Position Overview:
Reporting to the SVP of Operations, this leader manages three supervisors (Implementation, Training, Curriculum Design) and their teams. The role is equal parts strategy and execution: building the systems that produce accurate, consistent agent behavior at scale while personally driving high-priority projects forward.
As the customer experience environment continues to evolve, automation is increasingly handling routine interactions, resulting in more complex and high-value customer engagements for frontline teams. The Training Manager will lead the development and execution of learning strategies that prepare employees to navigate these increasingly complex interactions with confidence, consistency, and excellence.
This role is responsible for ensuring training content, scripting, delivery, and implementation are aligned, scalable, and responsive to changing business needs. The Training Manager will partner across functions to strengthen learning effectiveness, elevate employee performance, and drive a consistently exceptional customer experience. Success in this role requires a strategic approach to learning, disciplined execution, and a commitment to continuous improvement in an environment where the margin for error is increasingly small.
The Training Manager will be building a learning infrastructure that enables HomeServe to successfully navigate the shift from human-first to AI-augmented service delivery.
Responsibilities:
- Own curriculum strategy and execution — design, build, and maintain sales scripting and product knowledge content using the right modality for the moment (ILT, virtual, self-paced, video, micro-learning), including AI literacy pathways and human-AI collaboration frameworks
- Manage and develop the design team — balance workloads across concurrent projects; ensure output meets quality and compliance standards before it reaches the floor
- Leverage automation to accelerate content development — use AI-assisted tools for script drafting, multi-format conversion, and content updates at scale; team reviews and refines rather than builds from scratch
- Build data-informed feedback loops — use QA data, call analytics, and automation conversation insights to identify gaps and prioritize what gets built or rebuilt next
- Maintain quality and consistency — conduct regular content audits; ensure scripting stays current as products, compliance requirements, and automation capabilities evolve
- Collaborate cross-functionally — partner with Legal, Sales leadership, HR, CX, Compliance, Product, Digital and the Automation team to align learning solutions with business objectives and compliance requirements
- Drive Customer Experience through training – ensure training programs develop empathy, judgment, and soft skills that directly impact CSAT
Essential Functions:
Team and Execution Management
Job Requirements:
- Bachelor's degree or equivalent experience in Adult Learning, Organizational Development, or related field preferred
- Minimum of 5 years of experience leading training/learning teams in a contact center sales environment
- Experience connecting training outcomes to CX metrics
- Strong analytical, verbal and written communication and interpersonal skills
- Demonstrated success improving scripting accuracy, compliance, or sales consistency through learning interventions
- Experience managing multiple supervisors and cross-functional projects simultaneously, including coaching/mentoring ability, executive communication skills, and stakeholder management
- Well organized, detail oriented with ability to work under pressure and meet deadlines while managing multiple concurrent tasks
- Competency in MS Windows, MS Word, and MS Outlook
- Fluency in instructional design (ADDIE or equivalent), adult learning theory, and blended delivery methods
- Strong work ethic and willingness to take ownership
- Strong change leadership — ability to drive adoption and behavior change, not just course completion
- Strategic thinker who connects learning outcomes to business KPIs (conversion, compliance, quality) with the ability to work independently
- Ad-hoc responsibilities as assigned
Core Competencies
- AI Governance & Orchestration
- Human-AI Collaboration Design
- Behavioral Analytics & Performance Measurement
- Change Leadership in AI Transformation
- Customer Experience Strategy
- Data-Driven Learning Ecosystem Design
Salary Range (Chattanooga, TN): $100,000.00 - $125,000.00
Annual Bonus Potential: 10%
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to seniority, merit, geographic location where the work is performed, education, experience, travel requirements for the job, and/or other business and organizational needs.
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Minimum Physical Requirements:
The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.
This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
HomeServe USA is an equal opportunity employer.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
