Training Manager - Freelance, Remote

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.

The Impact you’ll make

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

Skills, Knowledge and Expertise

Required:

- Proven track record building and delivering training programs in a customer-facing environment (call center, retail, hospitality, or similar)

- Demonstrated builder's mindset — experience creating a training program, process, or system from the ground up (not just improving or scaling an existing one), with an innovative approach to solving problems with no established playbook

- Extensive experience facilitating live, interactive sessions with strong public speaking and on-camera presence

- Hands-on, comfortable working with AI tools and modern knowledge management platforms

- Excellent written and verbal communication with a sharp ear for tone, empathy, and brand voice

- Demonstrated ability to manage curriculum development, scheduling, and performance metrics simultaneously

Your superpowers are...

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Technical:
- Instructional design and curriculum development for customer-facing teams

- Facilitation of live, camera-on training sessions at scale

- Working knowledge of AI-driven knowledge management and training tools

- Data literacy — able to read ramp/performance metrics and translate them into curriculum changes

- Strong business writing with brand-voice ada