Customer Experience Training Manager

Visual Comfort & Co.•Houston, TX

14d•$82,000 - $86,000•Onsite

About The Position

Reporting to the Senior Director of Customer Experience, the Customer Experience Training Manager for Wholesale is responsible for leading all training strategies, development, execution, and governance across the Wholesale Customer Experience organization (Signature & Brands). This role directly manages Trainers and Quality Assurance Representatives supporting Wholesale operations. The Training Manager oversees all new-hire and ongoing training, system and process onboarding, product knowledge education, and operational readiness for system and workflow changes impacting Wholesale. The role works closely with Wholesale leadership, cross-functional partners, and subject-matter experts to ensure training programs drive consistency, operational accuracy, and best-in-class customer experience for B2B partners.

Requirements

Bachelor’s degree in Education, Communication, Business, or a related field; advanced degree or professional certifications in training or leadership preferred.
5+ years of experience in training, instructional design, or adult learning
3 years of experience in a leadership or supervisory capacity within a training function
3+ years of experience in customer service or customer experience roles with demonstrated expertise in service excellence principles.
Fluent in English with exceptional written and verbal communication skills; multilingual ability is a plus.
Proven ability to lead and mentor training teams, manage projects, and influence stakeholders across departments.
Advanced problem-solving and analytical skills, with proficiency in ERP systems such as Oracle JD Edwards or similar platforms.
Expert-level presentation and facilitation skills, capable of delivering complex content to diverse audiences and adapting to multiple learning styles.
Strong knowledge of customer service best practices, including professional phone etiquette and service recovery techniques.
Superior organizational and time management skills, with the ability to prioritize, manage multiple deadlines, and perform under pressure in a dynamic environment.
Self-directed and proactive, demonstrating meticulous attention to detail and a commitment to achieving high-quality results.
Available to work a flexible schedule including weekends, early mornings, late evenings
Equivalent combinations of education and experience will be considered for this role

Responsibilities

Lead and manage Wholesale Customer Experience Training and Quality programs, ensuring alignment with Signature & Brands operational strategies.
Develop the long-term training roadmap for Wholesale, including onboarding, continuous education, system rollouts, product training, and skill development.
Serve as the primary training liaison to Wholesale leadership, Operations, IT, Product, Sales, and Learning & Development.
Own all training for Wholesale Customer Experience roles, ensuring content accurately reflects Wholesale-specific workflows, policies, systems, and expectations.
Design, maintain, and standardize comprehensive training curriculum for Wholesale functions including Order Management, B2B workflows, claims, backoffice, and partner communication.
Oversee the creation and maintenance of manuals, presentations, job aids, e-learning modules, and system walkthroughs tailored to Wholesale needs.
Directly oversee Trainers and QA Representatives supporting Wholesale operations.
Conduct performance management, coaching, and professional development to ensure training delivery is consistent, accurate, and aligned with department standards.
Ensure staffing and scheduling of training resources meet Wholesale hiring and operational demands.
Use Wholesale KPIs, QA insights, error trends, and customer feedback to identify training gaps and prioritize updates.
Partner with Wholesale Supervisors and Managers to evaluate learning needs and support new processes, policies, and system enhancements.
Maintain accurate Wholesale training records and ensure compliance with internal standards.
Lead the Wholesale QA framework, ensuring calibration, accurate scoring, and actionable insights for performance improvement.
Align training content and refreshers based on QA findings to reduce error rates and ensure consistency across Wholesale teams.
Build proactive training readiness plans for Wholesale teams in collaboration with IT, Operations, and business partners.
Demonstrate commitment to Visual Comfort & Co. values and maintain strong attendance and collaboration while onsite.