Senior Manager, Training

Turo•Arizona, AZ

13d•$115,000 - $140,000•Hybrid

About The Position

The Senior Manager, Training defines and owns the strategic vision for the Support Training function. In this high-impact role, you will develop a scalable learning roadmap that aligns training program design, onboarding, and continuous capability building with organizational growth objectives. You will lead a team of Training Specialists to transform support training into a strategic engine that directly improves the customer and frontline experience.

Requirements

7+ years of experience in adult learning, instructional design, talent development, or a related field.
4+ years of experience leading and developing training teams within a high-volume Customer Support, SaaS, or BPO environment.
Deep expertise in instructional design methodologies such as ADDIE, Bloom's Taxonomy, and Kirkpatrick's Levels of Evaluation.
Strong analytical mindset with experience measuring training effectiveness and ROI through operational metrics such as FCR, AHT, CSAT, and QA performance.
Exceptional verbal and written communication skills, with a proven ability to influence cross-functional stakeholders without direct authority.
Strong leadership, coaching, and mentoring skills with a passion for developing high-performing teams.
Ability to manage multiple priorities and execute effectively in a fast-paced, evolving environment.
Demonstrates Turo's values through work product and day-to-day team interactions.

Nice To Haves

Bachelor's degree in Education, Human Resources, Communications, Organizational Development, or a related field, or equivalent practical experience.
Experience with LMS platforms such as WorkRamp, Docebo, Lessonly/Seismic, or LearnUpon.
Experience with customer support platforms such as Kustomer, Zendesk, Salesforce Service Cloud, or Freshdesk.
Experience using content creation tools such as Articulate Storyline, Articulate Rise, Camtasia, Canva, or AI-assisted video generation tools.
Experience with data and analytics platforms such as Domo, SQL, Tableau, Power BI, MaestroQA, Klaus, or similar reporting tools.

Responsibilities

Develop and execute a multi-year strategic vision for support enablement that adapts to platform changes, new product launches, and scaling demands.
Act as the primary liaison between business stakeholders, Quality Assurance (QA), Product, Engineering, and the training team to ensure training updates align with product and policy changes.
Partner with the QA team to build a closed-loop feedback system that identifies recurring frontline knowledge gaps and translates them into targeted learning solutions.
Overhaul and own the first-year onboarding journey, creating an engaging learning experience that minimizes frontline ramp time and reduces early-stage turnover.
Oversee the creation of technically rigorous, scenario-based learning experiences, including call and chat simulations, sandbox environments, and role-playing exercises.
Build modular training tracks tailored to multiple support functions, including Tier 1, Tier 2, Tier 3, Claims, and specialized support teams.
Directly manage, mentor, and develop a team of Training Specialists, creating clear career development paths and fostering a high-performing learning organization.
Design and implement a Train-the-Trainer framework to empower internal leaders and BPO vendor trainers to deliver high-quality instruction.
Own training performance metrics, including completion rates, assessment scores, 30/60/90-day performance, and the relationship between training outcomes and operational KPIs.
Translate learning analytics into clear, data-driven insights and recommendations for senior leadership and cross-functional stakeholders.

Benefits

Competitive salary, equity, benefits, and perks for all full-time employees
Employer-paid medical, dental, and vision insurance (Country specific)
Retirement employer match
Learning & Development stipend to invest in your professional development
Turo host matching program
Turo travel credit
Cell phone and internet stipend
Paid time off to relax and recharge
Paid holidays, volunteer time off, and parental leave
In-office lunch, office snacks, and fun activities (for in-office or hybrid employees)