Training Manager

About Humach:

Humach (humans + machines) is a world-class customer experience outsourcer blending proven contact center expertise with next generation AI technologies. We partner with leading brands to deliver exceptional sales and support experiences that are compassionate, reliable, and results driven. Our people bring empathy, judgment, and a human touch while our AI solutions deliver speed, consistency, and efficiency, reducing costs while enhancing quality. Together we resolve issues and strengthen customer loyalty.

Role Overview: 

Humach is seeking a Training Manager to lead new hire, cross-training, refresher, and professional development programs. This role oversees training facilitators, partners with leaders across the organization to identify training needs, and drives continuous improvement in training effectiveness, content, and delivery. The ideal candidate has experience in virtual facilitation, coaching, and adult learning principles, with a passion for developing people and improving performance.

This is a fully remote position open to candidates who currently reside in Iowa, Wisconsin, Illinois, Texas, Florida, New Jersey, Michigan, and Minnesota.

What You’ll Do: 

• Leads/coaches training team members on: classroom organization & preparation, following training curriculum as intended, rehearsing for a polished delivery of training, passionately delivering training, appropriate use of resources & tools in the classroom, classroom management & positive learner experience, communication & engagement with learners, and time management.
• Inspires team member engagement and performance through strengths-based leadership.
• Motivates team members with constant recognition.
• Collaborates with the instructional design team to ensure continuous improvement of all training & development initiatives.
• Coordinates with the instructional design team on train-the-trainer sessions between instructional designers and training facilitators.
• Owns the instructor-led training calendar for training classes based on staffing needs for client projects.
• Delegates and assigns training class responsibilities to training facilitators.
• Facilitates recurring cross-departmental “stitch” meetings to ensure alignment between education and practice for all learners.
• Participates in required client meetings.
• Acts as administrator for Humach University, the Learning Management System.
• Oversees the assignment, tracking, reporting and maintenance of learning objects within Humach University.
• Actively participates in personal and professional development initiatives.
• Acts as a champion of challenge and change.
• Constantly questions I.W.W.C.W (In What Ways Can We) do things differently.

What You Bring: 

• Associate degree plus 3-5 years’ experience in a training role; or an equivalent combination of education and experience.
• Virtual training facilitation and supervisory/mentorship experience required.
• Passion about continuous improvement for self and others.
• Knowledge and practice in adult learning theory/principles.
• Strong emotional intelligence and ability to “read the virtual room.”
• Demonstrates a positive attitude consistently.
• Excellent organizational, project and time management skills.
• Self-starter with a strong ability to work independently and not wait for all the information.
• Proficient in Zoom and Microsoft Teams.
• Proficient in Microsoft products, including PowerPoint, Outlook and Word.