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
Modern 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 Transformation: Build dynamic, modular learning assets that can be updated within hours to keep pace with rapid AI model releases, product changes, and policy shifts.
3. Closed-Loop Performance & Quality Integration
Quality & Command Center Synergy: Partner directly with the Quality Command Center (QCC) to translate live audit telemetry, Root Cause Analysis (RCA) data, and AI fallback metrics into rapid-response learning interventions.
Targeted Remediation (CAPA): Own the learning execution of Corrective and Preventive Action (CAPA) plans to swiftly eliminate systemic human and hybrid process errors.
4. Change Management & Global Governance
Transformational Leadership: Serve as a change agent, building psychological safety and enthusiasm around AI adoption while overcoming tech-friction and change fatigue across global teams and BPO partners.
Global Alignment: Standardize transformational learning strategies globally while accommodating regional nuances, language requirements, and BPO operational realities.
Impact & ROI Measurement: Track business-level outcome metrics—focusing on Time-to-Autonomy, AI Co-Pilot Utilization, Human-in-the-Loop Accuracy, FCR, and Complex Resolution CSAT.
Experience & Domain Expertise
Experience: 10+ years in Learning & Development, Organizational Transformation, or Enablement within global customer operations.
AI & Assistive Tech Expertise: Demonstrated experience building enablement programs for AI Co-pilots, Generative AI tools, Agentic AI handoffs, or real-time agent assist systems.
Learning Transformation: Proven track record of modernizing traditional training frameworks into agile, tech-enabled, continuous learning models.
environments.
Analytical & Closed-Loop Mindset: Ability to synthesize operational metrics, QA speech analytics, and learning data to pinpoint exact competency gaps.
Change Enablement: Strong background in change management frameworks (e.g., Prosci, ADKAR) to drive workforce adoption of new technology. .
Education Recommended
• Four-year or Graduate Degree in Human Resources, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
Job -
Learning & DevelopmentSchedule -
Full timeShift -
No shift premium (India)Travel -
Relocation -
Equal Opportunity Employer (EEO) -
HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"
