Senior Customer Experience Transformation Manager

What you’ll Do:

• Training Delivery: Conducts classroom and practical training sessions for new hires and existing staff on MDS and POS operations.
• Operational Readiness: Ensures all trainees meet strict knowledge and performance benchmarks before moving to live operations.
• Hiring & Selection: Assists in candidate screening and interviews, evaluating learning agility and communication to secure top talent.
• Content Creation: Develops and maintains up-to-date training materials, SOPs, assessments, and practical workshops.
• AI Integration: Explores and implements AI tools to create automated learning materials, quizzes, and coaching resources.
• Cross-Functional Alignment: Partners with Product, QA, and CX teams to update content in line with product rollouts and process changes.
• Strategic Advisory: Serves as a trusted advisor on overall capability development, workforce quality, and training strategy.
• Continuous Improvement: Tracks training effectiveness metrics to constantly optimize learning outcomes and operational efficiency.

 
What you’ll Need: 

• 5+ years of experience in Training, Learning & Development, Operations Training, or related fields.
• Experience delivering instructor-led training in operational environments.
• Strong presentation, facilitation, and coaching skills.
• Experience creating training materials and learning programs.
• Comfortable working onsite and conducting face-to-face training sessions daily.
• Strong analytical and problem-solving skills.
• Familiarity with AI tools such as ChatGPT, Gemini, Copilot, or similar platforms is a strong advantage.
• Experience in customer service, SaaS, POS, or merchant-related operations is preferred.