Training Manager

About the Role

• Would you like to build a training program from the ground up and shape how a new team learns? We're looking for a Training Manager to design the learning path for a new Mexico City site that supports a U.S.-based fintech startup in sales tax compliance.
• You'll create the ramp that takes people from day one to working on their own with live customer accounts. That includes onboarding programs for Onboarding Managers and support agents, certification gates, and a knowledge base. You'll work directly with the Site Director and do real onboarding and support work, so every lesson reflects what the team does day to day.

About You

• You have a Learning & Development background and have designed, launched, and scaled training programs in a customer-facing operation.
• You've built a curriculum and competency map from scratch, not just delivered courses someone else created.
• You enjoy coaching people through real work and seeing them reach productivity faster.
• You communicate clearly with leaders, trainers, and new hires, in both English and Spanish.
• You learn complex, regulated topics quickly and turn them into simple, practical lessons.

What You'll Be Doing

• Design and implement the training ramp for Onboarding Managers and support agents, from day one to solo work on live customer accounts.
• Build the curriculum, competency map, and certification gates that define when someone is ready.
• Create and maintain a knowledge base that keeps procedures clear and up to date.
• Own the team's procedures and keep them aligned with how the work gets done.
• Support onboarding, knowledge transfer, and team performance through hands-on coaching.
• Do real onboarding and support work to keep training grounded in daily practice.
• Partner with the Site Director to align training with the site's goals and results.
• Build a train-the-trainer bench so the program can scale as the team grows.

What We're Looking For

• A hands-on, ownership mindset and a bias for action.
• Strong coaching and feedback skills.
• Curiosity and the ability to learn a technical domain quickly.
• Clear, client-level written communication in English and Spanish.
• Organization and the ability to build structure where none exists yet.

Technical Requirements

Must-Haves

• 5+ years in training, enablement, or L&D within a customer-facing operation.
• Curriculum design and competency mapping.
• Certification and assessment design, with coaching based on real work.
• Knowledge base creation and maintenance (for example, Confluence or Notion).
• Advanced English, required for daily work with U.S. teams.
• Residence in Ciudad de México, with availability for a hybrid schedule and U.S. working hours (8:00 AM to 5:00 PM Pacific Time, Monday to Friday).

Nice-to-Haves

• Sales tax or tax compliance exposure.
• Experience training U.S.-facing teams from Mexico.
• Instructional design credentials, or LMS and authoring tool experience (for example, Docebo or Articulate).
• Experience training people to work with AI tools.
• Background in e-commerce, fintech, or B2B SaaS.
• A valid U.S. B1/B2 visa for periodic travel to San Francisco.