Training & QA Manager, Customer Experience Enablement

Speedrun Talent Network; New York (NY); On-site; USD 90,000 - 125,000; Full time

Job summary

Odyssey seeks a Training & Quality Assurance Manager to lead training, QA, and knowledge management within its Support organization. You will ensure teams have the skills, tools, and feedback needed for accurate, high-quality experiences for parents, schools, and vendors.

This is a cross-functional, hands-on leadership role working with Product, Operations, and Program teams to translate changes into effective training, documentation, and quality milestones, driving scalable improvements.

Qualifications

• Experience leading training, quality assurance, enablement, knowledge management, or similar functions within a customer support or operations environment.
• Demonstrated people-management skills with coaching and development abilities.
• Strong understanding of training, QA, knowledge management, and performance management working together.

Responsibilities

• Own the overall training and enablement strategy for Odyssey's Support organization.
• Lead the development and continuous improvement of onboarding, education, upskilling, leadership training, and change-management programs.
• Ensure training programs are engaging, scalable, and tied to measurable performance outcomes.
• Translate quality insights into actionable coaching, training, documentation, or process improvements.
• Establish regular QA reporting and calibration with Support leadership.

Skills

Training & Enablement

Quality Assurance

Knowledge Management

People Leadership

Cross-functional Collaboration

Analytical Mindset

Project Management

Communication Skills

Job description

Odyssey seeks a Training & Quality Assurance Manager to lead training, QA, and knowledge management within its Support organization. You will ensure teams have the skills, tools, and feedback needed for accurate, high-quality experiences for parents, schools, and vendors.

This is a cross-functional, hands-on leadership role working with Product, Operations, and Program teams to translate changes into effective training, documentation, and quality milestones, driving scalable improvements.