Virtual Training & BPO Operations Manager

Business Process Outsourcing (BPO)

Virtual Training & BPO Operations Manager

• Training Strategy and Management: Design, implement, and oversee all virtual training programs, managing schedules, resources, and trainers across various client accounts and BPO sites.
• Curriculum Standardization: Develop a consistent, world-class training curriculum and toolkit that can be rapidly deployed and customized for new client launches, focusing heavily on modern platforms like Gorgias, Shopify, Zendesk, and Freshdesk.
• Performance and Quality Oversight: Collaborate closely with BPO partners and Quality Assurance (QA) teams to establish key performance indicators (KPIs) for training effectiveness, evaluating agent readiness and closing performance gaps post-training.
• New Program Onboarding: Lead the training and knowledge transfer phase for all new client integrations, acting as the subject matter expert (SME) to ensure seamless and efficient agent certification.
• Virtual Facilitation & Coaching: Maintain a hands-on presence by personally leading strategic, advanced training, coaching BPO trainers, and modeling best practices for virtual delivery via platforms like Zoom.
  

• BPO Leadership Experience: 3+ years of experience in a Training Manager, Program Manager, or Operations Management role within a BPO environment is required.
• Training Management: 2+ years managing a team of trainers, curriculum developers, or quality specialists.
• eCommerce Tools Mastery: Deep, demonstrable expertise in training on and operating within major eCommerce Customer Relationship Management (CRM) tools (e.g., Gorgias, Zendesk, Freshdesk, and Shopify).
• Remote/Virtual Proficiency: Proven ability to manage large, complex training programs and teams entirely in a virtual setting, leveraging tools like Trainual, Loom, and advanced Zoom features.
• Analytical Skills: Strong ability to use performance data (KPIs, QA scores) to diagnose training needs and quantify the ROI of learning initiatives.
  

• Full-Time Remote: Enjoy the stability and flexibility of a full-time, Monday–Friday role operating on US PST Time Zone.
• Impactful Leadership: Direct ownership of a critical function with visibility into overall company strategy and growth.
• Compensation: Competitive salary, performance-based bonuses, and a choice between comprehensive health/dental insurance or a monthly health stipend.
• Development: Dedicated budget for professional development and a clear pathway to scaling your career within our high-growth company.
  

If you're ready to drive the operational excellence of a world-class, virtual BPO model, apply now.