Senior Customer Care Training Architect

Collectors; Santa Ana (CA); On-site; USD 39,000 - 44,000; Full time

Benefits offered by this job

Health Insurance

401K Matching

Paid Vacation

Paid Holidays

Employee Discounts

Flexible Hours

Team Building Activities

Job summary

Collectors is seeking a Senior Customer Care Training Lead to join the PSA Customer Care team and oversee training initiatives. This onsite role in Santa Ana, CA will organize, document, and execute training for all employees, creating and updating the curriculum across departments.

You will work with management to maintain consistency of content, train new hires and temps, and coordinate with instructional writers. A BS/BA and 4–6 years of training experience are required.

Qualifications

• Bachelor's degree preferred; 4–6 years in a training environment.
• Experience leading a training team (2–4 years) and supervising staff.
• Ability to present to individuals and groups at multiple levels.

Responsibilities

• Lead PSA Customer Care training across all roles.
• Develop annual training programs and teaching plans.
• Onboard and train new hires and temporary staff.
• Coordinate with team members, trainers, and technical writers.
• Forecast future training needs and build curricula with guidance from the Customer Care Manager.
• Improve policies and processes; draft documents and reports.

Skills

Training experience

Team leadership

Supervisory experience

Fluent English

Communication skills

Presentation skills

Project management

Mentoring / coaching

Organizational skills

Detail orientation

Creative/technical writing

Teaching / curriculum development

Education

B.S. or B.A.

Tools

Gmail

Google Drive

Google Slides

Job description

Collectors is seeking a Senior Customer Care Training Lead to join the PSA Customer Care team and oversee training initiatives. This onsite role in Santa Ana, CA will organize, document, and execute training for all employees, creating and updating the curriculum across departments.

You will work with management to maintain consistency of content, train new hires and temps, and coordinate with instructional writers. A BS/BA and 4–6 years of training experience are required.