Operational Training - Front Line Manager at Equifax · Heredia

Operational Training - Front Line Manager Location: CRI - Heredia The Operational Training - Front Line Manager is responsible for leading a multidisciplinary team of Trainers, Content Developers, and Instructional Designers across multiple business units (D2C, Bcare, and EMS). This role ensures training effectiveness through rigorous observation, data-driven reporting, and the management of critical project lifecycles, including international expansions What you will do Team Leadership & Development: Lead and coach a diverse team of training resources (Trainers, Content Developers, and IDs) . Conduct one on ones and monthly/biweekly coaching sessions, providing performance notes for mid-year and end of year reviews. Strategic Training Execution: Manage and execute training initiatives, including the creation of eLearning courses, Learning Management and completion tracking, video material, user guides, and instructional materials, while facilitating instructor-led courses and employee onboarding. Quality & Metrics Management: Oversee operational targets for new hires, ensuring trainers achieve a satisfaction target and re-certify trainer skill knowledge in mandatory training observations. Performance Analytics: Review training feedback with the Training Manager and monitor the nesting period to execute action plans that improve metrics. Project Lifecycle Management: Oversee active projects, by creating training standards for expansion and local stakeholders. Stakeholder & Reporting Excellence: Deliver weekly, monthly KPI report dashboards. Closely partner with internal and US-based leadership, local talent teams, and Quality Assurance to coordinate training alignment and project support. This includes managing internal client needs by overseeing the end-to-end training scheduling and lifecycle, setting expectations and client needs. Operational Oversight: Manage tool licenses, budget and coordinate hiring processes. What experience you need Bachelor degree in careers related to knowledge transfer or related (Education related) Managerial Experience: 4 years leading Training teams in a Managerial or Front Line Leader role. Foundational Knowledge: 4 years of hands-on experience as a Trainer, Content Developer, or Instructional Designer . Language Proficiency: Minimum C1 English level (as required for team communication and hiring standards). Operational Fluency: 2 years Experience managing high-volume training calendars across different business units What could set you apart Technical Proficiency: Advanced experience with Articulate 360, Gemini/Notebook LM, or other AI tools for content creation. Analytical Skills: Ability to analyze correlations in metrics and translate data into actionable insights for upper management. Change Management: Proven ability to manage the transition of functions between global regions. Systems Knowledge: Experience with Salesforce LMS and internal trackers for reporting effective production hours. Primary Location: CRI-Heredia Function: Function - Fulfillment / Operations Schedule: Full time