Director of Training & AI Enablement

HomeServe USA; Chattanooga (TN); On-site; USD 100,000 - 125,000; Full time

Job summary

HomeServe USA is seeking a Training Manager to lead curriculum strategy and delivery for a high‑growth contact center environment. You will design and execute learning strategies, including AI literacy, scripting, and blended delivery, to elevate frontline performance and CX metrics.

You will partner with Legal, Sales, HR, CX, Compliance, Product, Digital, and Automation teams to ensure scalable, compliant programs that drive empirical improvements in CSAT and conversions.

Qualifications

• Bachelor's degree or equivalent experience in Adult Learning, Organizational Development, or related field preferred.
• Minimum of 5 years of experience leading training/learning teams in a contact center sales environment.
• Experience connecting training outcomes to CX metrics.
• Strong analytical, verbal and written communication and interpersonal skills.
• Demonstrated success improving scripting accuracy, compliance, or sales consistency through learning interventions.
• Experience managing multiple supervisors and cross-functional projects simultaneously, including coaching/mentoring ability, executive communication skills, and stakeholder management.
• Well organized, detail oriented with ability to work under pressure and meet deadlines while managing multiple concurrent tasks.
• Competency in MS Windows, MS Word, and MS Outlook.
• Fluency in instructional design (ADDIE or equivalent), adult learning theory, and blended delivery methods.
• Strong work ethic and willingness to take ownership.
• Strong change leadership — ability to drive adoption and behavior change, not just course completion.
• Strategic thinker who connects learning outcomes to business KPIs (conversion, compliance, quality) with the ability to work independently.

Responsibilities

• Own curriculum strategy and execution — design, build, and maintain sales scripting and product knowledge content using the right modality for the moment (ILT, virtual, self-paced, video, micro-learning), including AI literacy pathways and human-AI collaboration frameworks.
• Manage and develop the design team — balance workloads across concurrent projects; ensure output meets quality and compliance standards before it reaches the floor.
• Leverage automation to accelerate content development — use AI-assisted tools for script drafting, multi-format conversion, and content updates at scale; team reviews and refines rather than builds from scratch.
• Build data-informed feedback loops — use QA data, call analytics, and automation conversation insights to identify gaps and prioritize what gets built or rebuilt next.
• Maintain quality and consistency — conduct regular content audits; ensure scripting stays current as products, compliance requirements, and automation capabilities evolve.
• Collaborate cross-functionally — partner with Legal, Sales leadership, HR, CX, Compliance, Product, Digital and the Automation team to align learning solutions with business objectives and compliance requirements.
• Drive Customer Experience through training – ensure training programs develop empathy, judgment, and soft skills that directly impact CSAT

Skills

Analytical skills

Verbal communication

Written communication

Interpersonal skills

Coaching

Stakeholder management

Instructional design

ADDIE

Blended delivery

Change leadership

Education

Bachelor's degree in Adult Learning / Organizational Development

Tools

MS Windows

MS Word

MS Outlook

Job description

HomeServe USA is seeking a Training Manager to lead curriculum strategy and delivery for a high‑growth contact center environment. You will design and execute learning strategies, including AI literacy, scripting, and blended delivery, to elevate frontline performance and CX metrics.

You will partner with Legal, Sales, HR, CX, Compliance, Product, Digital, and Automation teams to ensure scalable, compliant programs that drive empirical improvements in CSAT and conversions.