CX Partner Training Specialist

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. Seniority level Entry level Employment type Full-time Job function Human Resources Industries IT Services and IT Consulting Referrals increase your chances of interviewing at TalentPop App by 2x Get notified about new Training Specialist jobs in Davao, Davao Region, Philippines . We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr