The Opportunity: Drive World-Class Service Delivery
Are you an expert in
virtual training and service operations, ready to own and scale a high-performing global training program? We're seeking a
CX Partner Training Specialist to manage the learning strategy for our frontline customer service teams across multiple third-party
Service Partners.
This is a strategic ownership role where your expertise will directly impact service quality, agent retention, and client success. You won't just train; you will manage the entire lifecycle of learning and quality assurance within a rapidly growing external service delivery ecosystem.
What You'll Be Doing: Strategic Program Ownership
Your primary mission is to ensure operational excellence through standardized, high-quality, and scalable training programs delivered by our partners.
- Training Strategy and Management: Design, implement, and oversee all virtual training programs, managing schedules, resources, and trainers across various client accounts and Partner sites.
- Curriculum Standardization: Develop a consistent, world-class training curriculum and toolkit that can be rapidly deployed and customized for new client launches, focusing heavily on modern platforms like Gorgias, Shopify, Zendesk, and Freshdesk.
- Performance and Quality Oversight: Collaborate closely with Service Partners and Quality Assurance (QA) teams to establish Key Performance Indicators (KPIs) for training effectiveness, evaluating agent readiness and closing performance gaps post-training.
- New Program Onboarding: Lead the training and knowledge transfer phase for all new client integrations, acting as the subject matter expert (SME) to ensure seamless and efficient agent certification.
- Virtual Facilitation & Coaching: Maintain a hands-on presence by personally leading strategic, advanced training, coaching Partner trainers, and modeling best practices for virtual delivery via platforms like Zoom.
What We're Looking For: Expertise & Experience
- Partner Operations Experience: 3+ years of experience in a Training Manager, Program Manager, or Operations Management role within a third-party service or outsourcing environment is required.
- Training Management: 2+ years managing a team of trainers, curriculum developers, or quality specialists.
- eCommerce Tools Mastery: Deep, demonstrable expertise in training on and operating within major eCommerce Customer Relationship Management (CRM) tools (e.g., Gorgias, Zendesk, Freshdesk, and Shopify).
- Remote/Virtual Proficiency: Proven ability to manage large, complex training programs and teams entirely in a virtual setting, leveraging tools like Trainual, Loom, and advanced Zoom features.
- Analytical Skills: Strong ability to use performance data (KPIs, QA scores) to diagnose training needs and quantify the ROI of learning initiatives.
Remote Perks & Professional Growth
- Full-Time Remote: Enjoy the stability and flexibility of a fully remote setup—work from anywhere you're comfortable, operating on US PST Time Zone.
- Competitive Compensation: Competitive pay with annual performance-based increases and performance-based bonuses.
- Comprehensive Health: Choice between comprehensive health/dental insurance or a monthly health stipend to help you feel your best!
- Paid Time Off: Paid time off so you can rest and recharge, plus Holiday bonuses in appreciation of your hard work.
- Impactful Leadership: Direct ownership of a critical function with visibility into overall company strategy and growth.
- Professional Development: Dedicated budget for professional development and a clear pathway to scaling your career within our high-growth company.
- Growth Opportunities: Opportunities to grow with us as we scale.
If you're ready to drive the operational excellence of a world-class, virtual service delivery model, apply now.
