Onsite Training & Policy Leader - Contact Center

Cognizant; Plano (TX); On-site; USD 100,000 - 120,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking a Training Manager to oversee Training & Policy initiatives for a field ops project in the United States. This is a fully onsite role, based in Plano, TX, with responsibilities spanning governance of training, content creation, LMS management, and client-facing sessions.

The ideal candidate has 6+ years in a similar role, strong leadership, expertise in training delivery, SOPs, playbooks, and the ability to drive performance through policy and process improvements.

Qualifications

• Proven experience in managing training and LMS processes.
• Ability to develop SOPs, playbooks and training materials.
• Strong client-facing and stakeholder management capabilities.

Responsibilities

• Govern the overall training function and policy initiatives.
• Enrol trainees in LMS, track completions, and schedule trainings.
• Identify gaps, prepare documentation, and design learning interventions.
• Lead content creation, SOPs, checklists and handbooks for field operations.
• Conduct front-end client discussions on training and quality aspects.
• Monitor training surveys and adjust content to learner needs.
• Mentor trainers, manage resources, and ensure timely interventions.
• Collaborate with Operations to address behavioural issues and escalations.
• Prepare and present training materials for business reviews.
• Ensure alignment with NH batches, SLA, and compliance standards.

Skills

Training management

LMS administration

Team leadership

Client interfacing

Content development

Policy & SOP creation

Education

High school diploma

Bachelor's degree preferred

Tools

LMS platform

Policy management tools

Job description

Cognizant is seeking a Training Manager to oversee Training & Policy initiatives for a field ops project in the United States. This is a fully onsite role, based in Plano, TX, with responsibilities spanning governance of training, content creation, LMS management, and client-facing sessions.

The ideal candidate has 6+ years in a similar role, strong leadership, expertise in training delivery, SOPs, playbooks, and the ability to drive performance through policy and process improvements.