Training & Development Manager

Summary

Join Smith.ai as our Training & Development Manager and lead our new agent training program, from hiring to post-training support. You will design engaging learning experiences for our remote receptionist team, empower our trainers, and collaborate with hiring and operations leaders. This role requires expertise in adult learning principles, instructional design, and managing training teams. Success in this position will directly impact team performance, graduation rates, and agent retention. The ideal candidate has 5+ years of experience in education or a related field and a passion for building impactful learning programs. Smith.ai offers a competitive salary and benefits package.

Requirements

• Proven experience leading training and development programs in fast-paced environments
• Deep knowledge of adult learning principles, instructional design, curriculum planning, and/or differentiated learning strategies and best practices
• Operational savvy: you’re energized by metrics, KPIs, and translating insights into actions
• Exceptional communication skills with the ability to energize, engage, and educate
• Experience managing and developing a team of facilitators or trainers
• Appreciation for the unique needs of small businesses and a passion for preparing frontline teams to be knowledgeable, efficient, and relationship-driven from day one
• Ability to balance strategy with hands-on execution, you're not afraid to get in the weeds
• Comfortable working remotely and collaborating across multiple time zones
• 5+ years of experience in Education, Learning & Development, Training, or similar operational roles

Responsibilities

• Lead and Optimize Training Programs
• Oversee and continuously refine the full training lifecycle from onboarding through post-training support
• Partner with hiring teams to ensure talent quality and alignment with training goals
• Analyze graduation rates, agent ramp times, and performance data to improve outcomes
• Support and Develop Trainers
• Coach, mentor, and elevate the performance of our training team
• Implement scalable systems, guides, and toolkits to ensure consistency across facilitators
• Cultivate a culture of curiosity, accountability, and results
• Design Impactful Learning Experiences
• Build and iterate engaging content that supports different learning styles and real-world call scenarios
• Apply adult learning theory and performance psychology to improve retention and application
• Develop learning paths that balance human-centric training with tech enablement
• Collaborate Cross-Functionally
• Work closely with Operations and Hiring to create effective feedback loops
• Partner with Product and Client teams to integrate updates and new features into learning content
• Drive alignment across departments on training expectations and success metrics

Preferred Qualifications

• Passion for learning and development with a drive to grow in the tech industry
• A systems thinker comfortable with scale - bonus points if you've used AI or automation to elevate training delivery, engagement, or measurement
• Familiarity with LMS platforms, SCORM, or e-learning tools like Articulate
• Background in performance coaching, enablement, or instructional systems design

Benefits

• Medical
• Dental
• Vision
• Life insurance
• 401k
• Unlimited FTO