Training Business Operations Lead

About this role

TRAINING BUSINESS OPERATIONS LEAD

Kotter Training | Job Description
About Kotter

Kotter helps organizations turn strategy into results. Through our consulting and training offerings, we help leaders mobilize people, lead change, and achieve meaningful business outcomes.
The Opportunity
Kotter Training delivers learning experiences that help leaders and organizations create lasting change. As our business grows, we need strong operational leadership to ensure our programs run smoothly, our resources are used effectively, and our operating model can scale.
The Senior Training Business Operations Lead will own and continuously improve the operational foundation of Kotter Training. This role brings together program delivery, business operations, systems, processes, and performance data to ensure we deliver an exceptional client experience while running an effective and financially healthy business.
Working closely with the Head of Training, this person will oversee the details that keep our corporate and public training programs running while helping the business make better decisions about performance, capacity, resource allocation, and growth. The role requires someone who can move comfortably between hands-on execution and broader business problem-solving: someone who sees what needs to be done, understands why it matters, and finds better ways to accomplish it.
This is a senior individual contributor role with broad ownership and cross-functional influence. It is an opportunity for a resourceful, analytically minded operator to shape how a growing professional services training business works, not simply coordinate delivery or maintain existing processes.
This is a Remote, U.S.-Based position.
Responsibilities
Own Program Operations
Oversee the operational details of Kotter’s corporate and public training programs, from initial planning through delivery and follow-up.
Sales Handoff + Onboarding. Partner with the training sales team to transition closed deals into active projects, ensuring all client requirements, customizations, and SOW details are clearly understood and documented.
Client Liaison. Act as a point of contact for clients post-sale. Manage logistical communications leading up to the training delivery, including facilitation requirements, materials production, and participant preparation.
Delivery Coordination. Coordinate delivery resources assigned to client engagements. Ensure facilitators have the materials, context, and support they need prior to stepping into the room (or Zoom).
Program Logistics. Own the end-to-end execution of the open-enrollment public training calendar. Ensure registration pages are set up, manage attendee communications, order materials, and oversee event logistics (virtual platform management or physical venue coordination).
Attendee Experience. Serve as the primary concierge for public attendees, handling inquiries, distributing pre-session instructions, and tracking post-session certificates and surveys.
Delivery support. Occasional on-site or virtual event support and session production, including on-site attendee and vendor management for in-person sessions and technical support for virtual sessions (breakout room management, in-session participant troubleshooting, etc).
Strengthen Business Performance
Partner with the Head of Training, Sales Enablement, and Finance to monitor the health and performance of the business. Use performance data to identify trends, surface risks, and recommend actions.
Corporate Contract Scope Management. Monitor project health and proactively flag any scope creep or necessary change orders to the SOW.
Delivery Economics. Monitor vendor spend, venue costs, translation costs, and other inputs to track margin and product performance. Help identify opportunities to improve financial performance and operational efficiency.
Quality Monitoring. Gather client feedback post-delivery, conduct internal debriefs with facilitators, and ensure project closure protocols are established and followed. Ensure success stories are shared with the Training and Marketing teams to feed our library of case studies for use in marketing, business development, and instructional design.
Strategic Internal Initiatives. Manage the timeline and actions required to deliver projects, such as core training curriculum asset updates and new product development
Stabilize and Scale Processes, Systems, and Ways of Working
Evaluate how work gets done across the training business and identify opportunities to simplify processes, reduce friction, and improve consistency. Build and maintain practical workflows, tools, documentation, and systems that support reliable delivery as the business grows.
Establish operating rhythms that create visibility into priorities, upcoming programs, business performance, and emerging constraints. Ensure responsibilities are clear, issues are surfaced early, and important decisions lead to action.
Resource Management. Collaborate directly with the Heads of Training and Consulting to forecast capacity, allocate delivery resources effectively across both corporate and public programs, and prevent team burnout.
Product Launch Operationalization. Coordinate dependencies, ensure go-to-market and delivery readiness, and help keep stakeholders accountable to timelines and deliverables.
Materials Management. Organize – and track access to – training materials, including folder structures in Google Drive and the central asset manager in our LMS. Establish tight version control protocols to ensure all accessible materials reflect the most current copies.
Certified Trainer License Maintenance. Track progress of delivery requirements for Kotter Certified Trainers, and alert the Head of Training when a Certified Trainer has not met annual requirements to maintain their facilitation license.
Process Optimization. Standardize templates, status reports, and delivery checklists to make our operations more repeatable and scalable. Bring…