Transformation Training Leader for CSR Excellence

Culligan with ZeroWater Technology; Rosemont (IL); Hybrid; USD 100,000 - 150,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

Life insurance

Disability benefits

401(k)

Job summary

Culligan with ZeroWater Technology is seeking a Sr. Manager, Training for the EDG Transformation Team to design and deliver a scalable training ecosystem for Customer Service Representatives across internal and co-sourced teams.

You will build end-to-end training strategy, role-specific curricula, and multiple delivery formats while partnering with transformation leaders to embed new workflows and behaviors. Travel up to 50% across the enterprise region is expected.

Qualifications

• 8–12+ years of experience in training, learning & development, or contact center operations.
• Proven success designing and delivering training for CSR or customer-facing roles.
• Experience with co-sourced/BPO partners and managing training consistency across multiple sites.
• Strong instructional design skills and familiarity with modern learning technologies.
• Excellent communication, facilitation, and stakeholder management capabilities.
• Experience supporting transformation, new system launches, or large-scale process changes preferred.

Responsibilities

• Develop the end-to-end training strategy for CSR roles across EDG, including onboarding, upskilling, cross-training, and transformation-driven capability shifts.
• Build role-specific curricula that reflect EDG’s service model, processes, systems, and customer experience expectations.
• Partner with transformation leaders to embed new workflows, technologies, and behaviors into training programs.
• Create high-quality training content, including modules, playbooks, simulations, assessments, and certification paths.
• Lead delivery across multiple formats (virtual, in-person, self-paced, microlearning) to support diverse learner needs.
• Ensure training is consistent, scalable, and adaptable across internal teams and co-sourced partners.
• Collaborate closely with BPO/co-sourced partner leadership to ensure training alignment, readiness, and performance consistency.
• Establish shared training standards, quality expectations, and certification requirements.
• Monitor partner training execution and provide coaching, feedback, and continuous improvement guidance.
• Work with Operations, Quality, Workforce Management, and CX teams to ensure training reflects real-world workflows and performance expectations.
• Support new process rollouts, system launches, and transformation initiatives with targeted training and change enablement.
• Maintain tight alignment with EDG’s contact center leadership to ensure training supports operational goals.
• Define training KPIs, certification criteria, and effectiveness measures.
• Analyze performance data to identify skill gaps, training needs, and opportunities for improvement.
• Continuously refine content based on VOC, QA insights, operational feedback, and transformation outcomes.
• Lead a team of instructional designers, trainers, and facilitators.
• Foster a culture of learning, coaching, and continuous development across EDG and partner sites.
• Serve as the training voice within the Transformation Team, influencing strategy and execution.

Skills

Leadership

Training design

CSR training

Stakeholder management

Job description

Culligan with ZeroWater Technology is seeking a Sr. Manager, Training for the EDG Transformation Team to design and deliver a scalable training ecosystem for Customer Service Representatives across internal and co-sourced teams.

You will build end-to-end training strategy, role-specific curricula, and multiple delivery formats while partnering with transformation leaders to embed new workflows and behaviors. Travel up to 50% across the enterprise region is expected.