L&D Specialist, Partner Network Training Lead

About the Team:

Member Experience (MX) supports our global BPO (Business Process Outsourcing) partner network across channels and regions, ensuring members receive consistent, high‑quality support wherever they contact us. MX Education enables BPO partners to deliver outstanding member experiences by providing scalable training, clear standards, and data‑driven coaching in close partnership with Global Support Operations, QA, and Vendor Management.

The Role: 

As Partner Network Training Lead, you will own the development, delivery, and continuous improvement of MX training programs across our global BPO network. You will ensure:

• Readiness for Partner Member Care Representatives in all roles.
• Launch readiness for new policies, workflows, tools, and product updates at partner sites worldwide.

You will lead execution for partner training at BPO sites—planning and running enablement cycles, installing readiness gates, and using data to target interventions—while working with other members of the MX Education team to develop, deliver, and implement learning solutions. 

Location: We have a strong preference for candidates based in the Eastern Time Zone. 

What you will do: 

• Strategy & Roadmap: Lead the development and execution of the BPO onboarding and upskilling curriculum strategy.
• Cross-Functional Partnership: Collaborate with BPO leadership and internal teams (QA, Workforce Management, Ops) to align training objectives with operational realities.
• Launch Readiness: Own training delivery plans for new site launches and major change events, including timelines, dry-runs, and cutover coordination. Partner with site leaders to ensure trainers have the tools, environments, and time needed to execute training plans effectively.
• Data-Driven Optimization: Use QA scores, CSAT, and ramp-to-proficiency data to identify performance gaps and prioritize training interventions.
• Curriculum Development: Partner with Instructional Designers to define facilitation requirements and provide feedback loops to improve course content.
• Train-the-Trainer (TTT): Deliver TTT sessions and certification workshops to ensure BPO trainers are equipped to meet delivery standards.
• Community & Coaching: Support BPO trainer communities through regular forums and structured coaching to share best practices across regions.
• Quality Standards: Maintain a "Partner Training Playbook" and ensure consistent training environments, tools, and evaluation criteria across all sites.

We would love to consider you for this role if you have:

• 8+ years of related experience in training, enablement, or adjacent MX domains (support operations, QA, or vendor management); or equivalent experience.
• Proven BPO enablement experience across multi‑site vendors, including data‑driven coaching to improve ramp‑to‑proficiency, QA scores, CSAT, and AHT/FCR.
• Strong live facilitation and virtual classroom skills; able to engage diverse learner groups and coach trainers to do the same.
• Excellent cross‑functional collaboration and stakeholder communication, including with vendor leadership and internal MX teams.
• Strong program planning and calendar management; comfortable coordinating complex training schedules across multiple sites and regions.
• Ability to interpret performance data (QA, CSAT, AHT/FCR, handle types, error rates) and translate insights into targeted enablement plans.
• Comfortable using LMS and common collaboration tools; able to learn internal systems quickly and guide trainers in their use.
• Growth mindset and willingness to pilot new approaches (e.g., simulations, micro‑learning, AI‑assisted tools) and iterate based on feedback.
• Travel Required: Up to ~10–20%, depending on site launches, onsite enablement, and partner events (global).

Nice to Have:

• Exposure to healthcare or regulated programs, including privacy, routing, and SLA nuances across channels and personas.
• Certifications in adult learning or support excellence (e.g., CTT+, CPTD/APTD, ITIL Foundation, HDI) or equivalent demonstrable expertise.
• Knowledge of accessibility and inclusive facilitation practices (e.g., WCAG‑aligned materials, inclusive facilitation across cultures and language levels).

Benefits 

At Oura, we care about you and your well-being. Everyone here at Oura has a ring of their own and we are continually looking to improve employee health.

What we offer:

• Competitive salary and equity packages
• Health, dental, vision insurance, and mental health resources
• An Oura Ring of your own plus employee discounts for friends & family
• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
• Paid sick leave and parental leave

Oura takes a market-based approach to pay, which may vary depending on your location. US locations are categorized into tiers based on a cost of labor index for that geographic area. While most offers will be closer to the starting range, successful candidates' pay will be determined based on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions. These ranges may be modified in the future.

• Region 1 $143,650 - $169,000
• Region 2 $130,050 - $153,000
• Region 3 $117,300 - $138,000

A recruiter can determine your Region based on your US location.

We are not considering candidates residing in the following states: Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Nebraska (NE), South Dakota (SD), West Virginia (WV), and Wisconsin (WI).

About the Team:

Member Experience (MX) supports our global BPO (Business Process Outsourcing) partner network across channels and regions, ensuring members receive consistent, high‑quality support wherever they contact us. MX Education enables BPO partners to deliver outstanding member experiences by providing scalable training, clear standards, and data‑driven coaching in close partnership with Global Support Operations, QA, and Vendor Management.

The Role: 

As Partner Network Training Lead, you will own the development, delivery, and continuous improvement of MX training programs across our global BPO network. You will ensure:

• Readiness for Partner Member Care Representatives in all roles.
• Launch readiness for new policies, workflows, tools, and product updates at partner sites worldwide.

You will lead execution for partner training at BPO sites—planning and running enablement cycles, installing readiness gates, and using data to target interventions—while working with other members of the MX Education team to develop, deliver, and implement learning solutions. 

Location: We have a strong preference for candidates based in the Eastern Time Zone. 

What you will do: 

• Strategy & Roadmap: Lead the development and execution of the BPO onboarding and upskilling curriculum strategy.
• Cross-Functional Partnership: Collaborate with BPO leadership and internal teams (QA, Workforce Management, Ops) to align training objectives with operational realities.
• Launch Readiness: Own training delivery plans for new site launches and major change events, including timelines, dry-runs, and cutover coordination. Partner with site leaders to ensure trainers have the tools, environments, and time needed to execute training plans effectively.
• Data-Driven Optimization: Use QA scores, CSAT, and ramp-to-proficiency data to identify performance gaps and prioritize training interventions.
• Curriculum Development: Partner with Instructional Designers to define facilitation requirements and provide feedback loops to improve course content.
• Train-the-Trainer (TTT): Deliver TTT sessions and certification workshops to ensure BPO trainers are equipped to meet delivery standards.
• Community & Coaching: Support BPO trainer communities through regular forums and structured coaching to share best practices across regions.
• Quality Standards: Maintain a "Partner Training Playbook" and ensure consistent training environments, tools, and evaluation criteria across all sites.

We would love to consider you for this role if you have:

• 8+ years of related experience in training, enablement, or adjacent MX domains (support operations, QA, or vendor management); or equivalent experience.
• Proven BPO enablement experience across multi‑site vendors, including data‑driven coaching to improve ramp‑to‑proficiency, QA scores, CSAT, and AHT/FCR.
• Strong live facilitation and virtual classroom skills; able to engage diverse learner groups and coach trainers to do the same.
• Excellent cross‑functional collaboration and stakeholder communication, including with vendor leadership and internal MX teams.
• Strong program planning and calendar management; comfortable coordinating complex training schedules across multiple sites and regions.
• Ability to interpret performance data (QA, CSAT, AHT/FCR, handle types, error rates) and translate insights into targeted enablement plans.
• Comfortable using LMS and common collaboration tools; able to learn internal systems quickly and guide trainers in their use.
• Growth mindset and willingness to pilot new approaches (e.g., simulations, micro‑learning, AI‑assisted tools) and iterate based on feedback.
• Travel Required: Up to ~10–20%, depending on site launches, onsite enablement, and partner events (global).

Nice to Have:

• Exposure to healthcare or regulated programs, including privacy, routing, and SLA nuances across channels and personas.
• Certifications in adult learning or support excellence (e.g., CTT+, CPTD/APTD, ITIL Foundation, HDI) or equivalent demonstrable expertise.
• Knowledge of accessibility and inclusive facilitation practices (e.g., WCAG‑aligned materials, inclusive facilitation across cultures and language levels).

Benefits 

At Oura, we care about you and your well-being. Everyone here at Oura has a ring of their own and we are continually looking to improve employee health.

What we offer:

• Competitive salary and equity packages
• Health, dental, vision insurance, and mental health resources
• An Oura Ring of your own plus employee discounts for friends & family
• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
• Paid sick leave and parental leave

Oura takes a market-based approach to pay, which may vary depending on your location. US locations are categorized into tiers based on a cost of labor index for that geographic area. While most offers will be closer to the starting range, successful candidates' pay will be determined based on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions. These ranges may be modified in the future.

• Region 1 $143,650 - $169,000
• Region 2 $130,050 - $153,000
• Region 3 $117,300 - $138,000

A recruiter can determine your Region based on your US location.

We are not considering candidates residing in the following states: Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Nebraska (NE), South Dakota (SD), West Virginia (WV), and Wisconsin (WI).