Senior Manager, Training

Turo Inc; Phoenix (AZ); On-site; USD 115,000 - 140,000; Full time

Benefits offered by this job

Equity

Hybrid schedule

Learning & Development stipend

In-office environment

Job summary

Turo Inc is seeking a Senior Manager, Training in Phoenix to lead a high-impact training function within a fast-paced, hybrid work environment. You will shape long-term learning strategy, partner with QA, Product, and Engineering, and drive scalable onboarding and advanced learning programs for Tier 1–3 support teams.

You will oversee a team of Training Specialists, build modular tracks, and implement a Train-the-Trainer program, with a focus on measurable outcomes that tie to customer

Qualifications

• 7+ years of experience in adult learning, instructional design, talent development, or a related field.
• 4+ years leading training teams in high-volume Customer Support, SaaS, or BPO environments.
• Deep expertise in ADDIE, Bloom's Taxonomy, and Kirkpatrick's Levels of Evaluation.
• Strong analytical mindset with experience measuring training effectiveness and ROI via FCR, AHT, CSAT, QA metrics.
• Exceptional verbal and written communication; ability to influence cross-functional stakeholders.
• Strong leadership, coaching, and mentorship to develop high-performing teams.
• Ability to manage multiple priorities in a fast-paced, evolving environment.

Responsibilities

• Develop and execute a multi-year strategic vision for support enablement that adapts to platform changes, new product launches, and scaling.
• Coordinate with stakeholders (QA, Product, Engineering) to align training updates with product and policy changes.
• Partner with QA to create a closed-loop feedback system turning gaps into targeted learning solutions.
• Overhaul onboarding to minimize ramp time and reduce early turnover.
• Oversee scenario-based learning experiences: call/chat simulations, sandbox environments, role-plays.
• Build modular training tracks for Tier 1–3, Claims, and specialized teams.
• Direct and develop Training Specialists, creating clear career paths.
• Design Train-the-Trainer framework to empower leaders and vendor trainers.
• Own training performance metrics and map to KPIs.
• Translate analytics into data-driven insights for leadership.

Skills

Adult learning

Instructional design

Talent development

Leadership

Communication

Analytics

Education

Bachelor's degree in Education, Human Resources, Communications, Organizational Development, or related field

Tools

WorkRamp

Docebo

Lessonly/Seismic

LearnUpon

Kustomer

Zendesk

Salesforce Service Cloud

Freshdesk

Articulate Storyline

Articulate Rise

Camtasia

Canva

AI-assisted video tools

Domo

SQL

Tableau

Power BI

Job description

## Senior Manager, TrainingApplylocations: Arizonatime type: Full timeposted on: Posted Todaytime left to apply: End Date: September 1, 2026 (30+ days left to apply)job requisition id: R-102653# **About the team**We are a dynamic team of instructional designers, curriculum creators, facilitators, and relationship builders. At our core, we are training professionals and cross-functional collaborators who thrive on connecting people with the learning they need to succeed.The Senior Manager, Training defines and owns the strategic vision for the Support Training function. In this high-impact role, you will develop a scalable learning roadmap that aligns training program design, onboarding, and continuous capability building with organizational growth objectives. You will lead a team of Training Specialists to transform support training into a strategic engine that directly improves the customer and frontline experience.# **What you will do*** Develop and execute a multi-year strategic vision for support enablement that adapts to platform changes, new product launches, and scaling demands.* Act as the primary liaison between business stakeholders, Quality Assurance (QA), Product, Engineering, and the training team to ensure training updates align with product and policy changes.* Partner with the QA team to build a closed-loop feedback system that identifies recurring frontline knowledge gaps and translates them into targeted learning solutions.* Overhaul and own the first-year onboarding journey, creating an engaging learning experience that minimizes frontline ramp time and reduces early-stage turnover.* Oversee the creation of technically rigorous, scenario-based learning experiences, including call and chat simulations, sandbox environments, and role-playing exercises.* Build modular training tracks tailored to multiple support functions, including Tier 1, Tier 2, Tier 3, Claims, and specialized support teams.* Directly manage, mentor, and develop a team of Training Specialists, creating clear career development paths and fostering a high-performing learning organization.* Design and implement a Train-the-Trainer framework to empower internal leaders and BPO vendor trainers to deliver high-quality instruction.* Own training performance metrics, including completion rates, assessment scores, 30/60/90-day performance, and the relationship between training outcomes and operational KPIs.* Translate learning analytics into clear, data-driven insights and recommendations for senior leadership and cross-functional stakeholders.# **Your profile*** 7+ years of experience in adult learning, instructional design, talent development, or a related field.* 4+ years of experience leading and developing training teams within a high-volume Customer Support, SaaS, or BPO environment.* Deep expertise in instructional design methodologies such as ADDIE, Bloom's Taxonomy, and Kirkpatrick's Levels of Evaluation.* Strong analytical mindset with experience measuring training effectiveness and ROI through operational metrics such as FCR, AHT, CSAT, and QA performance.* Exceptional verbal and written communication skills, with a proven ability to influence cross-functional stakeholders without direct authority.* Strong leadership, coaching, and mentoring skills with a passion for developing high-performing teams.* Ability to manage multiple priorities and execute effectively in a fast-paced, evolving environment.* Demonstrates Turo's values through work product and day-to-day team interactions.# **Bonus if you have*** Bachelor's degree in Education, Human Resources, Communications, Organizational Development, or a related field, or equivalent practical experience.* Experience with LMS platforms such as WorkRamp, Docebo, Lessonly/Seismic, or LearnUpon.* Experience with customer support platforms such as Kustomer, Zendesk, Salesforce Service Cloud, or Freshdesk.* Experience using content creation tools such as Articulate Storyline, Articulate Rise, Camtasia, Canva, or AI-assisted video generation tools.* Experience with data and analytics platforms such as Domo, SQL, Tableau, Power BI, MaestroQA, Klaus, or similar reporting tools.For this role, the target base salary range in Phoenix is $115,000 - $140,000 annually. This role is also eligible for equity and benefits. In general, our ranges reflect the market-based target for new hire salaries based on the level and location of the role. Within the range, individual pay is determined by objective factors assessed during the application and interview process, such as job-related skills, experience, and relevant education or training. We encourage you to talk with your recruiter to learn more about the total compensation and benefits available for this role.**Turo highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule — Turists will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Your recruiter can share more information about the various in-office perks Turo offers.**# **Turo Recruiting Scam Alert:***We’ve learned that there are scammers targeting job candidates by impersonating Turo and its employees. We ask candidates to be careful of fraudulent job postings or suspicious recruiting activity during their job search, especially if they’re contacted through unofficial channels (such as Instagram, Telegram, MS Teams, etc.). In general, Turo interacts with candidates through our* *Careers page* *and via turo.com email addresses, and we don’t ask candidates for sensitive financial or personal info or request money as part of the hiring process (so an application fee or equipment costs).* *If candidates are not sure whether they’re dealing with an impersonator, they can contact Turo’s Recruiting Team at* *[e-mail]*. *Candidates can also report suspicious activity to the* *FTC* *or other appropriate authorities.*# **Turo AI Policy:**Turo may use AI-enabled tools to support our recruiting operations, including gathering information from candidates, drafting communications, helping with interview note-taking and assessment, and so on. These tools only supplement our team; all decisions to advance or hire candidates are made by Turo employees. While we welcome candidates to use AI-enabled tools to help prepare for their interviews, the use of such tools, including any AI chatbots or note-takers, is not permitted during live interviews or technical assessments. We want to see how you consider and solve problems in real-time, so interviews and assessments are all you (unless we indicate otherwise and ask you specifically to use an AI-enabled tool to answer a question). If during the application process you require the use of an AI-enabled tool as a reasonable accommodation for a disability, please let us know at [e-mail].# # **Benefits*** Competitive salary, equity, benefits, and perks for all full-time employees* Employer-paid medical, dental, and vision insurance (Country specific)* Retirement employer match* Learning & Development stipend to invest in your professional development* Turo host matching program* Turo travel credit* Cell phone and internet stipend* Paid time off to relax and recharge* Paid holidays, volunteer time off, and parental leave* For those who are in the office full-time or hybrid we have in-office lunch, office snacks, and fun activitiesWe are committed to building a diverse team. If you are from a background that's underrepresented in tech, we'd love to meet you.Aside from an award winning work environment and the opportunity to be part of the world’s largest car sharing marketplace, we are also growing the team quickly - join us! Even if you don't meet every qualification, we are looking for people with enthusiasm for what we do and we will consider you for this and other possibilities.