Training Program Management
Description -
Training Program Manager

Role Overview
We are seeking a visionary Training Program Manager to join our Global Training Team. As customer support evolves into a dynamic hybrid model, this role is designed to lead the transformation of learning architectures and orchestrate the role expansion of human agents empowered by AI Assistance.
Reporting to Global Training Leadership, you will move beyond traditional classroom models to design adaptive, transformational learning systems. You will focus on upskilling human talent to operate as high-value problem solvers alongside AI Co-pilots, Agentic AI, and real-time assistive tools—driving faster time-to-proficiency, higher cognitive agility, and elevated customer experience (CX).

Key Responsibilities
1. AI-Assisted Role Expansion & Capability Building
Agent-to-Specialist Elevation: Redesign job profiles and skill maps as routine tasks shift to AI, training agents to handle complex edge cases, emotional high-stakes interactions, and human-in-the-loop (HITL) validations.
AI Co-pilot Fluency:



Build learning programs that train agents to work seamlessly alongside real-time AI assistance tools (e.g., automated summary, real-time prompt suggestions, policy lookup bots, and next-best-action guidance).
AI Oversight & Exception Training: Develop capabilities in critical thinking and risk assessment, enabling agents to recognize AI hallucinations, correct automated outputs, and manage smooth cross-channel handoffs.
2. Transformational & Adaptive Learning Ecosystem
Up-to-date Learning Architectures: Lead the transition from static, time-bound onboarding to continuous, just-in-time, and immersive learning ecosystems (micro-learning, scenario simulations, and gamified practice arenas).
AI-Powered Learning Personalization: Leverage AI-driven Learning Management Systems (LMS) and skill analytics to deliver individualized learning pathways based on real-time agent performance data.
Agile Curriculum T

📌 Training Program Management (Bengaluru)
🏢 Hp
📍 Bengaluru