Training Manager - Nashville, TN

As the Training Manager, you will lead and develop a team responsible for preparing agents to support law enforcement agencies effectively. In this role, you will oversee the full training lifecycle—including the design, delivery, and continuous improvement of training programs and knowledge resources. Your team ensures agents are equipped with the skills, materials, and accurate information needed to validate critical details within internal systems and provide timely, reliable guidance to partnering law enforcement entities.

You will also work closely with operations and subject matter experts to maintain high‑quality training content and ensure the knowledge agents rely on is current, clear, and aligned with program requirements.

This position is based on site at our Nashville location. Because the center operates 24/7, the Training Manager must be able to support a team that delivers training across multiple shifts—including evenings, weekends, and holidays.

* Position is contingent upon contract award*

• Manage collaboration with stakeholders to perform needs analysis, develop learning objectives and design deliverables that meet the business needs and organizational quality standards.
• Create and organize training sessions, and deliver instructor‑led training programs as needed to achieve business outcomes and effective transfer of learning in the workplace.
• Forge relationships with internal and external stakeholders to ensure that both tactical and strategic goals and outcomes are met.
• Develop and implement training programs and materials to ensure business requirements are met for effective operation programs.
• Complete hiring and performance‑management processes to support a high‑performing training team.
• Provide confidential coaching/facilitation and work closely with all levels of operation staff to ensure the integrity of the program and provide highly skilled feedback on operations staff performance in scheduled training and informal skills‑based coaching.
• Ensure Training Specialists and Operations staff are provided with up‑to‑date knowledge of project‑related updates, processes, and procedures.
• Develop a means of measuring the effectiveness of training programs developed or administered through evaluation, testing, and assessment of program outcomes.
• Review, evaluate, and modify existing and proposed programs.
• Develop assessments to measure and assess effectiveness of the curriculum and learner performance in the workplace, integrating results into new and existing course curriculum.
• Maintain a library of training aids.

• Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.
• Must be a US Citizen.
• Call center knowledge and experience preferred.
• Ability to work onsite in Nashville, TN required.
• Because the center operates 24/7, the Training Manager must be able to support a team that delivers training across multiple shifts—including evenings, weekends, and holidays.
• Must have the ability to pass a federal background check.

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