CX Training Manager (Logistics)

TL;DR

CX Training Manager (Logistics): Leading the execution of training programs across Customer Experience for internal teams and BPO partners with an accent on delivery quality, engagement, and knowledge transfer. Focus on analyzing training performance metrics, optimizing BPO delivery standards, and aligning educational content with evolving product policies.

Location: Remote (Must be authorized to work for any employer in the U.S.)

Company

hirify.global, a UPS company, is a leading logistics and delivery platform providing scalable delivery solutions across the United States.

What you will do

• Lead and coach a team of internal trainers and facilitators to ensure high-quality knowledge transfer.
• Oversee day-to-day training operations across internal and BPO sites, maintaining content fidelity and graduation standards.
• Analyze training performance metrics (assessment scores, KPIs, AHT ramp) to identify and close learning gaps.
• Partner with Instructional Design to translate learner feedback into accurate content updates.
• Act as the primary point of contact for BPO training managers, ensuring accountability to SLAs and delivery standards.
• Conduct regular classroom observations and calibration sessions to maintain consistent scoring and production readiness.

Requirements

• Work Authorization: Must be authorized to work for any employer in the U.S. (no Visa sponsorship available).
• 5+ years of experience in training/development within a contact center or similar operational environment.
• 3+ years of experience managing trainers or facilitators.
• Proven track record of overseeing training delivery through outsourced BPO partners.
• Strong understanding of adult learning principles and instructional design fundamentals.
• Fluency in data interpretation to drive delivery decisions and performance improvements.

Culture & Benefits

• Remote-first work environment with a monthly WFH stipend.
• 100% company-paid health insurance and 401(k) with company match.
• Unlimited PTO, Paid Wellness Days, and inclusive family leave policy.
• Tuition and student loan repayment assistance.
• Paid sabbatical leave for tenured employees.