The scope spans two training surfaces that must run to the same bar: Remote operations: This looks and feels like a high-stakes contact center: nested coaching, certification before live work, quality-driven upskilling, and trainer-to-learner ratios that have to hold as hiring ramps. 10+ years in operational training, enablement, or learning for a large operations workforce, including 3+ years leading trainers, instructional staff, or training PMs (manager of people, not only IC program management).