Training Manager (Hybrid)

Morley • Saginaw, MI

9d • Hybrid

About The Position

As the Training Manager on the Associate Experience team at Morley, you’ll lead the strategy, design, delivery and ongoing improvement of learning programs that support our reacquired vehicle management (RVM) operations. You’ll manage a team of trainers and work closely with operations, quality and Associate Experience partners at Morley, as well as clients, to make sure training drives real results – strong performance, great customer experience, high quality and better business outcomes. This role blends strategy, people leadership and measurable results – while working a hybrid schedule (partly on site, partly at home). Morley’s RVM associates manage vehicle buybacks end to end for automotive clients. They facilitate repurchase, disposition and disclosure steps; collect and audit documentation; and ensure compliance with state-specific requirements and other legal guidelines. Using a proprietary case management system, they work within defined timelines and coordinate with customers, dealers, lenders, state agencies and other stakeholders. The work is detail-heavy and requires familiarity with guidelines across all 50 states. RVM trainers use structured courses and coaching to help new hires get up to speed and consistently meet quality, compliance and timeline expectations.

Requirements

• Demonstrated ability to present and facilitate training for groups, both in person and remotely
• Solid analytical, project management, organization and prioritization skills (you can manage multiple deadlines at once)
• Strong consultative, communication and stakeholder management skills, with the ability to influence leaders and partners across all levels and functions of the organization
• Strong computer skills with experience creating and delivering training materials, presentations and learning resources
• A process-focused, continuous improvement mindset
• Ability to analyze data and turn it into clear, actionable performance improvement plans
• Demonstrated success coaching and developing trainers or other learning professionals
• A positive, self-starting approach with strong attention to detail and follow-through
• Must have the ability to pass a pre-employment background check and drug screen
• Bachelor’s degree in a related field
• 5+ years of leadership experience in a business center or related environment, closely aligned with training and quality
• Proven experience designing, implementing and evaluating training programs that drive measurable business results
• Experience in using operational, quality and performance metrics to identify skill gaps and improve training
• Experience in applying adult learning principles, instructional design and learning delivery methods
• Experience leading training that supports organizational change, process improvement and new business implementations
• Experience building, launching and scaling training programs, curriculum and learning processes from concept through sustained operational execution
• Able to work on site at our office in Saginaw, Michigan, as needed
• Able to work 8 a.m. - 5 p.m. Eastern time Monday to Friday (no nights or weekends!)
• Secluded and distraction-free work environment
• High-speed internet delivered through a wired provider (cable or fiber)
• Computer must be physically connected to your modem / router using an Ethernet cable
• Wireless, 5G and satellite connections are not supported

Nice To Haves

• Master’s degree (MBA, Organizational Development, HR, Education or related field)
• Experience in reacquired vehicle management (RVM), business process outsourcing (BPO), contact center operations or a similar environment
• Experience leading training functions in a contact center, BPO or client-services setting
• Professional certifications in learning and development, training, coaching, quality, project management or related areas

Responsibilities

• Lead and develop the RVM training team through coaching, performance management, workload planning and professional development
• Own RVM new hire onboarding by designing, delivering and continuously improving new associate training
• Set training standards, methodologies and governance to keep learning consistent, scalable and effective across all lines of business
• Partner with operations, quality and clients to identify skill gaps, performance opportunities and training needs
• Use metrics (quality, productivity, operational results and client measures) to evaluate training effectiveness and recommend data-driven improvements
• Serve as the main point of contact for training initiatives to ensure alignment with business goals and client expectations
• Build and maintain learning content, including curriculum, facilitator guides, job aids, assessments and learning materials
• Create ways to measure readiness and retention, including knowledge checks and post-training performance outcomes
• Lead training projects that support operational performance, associate experience and client satisfaction
• Adapt training quickly as processes change, business needs shift or client requirements evolve
• Strengthen trainer capability through observation, coaching, calibration and ongoing development
• Collaborate with Associate Experience, operations, quality and clients to build long-term learning strategies that support business growth and operational excellence
• Report results to leaders, including training effectiveness, performance trends and recommendations
• Support new business implementations, transitions and major operational changes with training strategy, readiness planning and execution
• Offer timely and accurate solutions through inbound and outbound conversations (including phone calls, chats, emails and other communications as needed) while keeping a positive and upbeat attitude

Benefits

• Medical and prescription coverage
• Dental and vision insurance
• Paid time off
• Associate wellness program with rewards for annual checkups
• Programs to quit tobacco use and manage chronic conditions (e.g., diabetes, asthma)
• 401(k) with match
• Flexible spending account (FSA)
• Life insurance
• Company-paid short- and long-term disability insurance
• 24/7 online access to doctors through Teladoc
• 24/7 nurse help desk
• Patient advocacy with free 24/7 support for benefit questions and claims
• Guidance for family, financial and estate planning (including wills)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager