Senior Training Manager – Customer Experience & Engagement – Global Learning & Development

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About Hirevault

Hirevault is redefining the grocery and retail experience by blending cutting‑edge technology with a human‑centric approach. Our mission is simple yet powerful: to bring people together through the joy of food. By delivering groceries, household essentials, and personalized shopping experiences directly to customers’ doors, we create moments of connection and convenience that matter. Behind every order is a team of dedicated professionals who share a common goal—making every interaction seamless, efficient, and memorable. At Hirevault, we don’t just deliver groceries; we deliver trust, quality, and a sense of community.

Why Hirevault?

Hirevault is a Flex First organization. We recognize that talent thrives when it has the freedom to choose where it works—whether that’s from home, an office, or a favorite coffee shop. Our flexible work model is complemented by a vibrant in‑person culture that brings people together through regular events, workshops, and community initiatives. We invest in our people’s growth, celebrate diversity, and foster an environment where innovation and collaboration are the norm.

Position Overview

As the Senior Training Manager – Customer Experience & Engagement, you will be the architect of Hirevault’s learning ecosystem for our Customer Experience (CX) teams worldwide. You will partner with cross‑functional leaders, external vendors, and internal stakeholders to design, deliver, and continuously improve training programs that elevate agent performance, enhance customer satisfaction, and drive operational excellence. Your influence will shape the way our CX professionals grow, adapt, and thrive in a fast‑moving, data‑driven environment.

Key Responsibilities

• Strategic Leadership: Own the CX training strategy, roadmap, and execution across all regions. Translate business objectives into learning initiatives that support Hirevault’s growth and customer‑centric vision.
• Curriculum Design & Development: Create engaging, evidence‑based learning content for onboarding, skill enhancement, and continuous development. Leverage adult learning principles, instructional design frameworks, and emerging technologies to deliver impactful experiences.
• Facilitator Coaching: Mentor and coach a global team of training facilitators, ensuring they embody Hirevault’s values and deliver high‑quality sessions. Provide feedback, performance reviews, and professional development plans.
• Program Implementation: Roll out learning programs across multiple modalities—virtual instructor‑led, synchronous/asynchronous, experiential, and blended learning. Ensure seamless delivery, accessibility, and scalability.
• Metrics & Analytics: Define, track, and analyze key performance indicators (KPIs) such as training completion rates, knowledge retention, agent productivity, and customer satisfaction scores. Use data to iterate and improve learning outcomes.
• Vendor Collaboration: Partner with Vendor Management and external training partners to maintain consistency, quality, and cost‑efficiency across the enterprise.
• Continuous Improvement: Stay abreast of industry trends, emerging tools, and best practices. Champion innovative solutions—such as micro‑learning, AI‑driven coaching, and immersive simulations—to keep Hirevault at the forefront of CX training.
• Stakeholder Engagement: Work closely with CX leaders, product managers, and operations teams to align training with evolving business needs and technology roadmaps.

Essential Qualifications

• 10+ years of progressive experience in customer support, with a deep understanding of the end‑to‑end customer journey.
• Minimum 5 years in training and development, preferably within a contact center or technology‑driven environment.
• 5+ years of people‑management experience, leading diverse teams across multiple regions.
• Proven expertise in curriculum design, instructional strategy, and learning technology implementation.
• Strong grasp of adult learning theory, blended learning models, and data‑driven training evaluation.
• Exceptional organizational, project management, and stakeholder‑management skills.
• Excellent communication, presentation, and facilitation abilities—capable of simplifying complex concepts for varied audiences.
• Adaptability to fast‑paced, evolving environments with shifting priorities and strategies.

Preferred Qualifications

• Experience in multichannel support operations (voice, chat, email, SMS, social media).
• Background in startups, marketplaces, or e‑commerce platforms.
• Familiarity with large, diverse customer support and operations organizations.
• Deep knowledge of agent tools, processes, and best practices in CX operations.
• Track record of developing training across multiple delivery modalities—virtual, hands‑on, instructor‑led, remote classroom, synchronous, and asynchronous.
• Bachelor’s degree in Education, Business Administration, or a related field; advanced degree or certifications in Training & Development (e.g., CPLP, ATD, or similar) are a plus.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Instructional Design & Learning Analytics
• Change Management & Continuous Improvement
• Cross‑Functional Collaboration & Influence
• Data‑Driven Decision Making
• Technology Fluency (LMS, authoring tools, virtual classroom platforms)
• Strong Coaching & Mentoring Mindset
• Customer‑Obsessed Mindset with a passion for delivering exceptional experiences

Career Growth & Learning Opportunities

At Hirevault, your professional journey is supported by a robust learning ecosystem. You will have access to:

• Executive mentorship programs that pair you with senior leaders across the organization.
• Cross‑functional project teams that expose you to product, engineering, and data science.
• Annual learning budget for certifications, conferences, and workshops.
• Internal mobility pathways to roles in product, operations, or global strategy.
• Leadership development tracks that prepare you for senior management positions.

Work Environment & Culture

Hirevault thrives on a culture of innovation, collaboration, and inclusion. Our teams are empowered to experiment, iterate, and bring fresh ideas to the table. We celebrate successes—big and small—through recognition programs, community events, and transparent communication. Our Flex First model ensures that you can work from wherever you perform best, while still feeling connected to the Hirevault family through regular in‑person gatherings, hackathons, and volunteer initiatives.

Compensation & Benefits

While specific compensation varies by location and experience, Hirevault offers a competitive base salary, performance‑based bonuses, and equity opportunities. Additional benefits include:

• Comprehensive health, dental, and vision plans.
• Generous paid time off and flexible holiday scheduling.
• 401(k) plan with company match.
• Wellness programs, including mental health resources and fitness stipends.
• Professional development budget and tuition reimbursement.
• Employee stock purchase plan and equity grants.
• Remote work flexibility and home‑office stipend.

Ready to Join Hirevault?

If you are a visionary learning leader who thrives in a dynamic, customer‑centric environment, we invite you to bring your expertise to Hirevault. Join us in shaping the future of grocery and retail, one training program at a time, and help us deliver moments of joy to millions of customers worldwide. Apply today and become a catalyst for change at Hirevault.

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