CX Training Manager

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs.

With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door.

What You’ll Do

• 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

What You Bring

• 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
• Experience training in multichannel support environments (voice, chat, email)

Why Roadie?

• Competitive total rewards package
• 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

This role is not eligible for Visa sponsorship. Applicants must be authorized to work for any employer in the U.S.