Senior Training Manager

We are looking for an experienced Senior Training Manager to join our BPO organization and lead the training function for our Content Moderation operations across multiple sites. The role will work closely with Operations, Quality, and client stakeholders to develop effective training strategies, drive learning and operational performance, lead training teams, and ensure production readiness.

Key Responsibilities

• Training Strategy & Governance: Develop and execute the overall training strategy across multiple sites, ensuring consistent standards, methodologies, governance, and alignment with client and business requirements.
• Training Performance & Effectiveness: Own training performance and effectiveness metrics, analyze learning and production trends, identify gaps and root causes, and drive corrective actions to improve training outcomes and time-to-productivity.
• Content Moderation Capability: Ensure training effectively develops policy understanding, critical thinking, decision-making, escalation handling, and the ability to manage complex or ambiguous moderation cases.
• Leadership & Trainer Development: Lead, coach, and develop Training Managers and Trainers across sites, while establishing trainer performance, certification, calibration, capability development, and succession standards.
• New Hire & Production Readiness: Oversee the end-to-end learning journey from onboarding and classroom training through assessment, nesting, and production readiness, in partnership with Operations and WFM.
• Change Management & Continuous Improvement: Lead training readiness for policy, process, product, and tool changes, while continuously improving training methodologies, scalability, learner experience, and operational effectiveness.
• Cross-Functional Partnership & Risk Management: Partner with Operations, Quality, WFM, HR, and client stakeholders to align training with business needs, address performance and operational risks, ensure compliance, and provide data-driven recommendations and action plans.

Job Requirements

• Bachelor's degree in any field or equivalent work experience.
• For BPO backgrounds: Minimum 2 years of experience as a Senior Training Manager or 4 years as a Training Manager.
• For non-BPO backgrounds: Minimum 3 years as a Senior Training Manager or 5 years as a Training Manager.
• Excellent English oral and written communication skills (C1/C2 proficiency).
• Strong computer literacy, with proficiency in MS Office and Google Workspace (Gmail, Slides, Sheets, Docs, Drive) and similar business tools.
• Experience with LMS platforms, learning analytics, and digital learning tools.
• Strong analytical, strategic thinking, organizational, and problem-solving skills.
• Strong presentation and stakeholder management skills.
• Strong knowledge of adult learning principles and instructional design.
• Proven experience designing and implementing end-to-end learning journeys, from onboarding through nesting and production readiness.
• Strong leadership skills with the ability to manage and develop teams across multiple sites.
• Ability to build effective relationships and collaborate with all levels of management and clients.
• Willingness to travel frequently to other sites.

Preferred Qualifications

• Six Sigma Green Belt certification or higher is a plus.
• Experience managing training operations across two or more sites simultaneously.
• Previous experience supporting Trust & Safety or Content Moderation programs.
• Experience working directly with international clients and stakeholders.