CX Training Manager
Remote
Full Time
#Customer Experience
#Training
#Logistics
#Training Delivery
#Coaching
#Project Management
#Data Analysis
#Learning
#Learning Management Systems
#Communication
#Quality Management
Roadie, a UPS company, is a premier logistics and delivery platform designed to help businesses navigate the complexities of modern retail. We offer unmatched delivery coverage and flexibility, reaching 97% of U.S. households across more than 30,000 zip codes. By leveraging a network of over 310,000 independent drivers, we provide scalable solutions for everything from same-day local delivery to the transport of large, bulky items. Our mission is to make complex logistics simple, and we are looking for passionate individuals to help us continue scaling our impact.
The role
We are seeking a CX Training Manager to join our team on a full-time, remote basis. This is a senior-level position focused on leading the execution of our training programs. You will be responsible for ensuring our internal teams and external BPO partners are equipped with the knowledge and confidence to deliver exceptional customer experiences. If you are an experienced leader with a background in contact center operations and a passion for coaching, we would love to have you on board.
Core responsibilities
- Direct and develop a team of internal trainers, setting high standards for engagement, quality, and effective knowledge transfer.
- Manage the daily operations of training delivery across both internal and BPO sites to ensure consistency and adherence to graduation criteria.
- Analyze performance metrics such as assessment scores, nesting KPIs, and quality scores to identify learning gaps and drive continuous operational improvement.
Skills and experience
To be successful in this role, you should possess the following qualifications:
- At least 5 years of experience in training and development within a contact center or similar operational environment, with a minimum of 3 years spent managing trainers.
- Demonstrated success in overseeing training delivery for outsourced or BPO partners while navigating co-employment considerations.
- Strong data fluency, including the ability to interpret performance metrics to inform training decisions.
- Expertise in adult learning principles, project management, and coaching frameworks.
- Excellent communication skills and the ability to work effectively across multiple stakeholders.
- Proficiency in English is required, along with familiarity with Learning Management Systems and multichannel support environments.
Compensation and benefits
We offer a comprehensive package designed to support your health, well-being, and professional growth:
- 100% company-paid medical insurance for yourself.
- 401(k) retirement plan with a company match.
- Tuition reimbursement and student loan repayment assistance.
- Unlimited vacation policy.
- Remote work environment with a monthly work-from-home stipend.
- Wellness programs and paid wellness days.
How to apply
If you are ready to help us shape the future of logistics and support our growing team, please submit your application through our portal. We look forward to reviewing your experience and discussing how you can contribute to our mission. Please note that this role is not eligible for visa sponsorship, and all applicants must be authorized to work for any employer in the U.S.
Roadie
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