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Hello! 👋
At Factorial we're looking for a new Training Manager for the CX Enablement team to help us support and scale our Customer Experience team to the next level. As part of the team in charge of developing our people and enabling our teams with the right skills and knowledge to make a real impact, you'll be in charge of leading a team of training specialists and instructional designers, owning all learning initiatives across the CX organization, and driving measurable business impact and reducing Time-to-Proficiency.
Ready to be part of the challenge? 🚀
About the team 👥
Our Customer Experience team is the voice that guides our users every step of the way, making sure they always get the most out of Factorial. If you’re passionate about people and love turning a challenge into a great experience, you’ll fit right in.
What you'll do 📝
As the Training Manager for CX Enablement, you will lead a team of 4-8 training specialists and instructional designers. Reporting directly to the Head of Knowledge Management, Training, and Quality, you will be the strategic owner of all learning initiatives across the Customer Experience organization (Account Management, Account Executives, Customer Support, Onboarding, and Technical Services). Your goal is to go beyond delivering training—you will drive measurable business impact, reduce Time-to-Proficiency (TTP), and prove the ROI of enablement.
Team Leadership & Development: Lead, mentor, and grow a team of Enablement Specialists. Oversee their daily operations, manage capacity, define their career paths using our Enablement Skills Matrix, and conduct ongoing performance reviews.
Strategic Masterplan Execution: Own and drive the CX Enablement OKRs and Masterplan. Ensure strategic initiatives (like the CX-Wide NEO Core Path Redesign and Role-Specific Curricula) are delivered on time and within scope using formal project management methodologies (PID, Gantt).
Stakeholder Alignment: Act as the strategic partner to CX Directors and Managers across all business lines. Align enablement strategies with their business objectives and manage intake requests via our Jira Service Management workflows.
Training Impact & ROI Measurement: Shift the focus from basic "completion rates" to true business outcomes. Implement a robust Time-To-Proficiency (TTP) & ROI Measurement Model to constantly evaluate and correlate training efforts with north star metrics like Upselling revenue, TFR, agent productivity, and CSAT.
Enablement Infrastructure: Oversee the deployment of the Unified NEO (New Employee Onboarding) and ELEVATE (Continuous Learning) LMS ecosystem. Partner with the Data team to deploy API integrations between the LMS and Datalake to build comprehensive PowerBI Enablement Dashboards.
What are we looking for? 🎯
Managerial Experience: Minimum 3+ years of proven experience strictly as a Manager leading training, enablement, or L&D teams, preferably in a fast-paced SaaS, CX, or scale-up environment.
Strategic Mindset: Deep understanding of how to build high-level learning strategies that directly impact operational KPIs and revenue.
Project Management: Strong experience managing mid-term projects, defining OKRs, tracking dependencies, and managing team capacity.
Data-Driven & Analytical: Comfortable working with data teams, LMS analytics, and BI tools (like PowerBI) to build reporting suites and prove the financial ROI of training.
Leadership: A humble yet ambitious leader with a proven track record of upskilling direct reports, standardizing processes, and fostering a high-performance, results-oriented culture.
Perks of being part of Factorial 😎
Alan as private health insurance 🩺
High growth, multicultural and friendly environment 🤝
Healthy life with Wellhub (Gyms, pools, outdoor classes) 🕺🏻
Save expenses with Cobee💰
Language classes 👩🏻🏫
Breakfast in the office and organic fruit 🍏
Food discounts with Nora 🍱
Pet Friendly 🐕
Much more that we'll spill during the interview process
About Factorial 🚀
At Factorial, we’re building the leading AI Business Management Software for companies of all sizes. Our platform centralizes key workflows across HR, Finance, Talent, Operations, and IT, freeing teams from manual processes so they can focus on what really matters: leading, growing, and taking care of their people.With over 1,500 employees across Europe, Asia, Africa, and America. We are one of Europe’s fastest-growing SaaS companies, proudly headquartered in Barcelona. If you're excited to shape the future of business management technology, we’d love to meet you.
We believe in diverse talent: we welcome applicants from all backgrounds and strongly encourage people of diverse experiences and identities to apply.
We believe in inclusion: we are committed to equal opportunities and actively promote workplace inclusion of people with disabilities. If you would like to learn more about our inclusive recruitment processes, you are welcome to indicate so optionally and we will share additional information with you.
Our Values 🫀
We own it: We take responsibility for every project. We make decisions, not excuses.
We learn and teach: We're dedicated to learning something new every day and, above all, share it.
We partner: Every decision is a team decision. We trust each other.
We grow fast: We act fast. We think that the worst mistake is not learning from them.
Want to learn more about us? Check our website!