Senior Manager, Training Program Management

Summary

The Applied AI and Operational support's Transformation & Training team is seeking a highly motivated Senior Manager, Training Program Management to lead the evolution of learning programs that enable employee performance, productivity, and operational readiness. 

As the Senior Manager, Training Program Management, you will play a pivotal role in shaping and executing the training strategy, ensuring our programs evolve alongside changing business priorities, technologies, and workforce needs. You will lead a team responsible for delivering impactful and scalable learning solutions while partnering closely with Operations, business leaders, subject matter experts, and cross-functional teams. You will be responsible for national training programs across support agents, BTS technicians and field operations technicians. 

Key Responsibilities

•    Training Strategy & Leadership: Lead the development and execution of training strategies and programs aligned with organizational priorities, operational requirements, and evolving workforce capabilities.
•    Program Management & Governance: Oversee the end-to-end training portfolio, from needs identification and prioritization through development, deployment, measurement, and continuous improvement.
•    Business & Operational Partnership: Build strong relationships with Operations, leadership teams, subject matter experts, and cross-functional partners to understand business needs and translate them into effective learning solutions.
•    Workforce Readiness: Ensure employees have the knowledge, skills, and resources required to successfully adopt new technologies, processes, products, and ways of working.
•    Learning Innovation & Transformation: Champion new approaches to learning, including digital learning, automation, AI-enabled solutions, immersive learning, and other emerging technologies that improve effectiveness and scalability.
•    Learning Experience & Content Evolution: Drive the evolution of training content and delivery methods to create engaging, accessible, relevant, and learner-focused experiences.
•    Performance Measurement & Insights: Establish clear measures of training effectiveness, leverage feedback and data to identify opportunities, and demonstrate the impact of learning programs on employee and operational performance.
•    Operational Efficiency & Continuous Improvement: Identify opportunities to simplify processes, optimize training delivery, reduce manual effort, and increase the scalability and efficiency of the training organization.
•    Change & Transformation Leadership: Support major organizational and technology transformations by ensuring training strategies are integrated into change and deployment plans and employees are prepared for successful adoption.
•    People Leadership: Develop, coach, and lead a high-performing team while fostering accountability, collaboration, innovation, inclusion, and continuous development.
•    Portfolio Adaptability: Respond to emerging business priorities and evolving operational requirements, adjusting resources and training programs to ensure the organization remains agile and responsive.

Critical Qualifications

•    Bachelor’s degree in Business Administration, Engineering, Education, Human Resources, Organizational Development, Communications, Technology, or a related field.
•    Demonstrated experience leading complex training programs or portfolios in a large organization.
•    Experience managing and developing teams, including employees working across multiple locations or in virtual/hybrid environments.
•    Experience supporting large-scale operational, technology, or organizational transformation or process improvement initiatives is considered a strong asset.
•    Experience working in an operational, technical, telecommunications, or field-services environment is considered an asset.

Technical Qualifications

•    Strong program and project management capabilities, including planning, prioritization, risk management, execution, and performance tracking.
•    Advanced proficiency in Microsoft Excel, PowerPoint, Word and collaboration tools.
•    Strong proficiency and understanding of AI technologies, including Microsoft Copilot, and the ability to identify and implement practical use cases.
•    Experience leveraging data, analytics, dashboards, and employee feedback to measure learning effectiveness and inform decisions.
•    Experience with Learning Management Systems, digital learning platforms, content development tools, or similar learning technologies is considered an asset.
•    Experience with automation, immersive learning, or other emerging learning technologies is considered an asset.

Leadership

•    Strong strategic thinking, analytical, problem-solving, and organizational skills.
•    Excellent communication, presentation, and stakeholder management abilities.
•    Proven ability to build trusted relationships and influence across functions and leadership levels.
•    Ability to translate complex operational and technical requirements into clear learning strategies and solutions.
•    Demonstrated ability to manage multiple priorities and lead effectively in a fast-paced, evolving environment.
•    Passion for innovation, employee development, and creating meaningful learning experiences.
•    Demonstrated ability to lead through ambiguity, transformation, and organizational change.
•    Experience coaching, developing, and inspiring high-performing teams.