CX Training Manager

🕒 July 29

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📚 Learning and Development

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Roadie

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🍽️ Food & Beverage

🏥 Healthcare

🏗️ Construction

Food & Beverage • Healthcare • Construction

Roadie is a crowdsourced delivery platform that provides local same-day delivery across the United States. As a UPS company since 2021, it offers reliable delivery solutions with a network of 200,000 drivers, enabling efficient last-mile shipping for various industries like retail, e-commerce, and healthcare. Roadie's services include handling deliveries for bulky items, returns processing, and providing delivery solutions for a wide range of industries including airline luggage, grocery, and construction supplies. Their platform supports streamlined delivery operations with real-time tracking, 24/7/365 availability, and seamless API integration, making Roadie an ideal solution for businesses looking to improve their logistics and delivery capabilities.

📋 Description

• Lead, coach, and develop a team of internal trainers/facilitators, setting clear performance standards for delivery quality, engagement, and knowledge transfer • Own day-to-day training delivery operations across internal and BPO sites, ensuring consistent pacing, content fidelity, and graduation standards • Partner cross-functionally with Quality and CX stakeholders to identify operational gaps, synthesize feedback, and drive iterative improvements to training processes aligned with evolving department needs • Conduct regular trainer and classroom observations (internal and BPO) using a standardized rubric; provide coaching, calibration, and corrective action as needed • Analyze training performance metrics (assessment scores, nesting KPIs, AHT ramp, quality scores, attrition during training) to identify learning gaps and drive continuous improvement • Partner with Instructional Design to translate learner feedback into content updates, ensuring materials stay accurate and relevant as products/policies evolve • Serve as the primary point of contact for BPO training managers, holding partners accountable to delivery standards (in partnership with vendor management), SLAs, and graduation criteria while managing co-employment boundaries appropriately • Lead calibration sessions across internal and BPO trainers to ensure consistent scoring and shared understanding of what “ready for production” looks like • Establish facilitation standards and coaching practices that create engaging learning experiences across all delivery modalities • Manage escalations related to trainer performance, cohort risk, or BPO delivery gaps, balancing partnership with accountability • Conduct periodic site visits/audits of BPO facilities to validate in-person adherence to standards not visible remotely

🎯 Requirements

• 5+ years in training/development within a contact center or similar operations environment, including 3+ years managing trainers/facilitators • Proven experience overseeing training delivery across outsourced/BPO partners, including navigating co-employment considerations • Strong grasp of adult learning principles and instructional design fundamentals (though not the primary content creator) • Data fluency - comfortable pulling and interpreting training/performance metrics to make delivery decisions • Strong project management and planning skills, with the ability to balance competing priorities across a complex, multi-stakeholder training environment • Excellent coaching, calibration, and stakeholder communication skills across internal and external audiences • Experience with formal observation/calibration frameworks • Familiarity with Learning Management Systems (though not the primary administrator) • Experience training in multichannel support environments (voice, chat, email)

🏖️ Benefits

• 100% company-paid health insurance for yourself • 401(k) with company match • Tuition & student loan repayment assistance- yes, we’ll contribute directly to your student loans! • Remote-first environment • Unlimited PTO • Inclusive family leave policy that supports all new parents • Paid Wellness Days in addition to Company holidays • Monthly WFH stipend • Paid sabbatical leave- tenured Roadies are given extra time to unplug, rest, and explore • The technology you need to get the job done