Senior Manager of Learning & Development
About this role
Role Overview
Rain is building a structured, high-performance Customer Experience organization that bridges frontline support, technical escalation, monitoring, and Engineering.
We are seeking a Senior Manager of Learning & Development to architect and operate a scalable CX learning infrastructure across internal teams and BPO partners.
This role requires hands-on ownership of our LMS (Docebo or similar), design of tier-based certification frameworks, and direct linkage between training and operational performance metrics.
This is a builder role. You will design the system and implement it.
What you'll do
- Learning Architecture
- Design tier-based CX skill progression (T1 → Escalation-Ready → Advanced)
- Establish certification standards tied to escalation authority
- Define structured onboarding for internal and BPO teams
- Build recurring refresh cadence
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