Training & Change Enablement Manager

About the role

The Training & Change Enablement Manager for Global Customer Service will shape how customer service teams worldwide learn, adopt, and sustain new ways of working. You will design global frameworks, governance and tools that connect training, change management, knowledge management and internal communications, ensuring transformation investments deliver measurable value.

Key responsibilities

• Establish the global training strategy, governance model, learning framework and enablement standards for Global Customer Service.
• Develop scalable training methods that separate global core content, regional requirements, role‑specific learning and project‑specific enablement.
• Create standards, templates and playbooks for needs analysis, curriculum design, train‑the‑trainer programs and effectiveness measurement.
• Partner with regional leaders and enterprise stakeholders to ensure training content is accurate, compliant and aligned with operational workflows.
• Translate business, technology and process changes into role‑based training requirements.
• Define the operating model for regional delivery, including local trainers, super users and learning champions.
• Establish global change management strategy, governance, standards and playbooks for Customer Service.
• Develop repeatable tools for change intake, stakeholder analysis, impact assessment, readiness planning, adoption measurement and sustainment.
• Assess current maturity of training and change capabilities and define a 12‑24 month roadmap to build standards, assets, governance and measurement practices.

Required profile

• Strategic execution experience.
• Learning expertise.
• Business transformation experience.
• Practical change leadership.

Required skills