Global Training Manager (f/m/d) - Customer Care

At IONOS, the leading European provider of cloud infrastructure, cloud services and hosting services, you will work together with a wide range of teams. We are characterized by open structures, a friendly working culture and flat hierarchies with a strong team spirit. We firmly believe that work and fun are compatible, and offer you the right environment for this. Our constant growth means that we are always looking for new colleagues. Become part of IONOS and grow with us.

Are you an experienced training leader with a hands-on mentality and a passion for driving customer service excellence across global teams and partner networks? We’re hiring a Global Training Manager – Customer Care to lead the transformation of our training function from local initiatives into a centralized, scalable, and customer-focused model.

This critical role is responsible for establishing a unified training framework that strengthens service quality, ensures consistency across markets, and accelerates time to proficiency for both internal teams and external partners. You’ll lead a global team of Customer Care Trainers and collaborate with regional teams and partner organizations to deliver impactful, standardized learning experiences—rolling up your sleeves when needed to drive execution and adoption.

Tasks

• Customer Care Training Leadership: Develop and implement a global training strategy tailored to Customer Care teams across all regions and partner networks.
• Standardization Across Channels: Create a consistent training framework that enhances service quality and customer satisfaction across all internal teams and outsourced partners.
• E-learning Implementation: Build and manage a scalable digital learning platform with a focus on customer service excellence, leveraging AI and data-driven insights.
• Partner Enablement & Certification: Design and manage training programs, certifications, and onboarding for partner organizations to ensure consistent customer care standards.
• Global Team Management: Lead and support a team of 15 Customer Care Trainers worldwide, driving engagement, accountability, and performance—balancing strategic leadership with hands-on involvement in key initiatives.
• Change Management: Lead structured initiatives to transition from localized training efforts to a centralized model, fostering global adoption and cultural alignment.
• KPI-Driven Results: Define and monitor metrics tied to customer satisfaction, training effectiveness, partner performance, and operational efficiency.
• Stakeholder & Partner Liaison: Collaborate with internal stakeholders (HR, Ops, Brand) and external partners to align training content, expectations, and reporting.
• Knowledge Sharing & Best Practices: Promote cross-regional collaboration and the continuous improvement of training content and delivery methods.

Qualifications

• 5+ years of global training leadership experience, preferably in customer care or service-oriented environments.
• Strong background in instructional design and modern learning technologies, including LMS and e-learning platforms.
• Proven experience working with external partners, including training, certification, and relationship management.
• Demonstrated ability to drive change and implement training transformation projects across multiple regions.
• Hands-on leader who’s comfortable balancing strategy with execution, especially in fast-paced, evolving environments.
• Experience managing globally dispersed teams and trainers.
• Strong analytical and project management skills, with a results-driven approach.
• Excellent communication skills and ability to work across cultures and business units.
• Fluency in English; additional languages are a plus.

Benefits

• Hybrid working model with home office option.
• Flexible working hours through trust-based working hours.
• At some locations a subsidized canteen and various free drinks.
• Modern office space with very good transport connections.
• Various employee discounts for activities and products.
• Employee events such as summer and winter parties, as well as workshops.
• Numerous training and development opportunities.
• Various health offers, such as sports and health courses.

About IONOS

IONOS is the leading European digitalization partner for small and medium-sized businesses (SMB). The company serves around six million customers and operates across 18 markets in Europe and North America, with its services being accessible worldwide. With its Web Presence & Productivity portfolio, IONOS acts as a 'one-stop shop' for all digitalization needs: from domains and web hosting to classic website builders and do-it-yourself solutions, from e-commerce to online marketing tools. In addition, the company offers Cloud Solutions to enterprises who are looking to move to the cloud as their businesses evolve. 

We value diversity and welcome all applications - regardless of, for example, gender, nationality, ethnic or social origin, religion, disability, age as well as sexual orientation and identity, physical characteristics, marital status or any other irrelevant factor subject to applicable law.