Lead Training Manager

About Urban Company

Urban Company is a technology-driven home services platform offering services such as cleaning, beauty, plumbing, carpentry, appliance repair, painting, and more. We work closely with our service partners by providing technology, training, products, tools, financing, insurance, and brand support to enable them to deliver a high-quality, standardized, and reliable customer experience.

Role Overview

We are looking for an experienced Lead Training Manager – Cleaning Category to lead training and capability-building initiatives for home cleaning professionals across designated cities.

The role will be responsible for developing and improving training programs, ensuring SOP adherence, enhancing service quality, and driving exceptional customer experiences. The LTM will also lead and coach 10–12 city-level trainers to ensure strong training outcomes and performance excellence.

Key Responsibilities

• Lead and manage end-to-end training programs for home cleaning professionals across assigned cities.
• Develop, standardize, and continuously improve training content, modules, and SOPs.
• Deliver hands-on technical and behavioral training to service professionals.
• Ensure consistent adherence to service standards and SOPs.
• Identify service-quality gaps and implement targeted training interventions.
• Lead, coach, mentor, and develop 10–12 city-level trainers.
• Monitor training effectiveness through assessments, feedback, performance metrics, and service-quality outcomes.
• Collaborate with Operations, Category, Quality, and other cross-functional teams to identify training needs and develop solutions.
• Continuously improve training methodologies for frontline and blue-collar professionals.
• Stay updated on industry trends and best practices in training, hospitality, facility management, and home services.

Required Qualifications & Experience

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• 5+ years of relevant experience in Training & Development, preferably in:
• Hotels / Hospitality
• Facility Management
• Startups
• Home Services / Consumer Services
• Proven experience managing trainers or frontline/service professionals.
• Experience in designing and delivering training programs for blue-collar/frontline workforce.
• Strong experience in training content development and SOP implementation.
• Excellent people management, coaching, communication, and stakeholder management skills.
• Strong focus on customer experience, service quality, and continuous improvement.

Key Skills

Training & Development | Learning & Development | Trainer Management | Training Needs Analysis | Training Content Development | SOP Development | Technical Training | Behavioral Training | Blue-Collar Workforce Training | Service Quality | Customer Experience | Team Management | Coaching & Mentoring | Capability Building | Performance Management | Stakeholder Management | Continuous Improvement