Customer Training Manager Jobs in Arizona (NOW HIRING)

Req ID:528146 

At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, more than 80 000 colleagues lead the way to greener and smarter mobility worldwide, connecting cities as we reduce carbon and replace cars.

This role is located in Phoenix, AZ and is contingent upon successfully winning a bid and authority approval.

Position Summary:

The Training Manager will report to the General Manager and is responsible for the development, implementation, administration, and continuous improvement of all regulatory and custom training and quality programs supporting light rail operations service delivery.

This dual role position leads the design and delivery of employee training programs and Corporate and Client Quality programs to ensure the highest level of safety and quality, compliance with contractual requirements, policies, standard operating procedures,  federal, state, local, and agency requirements while promoting operational excellence, safety, customer service, and workforce readiness..

The Training Manager; oversees training personnel, curricula, testing programs, and training records management and ensures employees are properly trained and qualified to perform their duties. They will provide quality coordination by monitoring, auditing, and verifying compliance with quality, safety, and operational standards across operations. The Training Manager will help ensure that all activities are performed in accordance with regulatory requirements, company and client procedures, contractual obligations, and industry best practices.

The position collaborates with operations leadership, safety personnel, regulatory agencies, corporate quality, and other stakeholders to ensure compliance to and maintain effective training and quality programs that support safe, reliable, high-quality,  customer-focused transit operations.

Essential Duties and Responsibilities

Training Program Development and Administration:

• Develop, implement, evaluate, and continuously improve regulatory and operational training programs for light rail and streetcar operations personnel.
• Design and maintain training curricula, lesson plans, instructional materials, qualification standards, examinations, and competency assessments.
• Ensure all training programs comply with applicable Federal Transit Administration (FTA), Arizona Department of Transportation (ADOT), OSHA, and other regulatory requirements.
• Coordinate the development and utilization of multimedia, technology-based, and computer-assisted learning methods as appropriate to enhance training effectiveness.
• Evaluate training outcomes, training test scores, post training observations and recommend improvements based on operational needs, regulatory changes, employee performance, and industry best practices.

Quality Management and Oversight

• Ensure that all activities performed by Alstom under the Scope of Work are compliant with Alstom’s Quality Program and client approved requirements.

• Ownership of the Quality Program and Plan (QPP)
• Ensure the Quality Management System (QMS) is implemented, and Alstom is in compliance.
• The development and execution of an internal quality audit plan.

• Validating that quality is incorporated into all quality initiatives (“built-in quality”)
• Overseeing the Project Maturity Gate Reviews (DFQ) and ensuring the existence of a synchronized schedule of deliverables and departmental applicable action plans.
• Implementing, conducting, and overseeing structured process confirmation protocols that validate and measure compliance with the Scope of Work.
• Ensuring compliance with various processes, standards and procedures through inspections and audits.
• Managing any non-conformities and performing root cause analysis, action plans and follow-up (from Alstom or Valley Metro findings).
• Developing and organizing problem-solving and corrective action plans during project execution phase (internal & suppliers)
• Leading continuous improvement initiatives.
• Support Valley Metro as requested during quality auditing.
• Conduct routine and special audits of rail operations, documentation, and processes.
• Monitor adherence to Federal Transit Administration (FTA), state regulatory requirements, agency standards, and applicable industry practices.
• Identify quality deficiencies, process failures, and nonconformities through inspections and audits.
• Support implementation of Quality Management System (QMS) requirements.
• Assist departments in developing standardized procedures and process improvements.
• Promote a culture of quality, safety, accountability, and operational excellence,

Training Delivery and Coordination:

• Plan, schedule, and coordinate all training courses, instructors, facilities, equipment, and resources necessary to support operational training requirements and meet contractual and corporate requirements.
• Supervise and support training personnel in the delivery of classroom, field, hands-on, and refresher training programs.
• Ensure employees receive required initial, recurrent, remedial, and qualification training within established timeframes.
• Coordinate operational drills, simulations, emergency preparedness exercises, and practical evaluations.
• Measuring, monitoring, and reporting project quality performance against contract requirements using approved protocols (including but not limited to key performance indicators, dashboards, etc.)
•  

Records Management and Compliance:

• Maintain complete, accurate, and auditable documentation of all employee training, testing, qualifications, certifications, and regulatory compliance activities.
• Ensure training records are maintained in accordance with Valley Metro policies and procedures and all applicable federal, state, local, and regulatory requirements.
• Monitor employee qualification and certification expiration dates and ensure timely recertification and retraining.
• Prepare reports, training metrics, and compliance documentation for management and regulatory agencies.

Leadership and Collaboration:

• Manage training staff and provide leadership, coaching, mentoring, and professional development.
• Collaborate with all department heads in educating and driving project quality and continuous improvement.

Coordinate with Operations, , Safety, Human Resources, and regulatory agencies to identify training needs and ensure workforce readiness.

• Participate in various audits, investigations, corrective action planning, and continuous improvement initiatives related to operational performance, compliance, training and workforce competency.
• Support organizational emergency management and incident response activities.

Minimum Qualifications

Experience:

• Minimum of five (5) years of direct, relevant experience in a passenger railroad, rail transit, or public transit operating environment.
• Possess by qualification, through work experience, experience managing staff and coordinating complex operations, a strong knowledge of passenger service delivery, FTA/ADOT regulations, and APTA standards. Minimum of two (2) years of experience conducting regulatory training within the rail industry.
• Experience managing staff, coordinating complex operations, and administering training programs.
• Proven experience leading, overseeing and driving a formal quality assurance program. This includes delivery of  the program, monitoring compliance through formal processes and tool, collaboration with site departments to ensure compliance.  

Knowledge and Professional Expertise:

• Strong knowledge of passenger service delivery principles and practices.
• Extensive knowledge of Federal Transit Administration (FTA), Arizona Department of Transportation (ADOT), and other applicable regulatory requirements.
• Working knowledge of American Public Transportation Association (APTA) standards and industry best practices.
• Demonstrated ability to develop and implement quality and training programs, curriculum, lesson plans, testing methodologies, and qualification standards.
• Knowledge of adult learning principles, instructional design, training evaluation methods, and competency-based learning models.

Certifications and Training:

• Possesses and maintains National Incident Management System (NIMS) training and certification.
• Additional instructor, transit operations, safety, emergency management, or training certifications are preferred.

Preferred Qualifications:

• Bachelor's degree in Education, Transportation, Business Administration, Organizational Development, Safety Management, or a related field.
• Experience developing and administering rail transit certification and qualification programs.
• Knowledge of and experience managing an ISO registered quality program.
• Experience with Learning Management Systems (LMS) and competency-based training programs.
• Professional instructional or training certifications and rail industry trainer qualifications.

Knowledge, Skills, and Abilities:

• Strong leadership and staff management skills.
• Excellent verbal, written, presentation, and facilitation skills.
• Ability to develop training materials, assessments, reports, and regulatory documentation.
• Proficiency in training technologies, learning management systems, and multimedia instructional tools.
• Strong organizational, planning, and project management abilities.
• Ability to coordinate multiple training programs and priorities simultaneously.
• Ability to analyze training effectiveness and implement continuous improvement initiatives.
• Ability to establish and maintain effective working relationships with employees, management, regulatory agencies, and external stakeholders.

Working Conditions:

• Work is performed in classroom, office, maintenance facility, rail yard, and field environments.
• Position may require occasional evening, weekend, holiday, and emergency response work.
• Frequent interaction with operations personnel, regulatory agencies, and contractors.
• Travel throughout the transit system may be required to conduct training, observations, audits, and evaluations.

This position is not eligible for Railroad Retirement.

We thank all applicants for their interest; however, only those under consideration will be contacted.

You don’t need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, you’ll be proud. If you’re up for the challenge, we’d love to hear from you!

Important to note

As a global business, we’re an equal-opportunity employer that celebrates diversity across the 63  countries we operate in. We’re committed to creating an inclusive workplace for everyone.

Job Type:​Experienced​