Training & Development Manager

About Us

Smith.ai builds AI voice agents that redefine how SMBs handle phone calls — allowing businesses to book appointments, take payments, and manage complex call flows without missing a beat. We serve a wide range of businesses, from law firms to home contractors and other service-based companies, leveraging the latest in LLMs, speech-to-text, and text-to-speech to deliver human-like conversation at scale. With over 3,000 SMBs already trusting Smith.ai, we're driving the next wave of AI innovation where it matters most: real-world customer interactions.

About the Role

As our Training & Development Manager, you'll be at the helm of one of the most important functions at Smith.ai: leading and leveling up our new agent training program from hire to post-training support. This role is equal parts strategist and boots-on-the-ground builder. You’ll craft transformative learning experiences for our remote receptionist team, ensure our trainers are empowered and effective, and collaborate cross-functionally with hiring and operations leaders to drive outcomes. 

This is an ideal opportunity for former educators looking to pivot into tech. If you’ve mastered the art of engaging different learning styles, managing classrooms with empathy and structure, and creating meaningful learning moments under pressure, we want you.

You’ll thrive here if you're passionate about people, obsessed with outcomes, and love building things from the ground up. This is a high-impact role where your work directly affects team performance, graduation rates, and agent retention, all while shaping the future of learning at Smith.ai.

Key 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
   

What We're Looking For

• 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
   

Nice to Have

• 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
   

Life at Smith.ai

At Smith.ai, we’re united by a shared mission: to help small and medium businesses thrive. We believe in building things that matter, learning by doing, and treating people with kindness. We’re remote, scrappy, and scaling fast — and we do it all with heart.

We are proud to be an equal opportunity employer. Diversity is a strength, and we celebrate the unique perspectives each team member brings to the table.

Location & Work Environment

• Location: Fully Remote (US-based, West Coast hours preferred)
• This is a full-time position with a salary that ranges between $65,000 - $80,000 per year, depending on experience
• We offer equity and a competitive benefits package that includes medical, dental, vision, life insurance, 401k, and unlimited FTO