Senior Manager, Training, Content, and Quality

Responsibilities

• Lead, mentor, and develop teams across Training, Content, and Quality.
• Develop and execute a multi-year support-enablement strategy for a scaling organization.
• Assess function maturity, operating models, team structures, and priorities; establish roadmaps and resourcing plans.
• Overhaul first-year onboarding with a measurable curriculum that reduces frontline ramp time and early-stage turnover.
• Shift knowledge transfer ownership to trainers, using shadowing as reinforcement rather than the primary learning method.
• Build a closed-loop feedback system that converts recurring knowledge gaps into content updates and learning solutions.
• Design and implement a Train-the-Trainer framework for internal leaders and BPO vendor trainers.
• Own training metrics, including completion rates, assessment scores, 30/60/90-day performance, and relationships between training outcomes and operational KPIs.
• Develop an AI strategy to improve Training, Content, Quality, and Operations.
• Own the strategy for assessing, building, and maintaining internal and external knowledge bases.

Requirements

• 8+ years of experience in support, operations, or a related function.
• At least 3 years managing multiple teams or functions.
• Experience leading or contributing to Training, Content, and Quality functions.
• Experience building structured onboarding and curricula that reduce dependence on shadowing and Operations subject-matter experts.
• Experience working in a fast-paced startup environment with a 0-to-1 mindset.
• Strong people leadership and cross-functional communication skills.
• Ability to create clarity in a new function, align operational and technical partners, and balance immediate needs with long-term reliability.
• Proficiency with learning management systems, content management systems, quality software, and related tools.

Nice to Have

• Experience in healthcare, financial services, insurance, or another highly regulated environment.
• A clear perspective on AI-native support and the ability to develop and execute that vision.

Compensation and Benefits

• Fully remote base compensation: $130,000–$159,000 USD annually.
• Hybrid base compensation: $155,000–$190,000 USD annually.
• Medical, dental, vision, life, and disability coverage.
• Therapy access through the company platform for US employees.
• Retirement savings programs and equity opportunities.
• Flexible time off, paid holidays, and winter break.
• Paid parental leave, new-child stipend, wellness and development stipend, commuter benefits, home-office support, meal benefits, and additional wellness perks.