Consumer Services Training Manager

Location: Marysville, Ohio, United States

Salary: $99,700–$117,300 per year, plus eligibility for corporate bonus programs.

Company

hirify.global is a consumer products company supporting six brands and customer service operations.

What you will do

• Define and execute a scalable learning strategy aligned with business goals, frontline performance, and brand loyalty.
• Build end-to-end training architecture covering new-hire onboarding and year-round professional development.
• Create modular, brand-accurate classroom, virtual, micro-learning, LMS, and multimedia content.
• Own the centralized knowledge base and coordinate updates with brand partners for product launches and policy changes.
• Develop train-the-trainer frameworks and coaching tools for supervisors and senior agents.
• Measure training effectiveness using CSAT, First Contact Resolution, retention, AHT, NPS, and QA metrics while leading the transition to the new framework.

Requirements

• 5+ years of experience in Learning & Development or Training Management within customer service, call center, or consumer experience environments.
• Experience building end-to-end training programs from scratch, preferably for multiple brands or products.
• Experience leading major organizational change or program overhauls.
• Mastery of adult learning theory and synchronous and asynchronous instructional design.
• 4+ years of hands-on experience with call center technology, including CRM and QA software such as Salesforce and NiCE.
• Strong analytical, communication, project management, and cross-functional collaboration skills.

Nice to have

• Prosci or similar change management certification and knowledge of ADKAR models.
• Experience with Articulate 360 Suite, Centrical, Iorad, and AI learning tools.

Culture & Benefits

• Medical, dental, and vision coverage for employees and dependents.
• Wellness reimbursement and a 401(k) match of up to 7.5%.
• 15% discount on company stock.
• Family planning support and up to $30,000 for adoption, fertility, and surrogacy.
• Employee resource groups, career development opportunities, and community volunteering programs.