Senior Training & Enablement Leader

Turo Inc; Phoenix (AZ); Hybrid; 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

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