Senior Manager, Training, Content, and Quality

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Training, Content, and Quality based in the United States.** This senior leadership role will oversee the teams responsible for training, content, and quality within a growing Shared Services organization. You will shape the strategy, operating model, and continuous improvement roadmap for three critical functions at different stages of maturity. Your work will directly influence onboarding effectiveness, employee performance, knowledge management, and frontline customer support quality. You will build scalable learning programs that accelerate new-hire ramp time while reducing reliance on informal shadowing and operational subject-matter experts. The role also offers an opportunity to define how AI can transform enablement, knowledge management, and quality operations across the broader organization. You will partner closely with Operations and cross-functional stakeholders to connect strategic priorities with measurable execution. This is an ideal opportunity for a transformative people leader who thrives in fast-paced environments and wants to help build the future of AI-enabled support operations. ### Accountabilities: - Lead, manage, mentor, and develop teams across Training, Content, and Quality, establishing clear career paths and building a high-performing learning and enablement organization. - Develop and execute a multi-year strategic vision for support enablement that evolves with business growth, operational complexity, and changing customer needs. - Assess the maturity, operating models, structures, priorities, and capabilities of the Training, Content, and Quality functions and establish clear roadmaps for scaling each area. - Redesign and own the first-year onboarding experience, creating a structured and engaging learning journey that accelerates frontline ramp time and reduces early-stage attrition. - Build measurable new-hire curricula that place knowledge transfer primarily with dedicated training teams, using shadowing as reinforcement rather than the core learning model. - Establish a closed-loop feedback system connecting Training, Content, Quality, and Operations to identify recurring knowledge gaps and convert insights into targeted learning and content improvements. - Design and implement a Train-the-Trainer framework that enables internal leaders and external BPO training teams to consistently deliver high-quality instruction. - Establish and monitor training performance metrics, including completion rates, assessment results, 30/60/90-day performance, and correlations between training outcomes and operational KPIs. - Develop and execute an AI strategy for Training, Content, Quality, and the broader Operations organization, identifying opportunities to increase efficiency, effectiveness, and scalability. - Own the strategy for evaluating, creating, maintaining, and continuously improving internal and external knowledge bases. - Partner with Operations leaders to ensure enablement priorities are aligned with operational roadmaps, business objectives, and frontline needs. - Create clarity across a developing function by balancing immediate operational requirements with long-term scalability, consistency, and reliability. - Identify opportunities to improve processes, systems, and organizational structures as the business scales. ### Requirements: - 8+ years of experience in support, operations, enablement, training, or a related function, including at least 3 years managing multiple teams or functions. - Previous experience leading or working closely across Training, Content, and Quality functions, with a strong understanding of how these disciplines interact. - Demonstrated experience designing and implementing structured onboarding programs and curricula that reduce reliance on shadowing and operational subject-matter experts. - Strong people leadership skills, including experience developing managers and individual contributors, establishing career paths, and fostering high-performing teams. - Comfortable working in a startup or fast-paced environment where processes, structures, and strategies may need to be built from the ground up. - Transformative leadership mindset with a clear perspective on the future of AI-native support and the ability to turn that vision into practical initiatives. - Experience identifying and implementing AI-enabled opportunities to improve training, knowledge management, quality, or broader operational effectiveness. - Proficiency with Learning Management Systems, Content Management Systems, quality-management platforms, knowledge bases, and other relevant operational technologies. - Strong analytical and strategic thinking skills, with the ability to establish meaningful performance metrics and connect enablement outcomes to operational KPIs. - Excellent cross-functional communication skills and the ability to align operational, technical, and business stakeholders around shared priorities. - Ability to create structure and clarity in evolving organizations while balancing immediate business needs with long-term scalability. - Strong problem-solving, change-management, and continuous-improvement capabilities. - Experience in healthcare, financial services, insurance, or another highly regulated industry is a plus. - Demonstrated commitment to customer impact, collaboration, transparency, curiosity, empathy, and continuous improvement. ### Benefits: - Base compensation of **$130,000–$159,000 USD annually** for fully remote positions, depending on experience, qualifications, and working location. - Base compensation of **$155,000–$190,000 USD annually** for hybrid positions. - Choice between fully remote work or hybrid work from eligible hubs in **New York City, San Francisco, or Seattle**. - Hybrid employees work onsite three days per week, typically Tuesday through Thursday. - Travel approximately **2–3 times per year** for company or department offsites. - Comprehensive medical, dental, vision, life, and disability insurance. - No-cost access to therapy through the organization's platform for eligible U.S. employees. - Retirement savings programs and equity opportunities. - Flexible time off, paid holidays, and a company-wide winter break. - Up to **18 weeks of paid parental leave**, plus a new-child stipend. - Dedicated weekly flexible time for mental health and personal wellbeing. - Annual wellness and professional development stipend supporting fitness, education, books, and learning resources. - Pre-tax commuter benefits for employees working from hub locations. - Home-office support and meal benefits tailored to remote and hub-based employees. - Additional wellbeing resources, including wellness memberships, virtual care, pet insurance discounts where available, and global travel assistance. - Opportunity to make a meaningful impact in a rapidly growing organization focused on improving access to quality mental healthcare. - Inclusive environment that values diverse experiences, transferable skills, and individual strengths.