Training Manager - Freelance, Remote

Magic

2d•Remote

About The Position

Our client is a fast-growing, premium health and wellness brand grounded in science, rigorous sourcing, and a commitment to helping people rebuild their health from the inside out. Their community expects nothing less than excellence, clarity, and genuine care across every touchpoint. Operating in the direct-to-consumer wellness space, the brand has built a large, engaged customer base and holds its Customer Experience team to the same high bar it holds its product to. As the brand scales, its Customer Experience team has become the frontline of trust — the voice customers turn to for real answers, empathy, and accountability on questions that span product science, subscriptions, and brand promise. This role exists to build the training engine that turns new hires into confident, on-brand experts from day one, and to keep the wider CX team sharp as the product line, tools, and customer needs evolve. The company is hiring a Training Manager to own this function end-to-end: designing the curriculum, delivering it live with energy, and continuously improving it based on real performance data.

Requirements

Proven track record building and delivering training programs in a customer-facing environment (call center, retail, hospitality, or similar)
Demonstrated builder's mindset — experience creating a training program, process, or system from the ground up (not just improving or scaling an existing one), with an innovative approach to solving problems with no established playbook
Extensive experience facilitating live, interactive sessions with strong public speaking and on-camera presence
Hands-on, comfortable working with AI tools and modern knowledge management platforms
Excellent written and verbal communication with a sharp ear for tone, empathy, and brand voice
Demonstrated ability to manage curriculum development, scheduling, and performance metrics simultaneously
Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
Internet speed of at least 40MBPS
Headset with an extended mic that has noise cancellation and a webcam
Back-up computer and internet connection
Quiet, dedicated workspace at home

Nice To Haves

Instructional design and curriculum development for customer-facing teams
Facilitation of live, camera-on training sessions at scale
Working knowledge of AI-driven knowledge management and training tools
Data literacy — able to read ramp/performance metrics and translate them into curriculum changes
Strong business writing with brand-voice adaptability
Genuinely outgoing, high-energy presence that makes learning something people look forward to
Coaching mindset — able to give direct feedback with warmth
High organizational capacity and follow-through across multiple concurrent projects
Genuine curiosity about health, wellness, and personal growth
Comfortable simplifying complex, technical/scientific information for a non-expert audience

Responsibilities

Build and continuously improve onboarding and ongoing training curriculum covering product science, brand voice, software platforms, and soft skills
Translate complex product science and SOPs into clear, memorable training content agents can apply on the floor
Create interactive training materials, knowledge base cards, and certification checkpoints that reflect brand voice and operational standards
Lead high-energy, live, on-camera training sessions that keep remote new hires engaged and confident from day one
Champion and instill company culture and values starting a new hire's very first day
Deliver direct, constructive feedback with both care and encouragement
Design and own the AI training curriculum, including training and refining internal AI-driven knowledge management tools
Partner cross-functionally to keep knowledge management systems current, accurate, and aligned with brand voice
Track new-hire ramp performance and training effectiveness
Adjust curriculum and training approach based on real performance data
Partner with CX leadership to identify team-wide skill gaps and build targeted refresher programs
Manage curriculum development, live session scheduling, and performance metrics simultaneously
Act as the connective tissue between CX leadership, new hires, and tenured agents on all things training-related