Manager, Training - Service

Responsible for design and delivering impactful programs that enhance service performance and support customer satisfaction goals. This role oversees both field-based and classroom training, ensuring consistent, high-quality learning experiences.
The manager will conduct training observations, provide coaching, and drive learning effectiveness through measurable outcomes and continuous improvement. Partnering closely with service leadership, this role ensures teams are equipped with the skills and confidence to deliver exceptional service across the customer lifecycle.

• Directs the development, enhancement, and delivery of all corporate and field training, including Core, HRS/PAS/PBS, and MMS sales, operations, technical, and management development.
• Manages, develops, and directs all staff involved in the delivery of all company product, systems, sales, and management development training.
• Manages the quality of the programs and products produced for training within the budget framework.
• Consults on all company projects in conjunction with Training Project Management.
• Continually evaluates the effectiveness of all programs.
• Proactively meets with Senior and Executive Management to determine training needs for all business units.
• Provides leadership in the evaluation of alternative development and training solutions, including evaluation of external resources, internal program development, and program implementation.
• Supervises all participants while at Corporate, ensuring proper behavior.
• Consults and participates in the design of new programs.
• Researches learning and development methods that lead to greater effectiveness and retention in employees’ knowledge, skills, and abilities.
• Provides support to business unit managers attempting to lead process improvement and productivity gains in their areas of responsibility.
• Facilitates organizational effectiveness strategies that improve business performance, organizational systems, and staff relationships within and across business units.
• Develops short- and long-term plans, including the development of the annual expense budgets and capital improvement recommendations.

• Act with uncompromising integrity.
• Provide outstanding service and build trusted relationships.
• Drive innovation in our products and services and continually improve our processes.
• Work in partnership and support each other.
• Be personally accountable and deliver on commitments.
• Treat each other with respect and dignity.
• What's in it for you?:
  • We value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.
  • We value your time: From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best.
  • We value your development: Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career.
  • We value your perspective: Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard.
  • We value our communities: We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about.
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    Note: The benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary. Not sure if you meet every requirement?: At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.
    Paychex is an equal opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.