Design and launch a structured new hire orientation program for the Client Experience organization, replacing on-the-job training with a scalable, repeatable approach
Build and administer a product certification program spanning 4–6 product lines
Create certification levels, criteria, assessments, and recertification expectations in partnership with internal SMEs and team leads
Facilitate weekly practice calls where team members work through real scenarios, sharpen client communication skills, and receive structured feedback
Deliver hands-on systems and tooling training so team members are proficient before they go live with customers
Partner with leadership to drive AI tool adoption across the Client Experience organization
Track and report training effectiveness, certification completion, tool adoption, and readiness

Bachelor’s degree in Instructional Design, Organizational Development, Education, or a related field
3+ years of experience in learning & development, enablement, or instructional design — with a track record of both building and delivering programs
Demonstrated ability to design certifications, assessments, or structured competency frameworks
Experience working in a SaaS or technology environment
Experience with LMS platforms or certification tooling
Strong facilitation presence: confident running live practice sessions, coaching, and hands-on training
Strong change management instincts: able to drive adoption and behavior change, not just publish content
Ability to translate complex product/process knowledge into clear, learnable training that sticks
Strong measurement mindset: track completion, competency, adoption, and impact (not just activity)

Comprehensive health coverage (medical, dental, vision, prescriptions, life & disability)
Flexible PTO, 11 company holidays, and generous parental and caregiver leave
An immediately vested 401(k) with company contributions
Wellness resources and professional development opportunities

Training Program Manager

Key skills