and development, ensuring that training effectiveness aligns with business growth and client satisfaction. The ideal candidate will have experience with adult learning theories and instructional design, along with a proven track record in team leadership and development. The position offers competitive salary, benefits, and a flexible work environment.

Benefits

Competitive salary

Performance-based bonus

Full benefits package including medical, dental, vision

401K with company match

Tuition reimbursement

Qualifications

• 10+ years of training experience, with 5+ years leading training organizations in a BPO or contact center.
• Proven success in managing global training teams across diverse clients.
• Deep understanding of adult learning theory and instructional design.

Responsibilities

• Define and execute the global training strategy.
• Lead and develop a high-performing training organization.
• Ensure standardization of training content across all sites.

Skills

Training and development

Leadership

Adult learning theory

Instructional design

Communication

Tools

Learning Management Systems (LMS)

E-learning tools

Job description

Requisition ID48212-Posted -US - Any Location-Operations-Regular

Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers.

Using its unparalleled resources and award-winning talent in the areas of Customer Care, Inside Sales, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands including Bank of America, GlaxoSmithKline, Unilever, Pfizer, HBOMax, Volvo, Ford, FedEx, Midea, Sony, and IBM among others. Headquartered in Chelmsford, Massachusetts, Harte Hanks has over 2,500 employees across the Americas, Europe and Asia Pacific.

The Director of Training will lead the global training function across our BPO operations, owning the strategy, structure, and execution of all new hire and ongoing training initiatives across multiple geographies and client programs. This leader is responsible for driving training performance that supports business growth, client satisfaction, and employee readiness. With oversight of training leaders across the US, Philippines, and additional delivery regions, this role will define and scale a best-in-class learning environment focused on operational excellence, speed to proficiency, and measurable impact.

WHAT YOU WILL DO

• Define and execute the global training strategy aligned to business goals, client requirements, and operational performance metrics.
• Lead and develop a high-performing, geographically distributed training organization supporting multiple clients and service lines.
• Ensure standardization and scalability of training content, systems, and delivery models across all sites while enabling regional flexibility.

Execution & Optimization

• Oversee the delivery and quality of all training programs across classroom, virtual, and blended formats — from onboarding to upskilling and cross-training.
• Establish global training KPIs, measure performance against benchmarks, and drive continuous improvement using data insights and feedback loops.
• Implement governance processes for training-to-production transitions, including readiness assessments, performance monitoring, and calibration with operations.
• Act as a key partner to Operations, Client Services, Quality, Recruiting, and Workforce Management to ensure training supports strategic business and staffing goals.
• Interface with clients to align training programs to contract commitments, share outcomes, and represent the training function in business reviews.
• Lead enterprise-wide initiatives related to training systems, process efficiency, and instructional design innovation.

Team Development

• Build, coach, and scale a team of Directors, Managers, and Trainers across regions to support a fast-paced, performance-driven environment.
• Develop succession plans and career pathing to grow internal talent and maintain high levels of engagement and retention.

WHAT YOU BRING

Background

• 10+ years of training and development experience, with 5+ years leading training organizations in a BPO or contact center environment.
• Proven success in leading global training teams, supporting multiple clients and programs across varied verticals.
• Deep understanding of adult learning theory, instructional design, and learning technologies.
• Demonstrated ability to drive measurable results related to quality, productivity, customer satisfaction, and employee retention.
• Experience with learning management systems (LMS), e-learning tools, and training operations at scale.

WHAT SUCCESS LOOKS LIKE

• Reduced ramp time and improved speed-to-proficiency for new hires
• Measurable improvement in post-training performance metrics (e.g., CSAT, QA, Sales Conversion)
• High client satisfaction with training performance and alignment
• Scalable, standardized training processes adopted globally
• High engagement and retention within the training function

WHAT'S IN IT FOR YOU?

• Remote position (travel up to 25%)
• Competitive salary and performance-based bonus
• Full benefits package including medical, dental, vision, 401K with company match, and tuition reimbursement
• Leadership opportunity in a global company with 100+ years of innovation
• Dynamic, flexible work environment with a growth-oriented culture

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.