Training Manager (Service Team)

The Service Team Training Manager plays a key role in shaping how our operations teams learn, grow, and perform. This role leads the end-to-end training strategy for the Operations department, blending instructional design expertise with strong collaboration across HR and leadership teams.
Using the ADDIE framework (Analyze, Design, Develop, Implement, Evaluate), the Training Manager creates engaging, effective learning experiences that drive performance—from onboarding and compliance to leadership development and technical skill-building.

In this role, you’ll partner closely with Operations and Human Resources to align training with business goals, support career growth, and ensure consistent knowledge sharing across the organization. The ideal candidate is passionate about learning and development, enjoys bringing structure to creative ideas, and thrives in a fast-paced, team-oriented environment.

Responsibilities

• Analyze training needs in collaboration with HR, Operations, and Service leadership.
• Design and develop instructional materials using the ADDIE framework and adult learning principles, tailoring formats to diverse learner groups.
• Create scalable and engaging content with input from subject matter experts (SMEs) across compliance, customer service, technical operations, and leadership.
• Implement training programs across multiple platforms, including in-person sessions, e-learning modules, videos, and manuals.
• Evaluate training effectiveness through performance metrics, learner feedback, and service KPIs, revising content as needed.
• Partner with HR to align training schedules with onboarding, compliance requirements, and employee development plans.
• Collaborate with Operations to ensure training supports evolving field service workflows and organizational goals.
• Support team leads and supervisors in reinforcing training through coaching and peer-led learning.
• Manage and maintain training calendars and documentation to ensure consistency and accessibility.
• Utilize LMS or digital tools to track participation, completion, and performance outcomes.
• Promote a culture of learning, growth, and operational excellence across teams.
• Introduce innovative training strategies and technologies to drive engagement and retention.
• Conduct periodic audits to ensure training content remains accurate, relevant, and up to date

Qualifications

• Bachelor’s degree in Instructional Design, Education, Organizational Development, or a related field.
• Minimum 5 years of experience in training program development, with direct application of the ADDIE model or similar frameworks.
• Proven success coordinating training in field service, operations, or compliance-heavy environments.
• Strong instructional design and adult learning expertise across formats and modalities.
• Experience using LMS platforms, content authoring tools (e.g., Articulate, Camtasia), and Microsoft Office Suite.
• Excellent collaboration, facilitation, and project management skills.
• Strategic thinker with attention to detail and a passion for developing others.