About this role
About the Client Our client is a fast-growing, premium health and wellness brand grounded in science, rigorous sourcing, and a commitment to helping people rebuild their health from the inside out. Their community expects nothing less than excellence, clarity, and genuine care across every touchpoint. Operating in the direct-to-consumer wellness space, the brand has built a large, engaged customer base and holds its Customer Experience team to the same high bar it holds its product to. Why does this role exist? As the brand scales, its Customer Experience team has become the frontline of trust — the voice customers turn to for real answers, empathy, and accountability on questions that span product science, subscriptions, and brand promise. This role exists to build the training engine that turns new hires into confident, on-brand experts from day one, and to keep the wider CX team sharp as the product line, tools, and customer needs evolve. The company is hiring a Training Manager to own this function end-to-end: designing the curriculum, delivering it live with energy, and continuously improving it based on real performance data. Curriculum Design & Ownership Build and continuously improve onboarding and ongoing training curriculum covering product science, brand voice, software platforms, and soft skills Translate complex product science and SOPs into clear, memorable training content agents can apply on the floor Create interactive training materials, knowledge base cards, and certification checkpoints that reflect brand voice and operational standards Live Facilitation & Culture-Setting Lead high-energy, live, on-camera training sessions that keep remote new hires engaged and confident from day one Champion and instill company culture and values starting a new hire's very first day Deliver direct, constructive feedback with both care and encouragement AI & Knowledge Management Integration Design and own the AI training curriculum, including training and refining internal AI-driven knowledge management tools Partner cross-functionally to keep knowledge management systems current, accurate, and aligned with brand voice Performance Measurement & Continuous Improvement Track new-hire ramp performance and training effectiveness Adjust curriculum and training approach based on real performance data Partner with CX leadership to identify team-wide skill gaps and build targeted refresher programs Program & Stakeholder Management Manage curriculum development, live session scheduling, and performance metrics simultaneously Act as the connective tissue between CX leadership, new hires, and tenured agents on all things training-related