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Senior Manager of Global Training

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Yokoy

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Location:
Spain, Barcelona

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

We are looking for a Head of Training to bridge the gap between our HQ culture and our global BPO network. You will be the architect of how Perk sounds, acts, and solves problems in 8 countries simultaneously. You will ensure that a complex travel itinerary fixed by an agent in Manila feels just as seamless as one fixed in Barcelona or Birmingham.

Job Responsibility:

  • Training Strategy: manage the entire lifecycle of BPO agent readiness
  • Standardization at Scale: create and own the 'Perk Playbook'
  • GDS & Tech Mastery: oversee technical training on global distribution systems and Perk’s proprietary platforms
  • Data-Driven Learning: measure training success via CSAT, First Contact Resolution, Handle time and error rates
  • Rapid Deployment: lead rapid-response training updates for new features, processes, or guidance

Requirements:

  • Proven experience managing training functions specifically for outsourced vendor networks
  • Experience with GDS (Amadeus, Sabre, Travelport) or complex logistics/booking platforms is highly preferred
  • Experience managing teams across APAC, EMEA, and the Americas
  • Comfortable building the plane while flying it, scrappy, digital-first, and agile
  • 3-5 years of experience leading training across large-scale Customer Care teams
  • Demonstrated ability to build and develop high-performing, customer-centric teams
  • Excellent communication skills (verbal and written) in English
What we offer:
  • Competitive compensation and equity ownership
  • Generous allocation of vacation days plus public holidays
  • Choice of private healthcare or a gym allowance
  • Life Insurance
  • Perk events including annual summer party
  • Access to 12x therapy and 12x coaching sessions via Spring Health
  • Flexible compensation plan
  • 17 weeks’ paid parental leave during child’s first year
  • 16 paid hours per year for volunteering
  • Up to 20 'Work from Anywhere' days per year
  • English, Spanish and Catalan lessons
  • Four-week, fully paid sabbatical after 5 years
  • Relocation support

Additional Information:

Job Posted:
December 13, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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