Senior Training Lead: AI-Driven CX & Curriculum

HomeServe USA Corp; Chattanooga (TN); On-site; USD 100,000 - 125,000; Full time

Benefits offered by this job

Annual bonus

Job summary

HomeServe USA Corp in Chattanooga, TN seeks a Training Manager to lead learning strategy, content development, and implementation for an AI-augmented customer service delivery model. You will drive scripting, product knowledge content, and training delivery across multiple modalities, aligning with compliance and business objectives.

The role requires strategic leadership, hands-on execution, and a track record of improving CX metrics through effective training interventions and cross-functional

Qualifications

• Minimum of 5 years of experience leading training/learning teams in a contact center sales environment.
• Experience connecting training outcomes to CX metrics.
• Strong analytical, verbal and written communication and interpersonal skills.
• Demonstrated success improving scripting accuracy, compliance, or sales consistency through learning interventions.
• Experience managing multiple supervisors and cross-functional projects simultaneously.

Responsibilities

• Own curriculum strategy and execution — design, build, and maintain sales scripting and product knowledge content using ILT, virtual, self-paced, video, or micro-learning modalities.
• Manage and develop the design team while balancing workloads and ensuring quality and compliance standards.
• Leverage automation to accelerate content development using AI-assisted tools.
• Build data-informed feedback loops using QA data, call analytics, and automation insights to prioritize work.
• Collaborate cross-functionally with Legal, Sales, HR, CX, Compliance, Product, Digital, and Automation teams.

Skills

Leadership

Instructional design

CX metrics

Project management

Education

Bachelor's degree or equivalent in Adult Learning/OD

Tools

MS Windows

MS Word

MS Outlook

Job description

HomeServe USA Corp in Chattanooga, TN seeks a Training Manager to lead learning strategy, content development, and implementation for an AI-augmented customer service delivery model. You will drive scripting, product knowledge content, and training delivery across multiple modalities, aligning with compliance and business objectives.

The role requires strategic leadership, hands-on execution, and a track record of improving CX metrics through effective training interventions and cross-functional