L&D Specialist, Partner Network Training Lead

Ōura

14h • Remote

About The Position

Our mission at Oura is to empower every person to own their inner potential. Our award-winning products help our global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their Oura Ring and its connected app. We've helped millions of people understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles.
Empowering the world starts with living our values and empowering our team. As a quickly growing company focused on helping people live healthier and happier lives, we ensure that our team members have what they need to do their best work — both in and out of the office.
About the Team:
Member Experience (MX) supports our global BPO (Business Process Outsourcing) partner network across channels and regions, ensuring members receive consistent, high‑quality support wherever they contact us. MX Education enables BPO partners to deliver outstanding member experiences by providing scalable training, clear standards, and data‑driven coaching in close partnership with Global Support Operations, QA, and Vendor Management.
The Role:
As Partner Network Training Lead, you will own the development, delivery, and continuous improvement of MX training programs across our global BPO network. You will ensure:
Readiness for Partner Member Care Representatives in all roles.
Launch readiness for new policies, workflows, tools, and product updates at partner sites worldwide.
You will lead execution for partner training at BPO sites—planning and running enablement cycles, installing readiness gates, and using data to target interventions—while working with other members of the MX Education team to develop, deliver, and implement learning solutions.
Location: We have a strong preference for candidates based in the Eastern Time Zone.

Requirements

• 8+ years of related experience in training, enablement, or adjacent MX domains (support operations, QA, or vendor management); or equivalent experience.
• Proven BPO enablement experience across multi‑site vendors, including data‑driven coaching to improve ramp‑to‑proficiency, QA scores, CSAT, and AHT/FCR.
• Strong live facilitation and virtual classroom skills; able to engage diverse learner groups and coach trainers to do the same.
• Excellent cross‑functional collaboration and stakeholder communication, including with vendor leadership and internal MX teams.
• Strong program planning and calendar management; comfortable coordinating complex training schedules across multiple sites and regions.
• Ability to interpret performance data (QA, CSAT, AHT/FCR, handle types, error rates) and translate insights into targeted enablement plans.
• Comfortable using LMS and common collaboration tools; able to learn internal systems quickly and guide trainers in their use.
• Growth mindset and willingness to pilot new approaches (e.g., simulations, micro‑learning, AI‑assisted tools) and iterate based on feedback.

Nice To Haves

• Exposure to healthcare or regulated programs, including privacy, routing, and SLA nuances across channels and personas.
• Certifications in adult learning or support excellence (e.g., CTT+, CPTD/APTD, ITIL Foundation, HDI) or equivalent demonstrable expertise.
• Knowledge of accessibility and inclusive facilitation practices (e.g., WCAG‑aligned materials, inclusive facilitation across cultures and language levels).

Responsibilities

• Lead the development and execution of the BPO onboarding and upskilling curriculum strategy.
• Collaborate with BPO leadership and internal teams (QA, Workforce Management, Ops) to align training objectives with operational realities.
• Own training delivery plans for new site launches and major change events, including timelines, dry-runs, and cutover coordination. Partner with site leaders to ensure trainers have the tools, environments, and time needed to execute training plans effectively.
• Use QA scores, CSAT, and ramp-to-proficiency data to identify performance gaps and prioritize training interventions.
• Partner with Instructional Designers to define facilitation requirements and provide feedback loops to improve course content.
• Deliver Train-the-Trainer (TTT) sessions and certification workshops to ensure BPO trainers are equipped to meet delivery standards.
• Support BPO trainer communities through regular forums and structured coaching to share best practices across regions.
• Maintain a "Partner Training Playbook" and ensure consistent training environments, tools, and evaluation criteria across all sites.

Benefits

• Competitive salary and equity packages
• Health, dental, vision insurance, and mental health resources
• An Oura Ring of your own plus employee discounts for friends & family
• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
• Paid sick leave and parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed