About the team

We are a dynamic team of instructional designers, curriculum creators, facilitators, and relationship builders. At our core, we are training professionals and cross-functional collaborators who thrive on connecting people with the learning they need to succeed.

The Senior Manager, Training defines and owns the strategic vision for the Support Training function. In this high-impact role, you will develop a scalable learning roadmap that aligns training program design, onboarding, and continuous capability building with organizational growth objectives. You will lead a team of Training Specialists to transform support training into a strategic engine that directly improves the customer and frontline experience.

What you will do

• Develop and execute a multi-year strategic vision for support enablement that adapts to platform changes, new product launches, and scaling demands.

• Act as the primary liaison between business stakeholders, Quality Assurance (QA), Product, Engineering, and the training team to ensure training updates align with product and policy changes.

• Partner with the QA team to build a closed-loop feedback system that identifies recurring frontline knowledge gaps and translates them into targeted learning solutions.

• Overhaul and own the first-year onboarding journey, creating an engaging learning experience that minimizes frontline ramp time and reduces early-stage turnover.

• Oversee the creation of technically rigorous, scenario-based learning experiences, including call and chat simulations, sandbox environments, and role-playing exercises.

• Build modular training tracks tailored to multiple support functions, including Tier 1, Tier 2, Tier 3, Claims, and specialized support teams.

• Directly manage, mentor, and develop a team of Training Specialists, creating clear career development paths and fostering a high-performing learning organization.

• Design and implement a Train-the-Trainer framework to empower internal leaders and BPO vendor trainers to deliver high-quality instruction.

• Own training performance metrics, including completion rates, assessment scores, 30/60/90-day performance, and the relationship between training outcomes and operational KPIs.

• Translate learning analytics into clear, data-driven insights and recommendations for senior leadership and cross-functional stakeholders.

Your profile

• 7+ years of experience in adult learning, instructional design, talent development, or a related field.

• 4+ years of experience leading and developing training teams within a high-volume Customer Support, SaaS, or BPO environment.

• Deep expertise in instructional design methodologies such as ADDIE, Bloom's Taxonomy, and Kirkpatrick's Levels of Evaluation.

• Strong analytical mindset with experience measuring training effectiveness and ROI through operational metrics such as FCR, AHT, CSAT, and QA performance.

• Exceptional verbal and written communication skills, with a proven ability to influence cross-functional stakeholders without direct authority.

• Strong leadership, coaching, and mentoring skills with a passion for developing high-performing teams.

• Ability to manage multiple priorities and execute effectively in a fast-paced, evolving environment.

• Demonstrates Turo's values through work product and day-to-day team interactions.

Bonus if you have

• Bachelor's degree in Education, Human Resources, Communications, Organizational Development, or a related field, or equivalent practical experience.

• Experience with LMS platforms such as WorkRamp, Docebo, Lessonly/Seismic, or LearnUpon.

• Experience with customer support platforms such as Kustomer, Zendesk, Salesforce Service Cloud, or Freshdesk.

• Experience using content creation tools such as Articulate Storyline, Articulate Rise, Camtasia, Canva, or AI-assisted video generation tools.

• Experience with data and analytics platforms such as Domo, SQL, Tableau, Power BI, MaestroQA, Klaus, or similar reporting tools.

For this role, the target base salary range in Phoenix is $115,000 - $140,000 annually. This role is also eligible for equity and benefits. In general, our ranges reflect the market-based target for new hire salaries based on the level and location of the role. Within the range, individual pay is determined by objective factors assessed during the application and interview process, such as job-related skills, experience, and relevant education or training. We encourage you to talk with your recruiter to learn more about the total compensation and benefits available for this role.

Turo highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule — Turists will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Your recruiter can share more information about the various in-office perks Turo offers.

Turo Recruiting Scam Alert:

We’ve learned that there are scammers targeting job candidates by impersonating Turo and its employees. We ask candidates to be careful of fraudulent job postings or suspicious recruiting activity during their job search, especially if they’re contacted through unofficial channels (such as Instagram, Telegram, MS Teams, etc.). In general, Turo interacts with candidates through our Careers page and via turo.com email addresses, and we don’t ask candidates for sensitive financial or personal info or request money as part of the hiring process (so an application fee or equipment costs). If candidates are not sure whether they’re dealing with an impersonator, they can contact Turo’s Recruiting Team at recruit@turo.com. Candidates can also report suspicious activity to the FTC or other appropriate authorities.

Turo AI Policy:

Turo may use AI-enabled tools to support our recruiting operations, including gathering information from candidates, drafting communications, helping with interview note-taking and assessment, and so on. These tools only supplement our team; all decisions to advance or hire candidates are made by Turo employees. While we welcome candidates to use AI-enabled tools to help prepare for their interviews, the use of such tools, including any AI chatbots or note-takers, is not permitted during live interviews or technical assessments. We want to see how you consider and solve problems in real-time, so interviews and assessments are all you (unless we indicate otherwise and ask you specifically to use an AI-enabled tool to answer a question). If during the application process you require the use of an AI-enabled tool as a reasonable accommodation for a disability, please let us know at PeopleOps@turo.com.

Benefits

• Competitive salary, equity, benefits, and perks for all full-time employees

• Employer-paid medical, dental, and vision insurance (Country specific)

• Retirement employer match

• Learning & Development stipend to invest in your professional development

• Turo host matching program

• Turo travel credit

• Cell phone and internet stipend

• Paid time off to relax and recharge

• Paid holidays, volunteer time off, and parental leave

• For those who are in the office full-time or hybrid we have in-office lunch, office snacks, and fun activities

We are committed to building a diverse team. If you are from a background that's underrepresented in tech, we'd love to meet you.

Aside from an award winning work environment and the opportunity to be part of the world’s largest car sharing marketplace, we are also growing the team quickly - join us!  Even if you don't meet every qualification, we are looking for people with enthusiasm for what we do and we will consider you for this and other possibilities.

About Turo

Turo is the world’s largest car sharing marketplace where you can book the perfect car for wherever you’re going from a vibrant community of trusted hosts across the US, UK, Canada, Australia, and France. Whether you're flying in from afar or looking for a car down the street, searching for a rugged truck or something smooth and swanky, Turo puts you in the driver's seat of an extraordinary selection of cars shared by local hosts.

Discover Turo at https://turo.com, the App Store, and Google Play, and check out our blog, Field Notes.  

Read more about the Turo culture according to Turo CEO, Andre Haddad.

Turo is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program.  Women, minorities, individuals with disabilities and protected veterans are encouraged to apply.  We welcome people of different backgrounds, experiences, abilities and perspectives.  

Turo will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.  

We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing PeopleOps@turo.com.