About Our Client

Our client is a leading global contact center and customer engagement solutions provider in the BPO industry. With over 13,000 employees across the US, Philippines, and Mexico, they partner with some of the world's most recognised brands across telecommunications, insurance, healthcare, and retail.

They are on a strong growth path, with a people-first culture built on career mobility, development, and making sure every voice is heard. Learning and workforce readiness sit at the heart of how they deliver for their clients.

• Work Arrangement: Hybrid in Tucson, or Remote for the right candidate

• Compensation: 140k-160k USD +Bonus

• Industry: BPO / Contact Center

Role Overview

We're looking for a Director of Training to lead the evolution of enterprise learning strategy across multiple clients, sites, and lines of business. You'll own workforce readiness, accelerate speed-to-proficiency, and make sure the training organisation delivers measurable business outcomes - not just classroom completion.

This role goes beyond traditional training management. You'll lead learning transformation initiatives, oversee onboarding and certification programmes, implement advanced learning technologies (including AI-enabled coaching and learning analytics), and build scalable solutions that support operational and client growth.

You'll cover programmes across the US and Monterey regions, which are largely property & casualty insurance, and you'll bring practical experience using AI-enabled learning tools and modern training approaches to improve delivery quality, speed, and learner outcomes.

What You Will Do

Learning strategy and business performance

• Develop and execute enterprise learning strategy aligned to operational goals, client expectations, and workforce plans

• Create scalable onboarding, certification, upskilling, and continuous learning programmes across multiple clients and locations

• Set learning objectives and performance measures tied to business outcomes, including speed-to-proficiency, quality, productivity, retention, and customer experience

• Partner with Operations, Client Services, Workforce Management, Human Resources, Quality, and senior leadership to anticipate needs and build workforce readiness solutions

• Develop training plans based on staffing forecast models, client requirements, performance improvement plans, and new or expanding clients

Learning innovation and technology

• Lead the adoption and optimisation of learning technologies, including LMS, LXP, simulation platforms, AI-enabled coaching tools, knowledge management systems, and digital adoption technologies

• Drive innovation through emerging technologies, automation, AI, learner analytics, simulation-based learning, and personalised development pathways

• Evaluate and implement technology solutions that improve learner engagement, trainer productivity, certification outcomes, and overall learning effectiveness

Certification, delivery quality, and readiness

• Direct training teams in the delivery of all new-hire and supplemental client training

• Establish enterprise certification standards and governance processes that ensure learner and trainer readiness

• Develop scalable trainer certification frameworks, assessment tools, quality standards, and performance measurement methodologies

• Ensure the quality of training delivery, including classroom administration, instructor effectiveness and certification, tracking of training outcomes, and performance of graduated employees

• Serve as the primary point of contact for training delivery concerns, including direct client communication when required

Analytics and continuous improvement

• Build and maintain learning dashboards, scorecards, and executive reporting to measure training effectiveness and business impact

• Use performance data to identify trends, root causes, opportunities, and strategic recommendations

• Lead continuous improvement initiatives that lift learning outcomes while improving operational efficiency

• Provide logistical leadership for course development, delivery, evaluation, process measurement, and cost management of the training function

Leadership and client partnership

• Lead and develop Training Managers, Trainers, Curriculum Developers, Instructional Designers, and Learning Specialists across the organisation

• Provide performance feedback through monitoring sessions, evaluations, coaching, and performance improvement planning

• Create a culture of accountability, innovation, coaching, and continuous development, including succession planning within the training organisation

• Participate in operational reviews, client discussions, strategic planning sessions, and performance improvement initiatives

• Build credibility with executive leadership by showing the measurable business value of learning investment

What We Are Looking For

• Bachelor's degree in Adult Education, Organisational Development, Human Resources, Business, Learning & Development, or a related field (or equivalent experience)

• Master's degree preferred

• 8+ years of progressive leadership experience in Learning & Development, Training, Workforce Enablement, Talent Development, or a related field

• 5+ years leading multi-site learning organisations within a contact center, BPO, customer experience, telecom, or operations environment

• Experience supporting multiple clients, lines of business, and geographically dispersed teams

• Experience supporting insurance programmes or accounts, ideally property & casualty (P&C), strongly preferred given the US and Monterey portfolio

• Demonstrated success leading large-scale learning transformation initiatives

• Experience implementing learning technologies such as LMS, LXP, simulation tools, AI-enabled coaching, digital adoption solutions, or similar platforms

• Proven ability to build and use performance dashboards, scorecards, and training analytics

• Experience monitoring and evaluating training delivery, including coaching, feedback, and post-training performance

• Proficiency in curriculum design, including evaluating, developing, and implementing training modules

• Experience in project management, conflict resolution, negotiation, and consensus building

• Proficiency in MS Office, flowcharting, and project management software preferred

What We Are Not Looking For

• Training leaders whose experience is mainly single-site or single-client delivery

• L&D generalists who have not led multi-site training teams in a contact center or BPO environment

• Leaders focused only on content design, with little ownership of classroom delivery quality, certification, and graduate performance

• Candidates who treat learning technology as a side project rather than a core part of how training scales

• Candidates with no exposure to insurance, P&C, or adjacent regulated-service programmes in a contact center environment

• 
  

Why Join

• Lead enterprise learning strategy and training delivery for a large, growing global organisation

• Make a direct impact on workforce readiness, client programme performance, and operational outcomes across a largely insurance portfolio

• Shape how AI-enabled coaching, simulation, and learning analytics sit inside a high-volume training function

• Work closely with Operations, Workforce Management, HR, Quality, and Client Services in a culture that invests in development and internal mobility

The role offers a competitive compensation package with a comprehensive US benefits programme, including medical, dental, vision, life and disability cover, 401(k), and paid time off.