Operational Training - Front Line Manager

The Operational Training - Front Line Manager is responsible for leading a multidisciplinary team of Trainers, Content Developers, and Instructional Designers across multiple business units (D2C, Bcare, and EMS). This role ensures training effectiveness through rigorous observation, data-driven reporting, and the management of critical project lifecycles, including international expansions

What you will do

• Team Leadership & Development: Lead and coach a diverse team of training resources (Trainers, Content Developers, and IDs) . 

• Conduct one on ones and monthly/biweekly coaching sessions, providing performance notes for mid-year and end of year reviews.

• Strategic Training Execution: Manage and execute training initiatives, including the creation of eLearning courses, Learning Management and completion tracking, video material, user guides, and instructional materials, while facilitating instructor-led courses and employee onboarding.

• Quality & Metrics Management: Oversee operational targets for new hires, ensuring trainers achieve a satisfaction target and re-certify trainer skill knowledge in mandatory training observations.

• Performance Analytics: Review training feedback with the Training Manager and monitor the nesting period to execute action plans that improve metrics.

• Project Lifecycle Management: Oversee active projects, by creating training standards for expansion and local stakeholders.

• Stakeholder & Reporting Excellence: Deliver weekly, monthly KPI report dashboards.

• Closely partner with internal and US-based leadership, local talent teams, and Quality Assurance to coordinate training alignment and project support. This includes managing internal client needs by overseeing the end-to-end training scheduling and lifecycle, setting expectations and client needs.

• Operational Oversight: Manage tool licenses, budget and coordinate hiring processes.

What experience you need 

• Bachelor degree in careers related to knowledge transfer or related (Education related)

• Managerial Experience: 4 years leading Training teams in a Managerial or Front Line Leader role.

• Foundational Knowledge: 4 years of hands-on experience as a Trainer, Content Developer, or Instructional Designer .

• Language Proficiency: Minimum C1 English level (as required for team communication and hiring standards).

• Operational Fluency: 2 years Experience managing high-volume training calendars across different business units

What could set you apart

• Technical Proficiency: Advanced experience with Articulate 360, Gemini/Notebook LM, or other AI tools for content creation.

• Analytical Skills: Ability to analyze correlations in metrics and translate data into actionable insights for upper management.

• Change Management: Proven ability to manage the transition of functions between global regions.

• Systems Knowledge: Experience with Salesforce LMS and internal trackers for reporting effective production hours.