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Stern Recruiting · 4 months ago

Customer Experience Training Manager

NA, NA, United States

Full-time

Onsite

Mid, Senior Level

$85K/yr - $95K/yr

2+ years exp

Stern Recruiting is seeking an experienced training manager with telecom expertise to support a fast-growing fiber-optic provider headquartered in New York. This role will develop digital-first learning solutions for Contact Center teams, enhancing performance across various customer care functions.

Human ResourcesRecruitingStaffing Agency

Responsibilities

Conduct training needs assessments to identify performance gaps and learning opportunities across care functions, including sales, technical support, and customer service

Design and deliver learning programs using the ADDIE model, ensuring training is purpose-driven, measurable, and aligned to business goals

Build curriculum roadmaps and role-based learning journeys for call center agents, supervisors, and support teams within the telecom sector

Develop interactive learning content including eLearning modules, facilitator guides, job aids, videos, simulations, and knowledge articles

Utilize tools such as Articulate Storyline, Adobe Captivate, and Camtasia to create engaging, mobile-friendly content

Apply gamification and scenario-based learning to replicate real-world customer interactions, product troubleshooting, and sales conversations

Partner with SMEs, QA, operations, and marketing teams to ensure training accuracy, compliance, and business relevance

Manage Learning Management Systems (LMS): maintain content, track learner progress, and produce impact/engagement reports

Lead train-the-trainer sessions and support nesting/onboarding programs for new hires and upskilling initiatives

Evaluate training effectiveness using Kirkpatrick’s model or comparable frameworks to measure learner outcomes and business impact

Stay current on industry’s best practices, products, and customer experience trends to keep training content relevant and effective

Qualification

Instructional DesignTelecommunications ExperienceLearning Management SystemsArticulate StorylineAdobe CaptivateCamtasia StudioProject ManagementStakeholder CollaborationBlended LearningCommunication Skills

Preferred

Bachelor's degree in Instructional Design, Education, Learning & Development, or related field; or 2+ years of equivalent instructional design experience

Telecommunications or fiber industry experience is strongly preferred

Proficiency with instructional design software: Articulate Storyline, Adobe Captivate, Camtasia Studio, SnagIt, and MS PowerPoint

Experience creating multimedia with Adobe Creative Suite (Photoshop, Illustrator, Premiere Pro, After Effects)

Skilled in administering LMS platforms (e.g., Cornerstone, Workday Learning, SuccessFactors)

Familiarity with video and web production tools (digital microphones, webcams, screen-capture, and editing software)

Demonstrated success designing/delivering training for telecom sales and care operations (inbound/outbound sales, billing, retention, technical support)

Experience in blended learning, digital-first design, and facilitating classroom or virtual instructor-led sessions

Strong project management, communication, and stakeholder collaboration skills; ability to manage multiple concurrent initiatives