GCS Training Manager

As the GCS (Global Customer Service) Training Manager, you will own the design, governance, and scalability of StubHub's global training system across in-house and outsource partners. You will sit within the GCS Enablement team alongside Knowledge Management and Quality Assurance, and your mandate is to ensure the training function operates as a performance lever — not just a delivery mechanism.

This role is for a systems thinker who diagnoses before designing, scales through structure rather than manual oversight, and holds outsource partners to measurable standards. You will lead a team of training professionals and instructional designers while operating as a strategic owner of the function.

This is a dayshift, full-time position, working Monday to Friday with occasional flexibility required to accommodate evenings, weekends and/or holidays based on business needs.

• →Conduct root cause analysis on performance gaps to determine whether training is the right intervention before designing solutions — distinguishing between training gaps, process gaps, and management gaps.
• →Own and continuously improve global new hire training across in-house and outsource partners, with a relentless focus on reducing time-to-proficiency and measurable performance outcomes.
• →Design and scale training systems that operate effectively without direct oversight — building governance frameworks, certification standards, and accountability structures that hold up globally.
• →Provide rigorous governance of outsource partner training: trainer certification, quality scorecards, performance monitoring, and continuous improvement cadences tied to operational metrics (Contact Resolution, AHT, attrition, time-to-proficiency).
• →Evaluate training effectiveness using data, proactively identify measurement gaps, and drive reporting improvements to connect training interventions to business outcomes.
• →Ensure training readiness for business changes — new processes, policies, and products — with structured rollout and compliance tracking.
• →Establish and maintain a structured content review cycle ensuring accuracy, relevance, and alignment with evolving business needs.
• →Lead and develop the training and instructional design team, setting high standards for performance, growth, and output quality.
• →Leverage AI and automation tools to drive efficiency, scale content development, and reduce manual workload across the training function.
• →Partner with GCS Operations, People team, and senior stakeholders to align training strategy to business priorities and communicate impact clearly.
• →Additional Responsibilities as assigned.

• Operational Excellence & Hands-On Leadership: You understand how contact center operations work and use that context to diagnose performance problems before reaching a training solution. You design scalable training systems, not just programs, thinking at the org level across governance models, partner accountability, and measurement infrastructure. 
• Data-Driven Decision Making & Problem Solving: You distinguish between training gaps, process gaps, and management gaps. You don't default to building content when the root cause is something else. You use data to diagnose, decide, and communicate impact, including in environments with imperfect information. 
• Transformational Leadership: You drive significant cross-team change by challenging legacy training approaches and proposing scalable solutions. You actively seek ways to use technology, including AI tools, to scale output, reduce manual work, and improve training quality. 
• Effective Communication: You build alignment across teams without direct authority, and you push back with data when the business wants a training solution that won't move the needle. You deliver clear, concise, and structured communication to leaders at all levels. 
• Openness & Willingness to Learn: You ask strong questions before drawing conclusions. You investigate deeply, aren't satisfied with surface-level answers, and actively seek out new tools and approaches, including AI, to improve how the function operates. 

• →5+ years in contact center operations or customer service leadership, with direct accountability for training outcomes.
• →3+ years leading global teams, including manager-of-managers or functional ownership experience.
• →Experience governing BPO or outsource partner training programs — including trainer certification, quality frameworks, and performance accountability.
• →Track record of connecting training interventions to operational metrics: CSAT, AHT, time-to-proficiency, attrition.
• →Experience diagnosing organizational performance gaps and designing interventions at a systems level.
• →Familiarity with AI tools and automation in a training or enablement context — or demonstrated curiosity and aptitude to build this capability.
• →Experience with large-scale contact centers, global operations, or eCommerce preferred.
• →Proficiency with MS Office, project management tools (e.g., Airtable, JIRA) preferred.
• →Experience with LMS platforms and content development methodologies a plus — not a requirement.