Training Manager -Saudi National

As a Training Manager, you will lead and oversee the training operations in Saudi Arabia, ensuring the delivery of high-quality training programs for our customer service teams. You will manage a team of Training Leads and Trainers, align training initiatives with business objectives, and drive continuous improvement in trainers' performance and customer satisfaction. This role requires strategic oversight, stakeholder collaboration, and a focus on achieving measurable outcomes in a fast-paced CX environment.

Trainers' performance metrics, customer satisfaction scores, and team development milestones will measure the effectiveness of the role.

Application Deadline : October 30, 2025 Department : Training and Quality Employment Type : Full Time Location : KSA Workplace type : Onsite Reporting To : Janna Arakelian

Key Responsibilities

Manage and lead a team of Training Leads, each overseeing 5-7 Trainers, including recruitment, onboarding, performance evaluations, and professional development.

Oversee the delivery of new-hires and on-the-job training, ensuring consistency with Tabby’s standards across face-to-face, virtual, and hybrid formats.

Collaborate with stakeholders, including HR, Talent Acquisition, CX Operations, Quality, and Content teams, to align programs with organizational goals and address gaps in hiring, quality, and operations.

Analyze training outcomes, agent performance data, and customer interaction quality across different channels (calls, emails, and chats) to identify trends, root causes of issues, and opportunities for improvement; provide data-driven recommendations and implement solutions.

Develop and maintain certification mechanisms for Trainers and Leads, including train-the-trainer programs, upskilling workshops, and remote facilitation skills.

Track and report on key metrics such as training throughput, feedback, and customer satisfaction; make necessary adjustments to enhance outcomes.

Ensure compliance with adult learning principles, cultural nuances of the GCC region, and best practices in managing remote and on-site teams.

Skills, Knowledge & Expertise Who you are :

You have a bachelor's degree in a related field (e.g., communication, psychology, business, education).

You have a minimum of 5 years of experience in Customer Service operations or training, with a proven track record in designing and delivering programs such as new hire training (NHT) and on-the-job training (OJT).

You bring at least 3 years of experience in team management, including leading trainers or supervisors, with a focus on performance management and development.

You are fluent in English (C1) and Arabic, with a deep understanding of the cultural nuances of the Saudi Arabian and GCC region.

You have strong leadership, communication, coaching, and interpersonal skills to manage teams and stakeholders effectively.

You possess analytical and problem-solving skills to evaluate data, identify trends, and drive improvements.

You have excellent organizational and time management skills to handle multiple priorities in a dynamic environment.

You are proficient in Microsoft Office Suite, learning management systems, and customer support tools (e.g., CRM software, ticketing systems).

Preferred qualifications

Advanced knowledge of adult learning principles, instructional design methodologies, and facilitation techniques.

Certification in customer service training, leadership, or related soft skills (e.g., train-the-trainer certifications).

Conflict Resolution Skills : Ability to remain composed under pressure, effectively resolve disputes by addressing underlying issues, and prevent escalations within teams or with stakeholders.

About Tabby Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money. The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores. Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region. Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.

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