Team Lead, Client Trainer at Boldr

WHAT IS YOUR ROLE

• As Team Lead, Client Trainer, you are responsible for overseeing the delivery of training programs that support new client implementations, operational expansions, and internal transitions. You manage the day-to-day activities of Client Trainers and ensure that training initiatives are executed on time, aligned with operational objectives, and delivered with consistent quality.
• In this role, you translate implementation goals into structured training plans, coordinate cross-functional efforts, and support teams and client trainers through onboarding and early production phases. You act as a key point of contact for training within assigned implementations, helping ensure readiness, performance stability, and smooth knowledge transfer.
• You are accountable for team performance, training schedules, and delivery outcomes, while also identifying opportunities to improve training processes within your area of responsibility.

WHY DO WE WANT YOU

• We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO Implementation Training Delivery

• Assign client trainers to implementations and expansion opportunities and ongoing client needs
• Own the execution of training programs for new client implementations, expansions, and operational transitions
• Translate implementation objectives into structured training plans, schedules, and milestones
• Ensure training readiness for assigned client launches and internal team transitions
• Lead complex or high-impact training sessions when additional support is required
• Monitor training progress and adjust plans to meet timelines and operational goals.

Team Leadership & Day-to-Day Management

• Directly manage Client Trainers, providing guidance, coaching, and performance feedback
• Set clear priorities, schedules, and quality expectations for the training team
• Conduct regular check-ins, facilitation reviews, and performance assessments
• Support hiring, onboarding, and ramp-up of new trainers as needed
• Foster a collaborative, accountable, and solutions-oriented team environment.

Training Program Coordination & Content Oversight

• Oversee the preparation, maintenance, and accuracy of training materials and job aids
• Ensure training content reflects client workflows, tools, and operational expectations
• Maintain consistency across training programs by following established frameworks and standards
• Coordinate with Implementation and Operations teams to align training with process updates
• Support updates to training curricula based on feedback and performance trends
• Assist in developing new trainings such as tool specific training, Team Captain training, etc.

Cross-Functional & Client Collaboration

• Act as the primary training contact for assigned implementations
• Work closely with Implementation, Operations, Quality, and Workforce teams to align training with operational goals
• Participate in client discussions to understand process changes and learning requirements
• Identify training-related risks and recommend practical solutions
• Help coordinate efforts across project teams to meet schedules and performance targets.

Post-Go-Live Support & Performance Stabilization

• Oversee training support during early production phases for new or expanding programs
• Ensure smooth transition from training to steady-state operations
• Identify performance gaps related to training and coordinate targeted interventions
• Support operational changes, new workflows, and team transitions through focused training efforts
• Serve as an escalation point for complex training or knowledge-transfer issues.

Training Metrics & Process Improvements

• Track training schedules, completion rates, and readiness indicators
• Review post-training performance data to identify trends and improvement opportunities
• Provide insights and recommendations to the Senior Manager on training effectiveness
• Implement process or content adjustments to improve outcomes within existing frameworks
• Contribute to the refinement of training procedures for the immediate team or function

Requirements WHAT WE'LL LIKE ABOUT YOU

 YOU ARE...

• Curious and authentic, just like us! #beboldr 
• A strategic thinker who balances execution with long-term scalability
• A collaborative leader who builds strong cross-functional partnerships
• Analytical, detail-oriented, and data-driven
• Passionate about client success and operational excellence
• Comfortable operating in dynamic, fast-scaling environments

YOU HAVE...

• 2+ years of leadership experience
• 4+ years Training skills: You will need to be able to speak in a friendly way to deliver accurate and clear content, listening to people's needs and helping communicate options for them
• Proficiency with learning management systems and other relevant e-learning tools
• A foundational understanding of AI and their application in business operations
• Experience with AI enabled platforms (e.g. CRMs, data analysis tools) and the ability to explain complex technical concepts to a non-technical audience. 
• A flexible curious mindset, with the ability to adapt to new technologies and integrate them into existing workflows
• Analytical skills with the ability to use data to drive decisions
• Excellent skills in both written and verbal communication