Senior Customer Care Training Lead — Curriculum Architect

Collectors Universe; Santa Ana (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

Collectors Universe is seeking a Senior Customer Care Training Lead to join the PSA Customer Care team at our Santa Ana headquarters. You will organize, plan, document, and execute training sessions for all employees and create, maintain, and update the training curriculum.

You will collaborate with multiple departments, support onboarding and retraining, and ensure consistent content. The role reports to the Customer Care Manager and is based on site in Santa Ana, CA.

Qualifications

• 4-6 years of experience in a training environment required.
• 2-4 years leading a training team is preferred.
• 2-4 years of lead or supervisory experience required.
• Fluent in English with the ability to read and comprehend instructions, correspondence, and memos; ability to effectively present information in one-on-one and group situations to other employees of the organization at multiple levels of employment/management.
• Attendance must be reliable, and you must be flexible to occasionally cater to later shifts.
• Strong computer skills (Gmail, Google Drive, Google Slides), Proved experience in training others.
• Proven experience in designing training events in a corporate setting, including technical writing skills (writing manuals).
• Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in-classroom training, e-learning, workshops, simulations).
• Strong planning, problem-solving, and project management skills.
• Ability to stay organized and be detail-oriented.
• Ability to present complex information to a variety of audiences.
• Excellent written and verbal skills, good interpersonal skills, conflict resolution, and time management skills.

Responsibilities

• Lead training in all key areas of the PSA Customer Care department that may have training needs. Training will be delivered to new hires, temporary employees, and existing employees in PSA Customer Care.
• Focus on building annual programs and preparing teaching plans for all employees.
• Support with onboarding and training new hires and temporary employees for PSA Customer Care.
• Communicate with team members, fellow trainers, and technical writers.
• Anticipate and identify future training needs and create a curriculum, with the PSA Customer Care Manager's guidance to facilitate training.
• Improve policies, procedures, and processes through the identification of opportunities for improvement from defined issues considering current procedures; recommend and implement optimal solutions; measure observed improvements, draft documents and reports within PSA Customer Care.

Skills

Training experience

Leadership

Project management

Communication

Attention to detail

Organizational skills

Education

B.S. or B.A. preferred

Tools

Gmail

Google Drive

Google Slides

Job description

Collectors Universe is seeking a Senior Customer Care Training Lead to join the PSA Customer Care team at our Santa Ana headquarters. You will organize, plan, document, and execute training sessions for all employees and create, maintain, and update the training curriculum.

You will collaborate with multiple departments, support onboarding and retraining, and ensure consistent content. The role reports to the Customer Care Manager and is based on site in Santa Ana, CA.