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L&D Specialist, Partner Network Training Lead

3 days, 22 hours ago
United States
Full-time
Lead
Training Manager
Operations
Apply Now
OURA

OURA

Oura Ring: The world's first wellness ring for accurate sleep and activity tracking, empowering users to make optimal daily choices for improved performance and well-being.

Health Care Providers & Services
251-1K
Founded 2013
$159M raised
View All Jobs 52

Description

  • Lead the development and execution of the BPO onboarding and upskilling curriculum strategy.
  • Collaborate with BPO leadership and internal teams, including QA, Workforce Management, and Operations, to align training with operational needs.
  • Own training delivery plans for new site launches and major change events, including timelines, dry-runs, and cutover coordination.
  • Use QA scores, CSAT, and ramp-to-proficiency data to identify performance gaps and prioritize training interventions.
  • Partner with Instructional Designers to define facilitation requirements and improve course content through feedback loops.
  • Deliver train-the-trainer sessions and certification workshops to ensure BPO trainers meet delivery standards.
  • Support BPO trainer communities through regular forums and structured coaching.
  • Maintain the Partner Training Playbook and ensure consistent training environments, tools, and evaluation criteria across sites.
  • Plan and run enablement cycles and readiness gates for partner training across the global BPO network.
  • Work with the MX Education team to develop, deliver, and implement learning solutions.

Requirements

  • 8+ years of related experience in training, enablement, or adjacent member experience domains such as support operations, QA, or vendor management, or equivalent experience.
  • Proven BPO enablement experience across multi-site vendors.
  • Experience using data-driven coaching to improve ramp-to-proficiency, QA scores, CSAT, and AHT/FCR.
  • Strong live facilitation and virtual classroom skills with the ability to engage diverse learner groups and coach trainers.
  • Excellent cross-functional collaboration and stakeholder communication skills, including with vendor leadership and internal teams.
  • Strong program planning and calendar management skills for coordinating complex training schedules across multiple sites and regions.
  • Ability to interpret performance data such as QA, CSAT, AHT/FCR, handle types, and error rates and translate it into targeted enablement plans.
  • Comfort using LMS and common collaboration tools, with the ability to learn internal systems quickly.
  • Growth mindset and willingness to pilot new approaches such as simulations, micro-learning, and AI-assisted tools.
  • Ability to travel up to approximately 10–20% for site launches, onsite enablement, and global partner events.
  • Experience in healthcare or regulated programs, including privacy, routing, and SLA nuances, is preferred.
  • Certifications in adult learning or support excellence such as CTT+, CPTD/APTD, ITIL Foundation, or HDI are preferred.
  • Knowledge of accessibility and inclusive facilitation practices, such as WCAG-aligned materials and cross-cultural facilitation, is preferred.
  • Strong preference for candidates based in the Eastern Time Zone.

Benefits

  • Competitive salary and equity packages.
  • Health, dental, and vision insurance, plus mental health resources.
  • An Oura Ring and employee discounts for friends and family.
  • 20 days of paid time off, 13 paid holidays, and 8 days of flexible wellness time off.
  • Paid sick leave and parental leave.
  • Market-based pay with a posted U.S. salary range of $117,300 to $169,000 depending on region.
  • Reasonable accommodations for candidates and employees with disabilities.

Interested in this position?

Apply directly on the company website

Apply Now

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