Manager, Training Experience

About the role

This role owns the end-to-end training experience, ensuring learners, instructors, and venues feel supported at every interaction. You will build a consistent and scalable program that reduces friction and increases trust across ExOps initiatives. You act as the primary experience owner, designing operations that make training programs easier to deliver over time. Your work will make the learner journey feel prepared, reliable, and unmistakably aligned with VEG values. You will continuously improve processes by identifying friction and streamlining how ExOps supports training delivery. This position is critical for maintaining a high-trust environment where partners can rely on clear communication and predictable execution. Your impact will be reflected in smoother program delivery and stronger relationships across the training ecosystem.

Key facts

What you'll do

Own the Learner Journey by managing end-to-end enrollment for ExOps-supported training programs, including rosters, confirmations, waitlists, scheduling, and pre-program communications.

Coordinate Critical Milestones with program owners, the TD Operations Director, learners, and instructors to ensure learner milestones, including orientation, happen accurately and on time.

Create an Instructor Experience by serving as a consistent point of contact, coordinating scheduling needs, and building relationships that keep instructors engaged and excited to teach.

Build Trusted Venue Partnerships by owning relationships and vendors for in-person programs, developing long-term collaborations that improve reliability and effectiveness.

Orchestrate Program Logistics by coordinating travel, materials, schedules, and pre-event communication for learners and instructors to ensure smooth execution.

Be the Connective Tissue across learners, instructors, venue partners, program owners, and ExOps, keeping information moving and expectations aligned.

Deliver Reliable Handoffs to Learning Tech with confirmed rosters ahead of deadlines and ensure downstream partners have the information needed to support each program.

Improve the Experience by documenting enrollment, instructor, venue, and logistics workflows, identifying recurring friction, and strengthening processes for consistency and scalability.

Champion Process Building in a building-phase environment where standard processes may not yet exist, and you help create them with accuracy and ownership.

Leverage Operational Tools such as LMS platforms, scheduling tools, roster systems, CRM systems, and VEG-specific platforms to maintain precise and efficient execution.

Support Cross-Functional Collaboration by working closely with program owners and ExOps to align on goals, timelines, and experience standards.

Maintain Compliance and Consistency by ensuring every training touchpoint adheres to VEG standards and that learners receive clear, timely, and accurate information.

Act as a Trusted Advisor to stakeholders by translating operational data into insights that improve the training experience over time.

Drive Continuous Improvement by regularly reviewing workflows, identifying bottlenecks, and proposing changes that enhance reliability and scalability.

Requirements

4+ years in operations, hospitality, event management, client/customer success, or a high-volume relationship-driven environment where accuracy, timing, and communication matter.

Demonstrated experience owning a relationship or experience function over time, not just completing tasks, but building trust with partners on the other end.

Experience managing complex schedules, communications, deadlines, and exceptions across multiple stakeholders with a high degree of accuracy.

Strong relationship and communication skills, comfortable being the consistent point of contact for learners, instructors, and vendors alike.

Comfort operating in a building-phase environment where process does not always exist yet.

Familiarity with LMS platforms, scheduling tools, roster systems, CRM systems, or similar operational platforms; VEG-specific tools and training context can be learned.

Ability to travel up to 50% of the time for on-site, in-person exposure to cultivate relationships necessary for optimal experience management.

Must be able to work in the White Plains, NY area or be willing to relocate as needed to fulfill the role responsibilities.

Must meet all employment eligibility requirements as defined by applicable laws, including the ability to work in the United States without sponsorship for this role at this time.

Nice to have

Familiarity with veterinary or emergency care environments, or an interest in the pet health space.

Experience supporting training or adult learning programs.

Background in a fast-paced, high-growth startup environment.

Experience with ExOps or similar operational support functions.

Practical notes

Hours: Full-time

Travel: Up to 50% of the time for on-site, in-person exposure

Visa: Not applicable

Deadlines: None specified