Customer Happiness Excellence Manager (Training Enablement)

TL;DR

Customer Happiness Excellence Manager (Training Enablement): Designing and managing training programs and onboarding lifecycles for internal and vendor customer service teams with an accent on capability building and AI-powered learning. Focus on developing ramp-up curricula, evolving the skill model, and administering the Sana LMS to ensure operational readiness.

Location: Málaga, Spain (Hybrid: 50% in-office time required)

Company

hirify.global is a fast-growing vacation rental technology company that simplifies the booking and hosting experience for millions of users worldwide.

What you will do

• Own the full onboarding lifecycle for new hires and vendor teams across all Lines of Business, from kick-off to sign-off.
• Design and deliver targeted training programs, from microlearning to full curricula, for new launches and policy changes.
• Develop power skills training for an AI-first environment, focusing on critical thinking, de-escalation, and emotional resilience.
• Evolve the CHT Skill Model and design upskilling interventions based on KPI gaps and quality findings.
• Administer the Sana LMS, including user management, certification logic, and usage analytics.

Requirements

• 3+ years of experience in L&D, instructional design, or training enablement in fast-moving operational environments.
• Professional background in customer service or contact center environments.
• Proven experience in end-to-end ownership of training projects from needs analysis to delivery.
• Proficiency in LMS administration (Sana or equivalent).
• Experience designing training for external vendor or partner teams.
• Familiarity with Confluence, Jira, Google Workspace, and AI-powered content creation tools.

Culture & Benefits

• Hybrid work model with 50% in-office time and the option to work from other locations for up to 8 weeks a year.
• Culture of professional growth with mentorship and personal learning budgets, with a strong focus on AI.
• International environment with colleagues from over 60 nations.
• Additional perks including travel benefits and gym discounts.