Senior Manager, Training

Job Overview

About the team:
We are a dynamic team of instructional designers, curriculum creators, facilitators, and relationship builders. At our core, we are training professionals and cross‑functional collaborators who thrive on connecting people with the learning they need to succeed. The Senior Manager, Training defines and owns the strategic vision for the Support Training function.

• Develop and execute a multi‑year strategic vision for support enablement that adapts to platform changes, new product launches, and scaling demands.
• Act as the primary liaison between business stakeholders, Quality Assurance (QA), Product, Engineering, and the training team to ensure training updates align with product and policy changes.
• Partner with the QA team to build a closed‑loop feedback system that identifies recurring frontline knowledge gaps and translates them into targeted learning solutions.
• Overhaul and own the first‑year onboarding journey, creating an engaging learning experience that minimizes frontline ramp time and reduces early‑stage turnover.
• Oversee the creation of technically rigorous, scenario‑based learning experiences, including call and chat simulations, sandbox environments, and role‑playing exercises.
• Build modular training tracks tailored to multiple support functions, including Tier1, Tier2, Tier3, Claims, and specialized support teams.
• Directly manage, mentor, and develop a team of Training Specialists, creating clear career development paths and fostering a high‑performing learning organization.
• Design and implement a Train‑the‑Trainer framework to empower internal leaders and BPO vendor trainers to deliver high‑quality instruction.
• Own training performance metrics, including completion rates, assessment scores, 30/60/90‑day performance, and the relationship between training outcomes and operational KPIs.
• Translate learning analytics into clear, data‑driven insights and recommendations for senior leadership and cross‑functional stakeholders.

• 7+ years of experience in adult learning, instructional design, talent development, or a related field.
• 4+ years of experience leading and developing training teams within a high‑volume Customer Support, SaaS, or BPO environment.
• Deep expertise in instructional design methodologies such as ADDIE, Bloom's Taxonomy, and Kirkpatrick's Levels of Evaluation.
• Strong analytical mindset with experience measuring training effectiveness and ROI through operational metrics such as FCR, AHT, CSAT, and QA performance.
• Exceptional verbal and written communication skills, with a proven ability to influence cross‑functional stakeholders without direct authority.
• Strong leadership, coaching, and mentoring skills with a passion for developing high‑performing teams.
• Ability to manage multiple priorities and execute effectively in a fast‑paced, evolving environment.
• Demonstrates Turo's values through work product and day‑to‑day team interactions.
• Bonus:
  Bachelor’s degree in Education, Human Resources, Communications, Organizational Development, or a related field, or equivalent practical experience.
• Experience with LMS platforms such as Work Ramp, Docebo, Lessonly/Seismic, or Learn Upon.
• Experience with customer support platforms such as Kustomer, Zendesk, Salesforce Service Cloud, or Freshdesk.
• Experience using content creation tools such as Articulate Storyline, Articulate Rise, Camtasia, Canva, or AI‑assisted video generation tools.
• Experience with data and analytics platforms such as Domo, SQL, Tableau, PowerBI, MaestroQA, Klaus, or similar reporting tools.

For this role, the target base salary range in Phoenix is $115,000 – $140,000 annually. The position is also eligible for equity and benefits. Within the range, individual pay is determined by objective factors assessed during the application and interview process.

Benefits include: competitive salary, equity, employer‑paid medical, dental, and vision insurance, retirement employer match, learning & development stipend, host matching program, travel credit, cell phone and internet stipend, paid time off, paid holidays, volunteer time off, and parental leave. For employees…