Note: The job is a remote job and is open to candidates in USA. Kotter is hiring a Senior Training Business Operations Lead to own and improve the operational foundation of its training business. The role oversees program delivery, business performance, processes, systems, resource planning, and cross-functional coordination to support an excellent client experience and scalable, financially healthy operations.
Responsibilities
- Oversee the operational details of Kotter’s corporate and public training programs, from initial planning through delivery and follow-up
- Partner with the training sales team to transition closed deals into active projects, ensuring all client requirements, customizations, and SOW details are clearly understood and documented
- Act as a point of contact for clients post-sale. Manage logistical communications leading up to the training delivery, including facilitation requirements, materials production, and participant preparation
- Coordinate delivery resources assigned to client engagements. Ensure facilitators have the materials, context, and support they need prior to stepping into the room (or Zoom)
- Own the end-to-end execution of the open-enrollment public training calendar. Ensure registration pages are set up, manage attendee communications, order materials, and oversee event logistics (virtual platform management or physical venue coordination)
- Serve as the primary concierge for public attendees, handling inquiries, distributing pre-session instructions, and tracking post-session certificates and surveys
- Occasional on-site or virtual event support and session production, including on-site attendee and vendor management for in-person sessions and technical support for virtual sessions (breakout room management, in-session participant troubleshooting, etc)
- Partner with the Head of Training, Sales Enablement, and Finance to monitor the health and performance of the business. Use performance data to identify trends, surface risks, and recommend actions
- Monitor project health and proactively flag any scope creep or necessary change orders to the SOW
- Monitor vendor spend, venue costs, translation costs, and other inputs to track margin and product performance. Help identify opportunities to improve financial performance and operational efficiency
- Gather client feedback post-delivery, conduct internal debriefs with facilitators, and ensure project closure protocols are established and followed. Ensure success stories are shared with the Training and Marketing teams to feed our library of case studies for use in marketing, business development, and instructional design
- Manage the timeline and actions required to deliver projects, such as core training curriculum asset updates and new product development
- Evaluate how work gets done across the training business and identify opportunities to simplify processes, reduce friction, and improve consistency. Build and maintain practical workflows, tools, documentation, and systems that support reliable delivery as the business grows
- Establish operating rhythms that create visibility into priorities, upcoming programs, business performance, and emerging constraints. Ensure responsibilities are clear, issues are surfaced early, and important decisions lead to action
- Collaborate directly with the Heads of Training and Consulting to forecast capacity, allocate delivery resources effectively across both corporate and public programs, and prevent team burnout
- Coordinate dependencies, ensure go-to-market and delivery readiness, and help keep stakeholders accountable to timelines and deliverables
- Organize – and track access to – training materials, including folder structures in Google Drive and the central asset manager in our LMS. Establish tight version control protocols to ensure all accessible materials reflect the most current copies
- Track progress of delivery requirements for Kotter Certified Trainers, and alert the Head of Training when a Certified Trainer has not met annual requirements to maintain their facilitation license
- Standardize templates, status reports, and delivery checklists to make our operations more repeatable and scalable. Bring ideas that improve our back-of-house processes
- Maintain project management tools (e.g. Asana), ensuring all data is accurate, tasks are updated, and the team is adhering to operational best practices. Optimize and standardize the use of delivery tools (e.g. Zoom, Miro, Mentimeter, and Jotform)
- Work across Training, Consulting, Sales, Marketing, Finance, and external facilitators and partners to align priorities and keep work moving. Build productive relationships, communicate clearly, and influence outcomes without relying on formal authority
- Implement mechanisms that keep the work of the Training team visible to the rest of the firm so the entire firm feels informed and appropriately engaged. Make it easier for stakeholders to understand what is happening, what is needed, and where decisions or action are required
- Partner with the Head of Training to translate business priorities into operational plans, identify dependencies, and ensure the business is ready to deliver new programs, initiatives, and growth opportunities
- Collaborate tightly with the marketing team to align on promotional schedules and campaigns. Ensure marketing has the correct dates, program descriptions, and assets needed to drive enrollment, and report back on registration pacing
- Work with Sales and Training leadership on pipeline visibility, delivery feasibility, capacity constraints, and readiness for new offerings
- Manage translations of training materials into new languages – including coordinating with our third-party translation service and global partners
Skills
- You bring a proven track record in professional services or leadership development, using business judgment and financial data to drive performance and streamline complex delivery systems
- You can seamlessly manage the schedules, capacity, and priorities of multiple stakeholders, from senior leaders to external contractors, keeping work moving across organizational boundaries
- You can jump from a client onboarding call to an internal capacity planning meeting without missing a beat, moving effortlessly between high-level strategy and ground-level tactics
- You sweat the small stuff while understanding how operational performance, utilization, and client experience directly impact revenue and growth goals
- You are comfortable holding boundaries, defending scope, managing up to firm leadership, and bringing people together to solve complex operational challenges
- You are exceptionally organized and take complete ownership to anticipate issues, bring structure to ambiguous situations, and follow through on solutions without rigid playbooks
- You love learning new technologies and skills, seeking out root causes rather than temporary workarounds to continuously improve core systems
- Candidates with experience in business operations, professional services, consulting, training as a service, or leadership development
- People who combine operational excellence with business acumen and use data to improve performance, resource utilization, and profitability
- Operators who are able to build scalable processes, strengthen systems, and improve how teams work
- People who take ownership, solve problems, and influence across functions to turn business priorities into results
- 5+ years of relevant experience in business operations, training operations, program operations, service delivery, or a related field
- A bachelor's degree or equivalent practical experience
- Experience managing complex operational workflows and coordinating multiple stakeholders, priorities, and deadlines
- Demonstrated ability to improve processes, systems, or operating practices and translate ideas into lasting changes
- Experience using data, reporting, and performance metrics to identify issues, evaluate results, or inform decisions
- Business and financial acumen, including an understanding of operating costs, resource utilization, and factors that affect profitability
- Strong planning and organizational skills, paired with the judgment to prioritize and adapt as circumstances change
- Excellent written and verbal communication skills and the ability to build effective relationships across functions
- Comfort working independently, navigating ambiguity, and influencing without formal authority
- Proficiency with business productivity tools and operational systems
- Must be authorized to work in the United States without current or future employer-sponsored visa support
- Master's degree or MBA a plus
- Experience with CRM, learning management, scheduling, or reporting platforms is a plus
Benefits
- Health coverage
- 401(k)
- Unlimited paid time off
- Professional development opportunities
- Remote, U.S.-based position
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