Customer Service Training Manager / Gestionnaire De La Formation De Service Clients

Customer Service Training Manager

Pratt & Whitney Canada (P&WC) is a global leader in the aerospace industry, established in Longueuil, Quebec. We manufacture next-generation engines that power the world's largest fleet of business, general aviation, and regional aircraft and helicopters.

For nearly 100 years, we have pioneered advancements in engine development, supporting cargo and equipment transportation, wildfire suppression, and passenger travel.

Pratt & Whitney Canada was recognized as one of Canada's Top 10 Employers in 2025 by Forbes and ranked #1 in the aerospace and defense industry in the country. Our headquarters is also listed among the top employers in the Montreal region. These accolades reinforce our reputation as an employer of choice in Montreal, Canada, and worldwide.

As the CS Training Manager, you will manage the design and implementation of training programs for Customer Service. This role requires a combination of influential leadership, data analysis, organizational skills, and the ability to manage multiple priorities in a fast-paced environment. This is a full-time position from Monday to Friday with flexible hours, based in Longueuil, and performed exclusively on-site.

What your day to day will look like:

• Delivery of international CS training commitments: Oversee the globally located Training Co-ordinators to make sure the planning, coordination, and execution of logistics for learning events is timely and appropriate. The training programs and curriculum are tailored to CS organizational needs, CS Training Manager is responsible for ensuring content is engaging and meets the learning objectives.
• Discipline Health Management: Work with business leads to identify and define Discipline Health categories for CS; leading discipline workshops; tools development; driving self-assessment activities; working with subject matter experts on skills gap analysis and risk assessment; and building training plans to bridge the gaps.
• CS Transformation: Coordinate development and delivery of new training material as required in support of on-going and future transformation initiatives.
• Budget Management: Comprehensive oversight of training budgets and regular communication of such to leadership.
• Continuous Improvement and Compliance: Establish rigorous processes to evolve training material content and delivery methods based on data and feedback. Identify opportunities for process improvements within the training programs and implement best practices to enhance the overall learning experience. Provide regular reports to senior leadership on participation, successes, and recommendations for improvement. Maintain proper documentation of technical product training policies and procedures, ensure accuracy of implementation, and minimize risk. Ensure compliance with applicable language laws.
• Communication: Responsibility for maintenance of the Managers' PBI dashboard, and the CS Training area of the Intranet. Oversee the bi-annual curriculum announcement and other training communication as required.

What you need to be successful:

• Bachelor's degree in Education, Human Resources, Business Administration, or a related field.
• Proven experience (10+ years) in training or organizational development
• International team leadership experience; Global Mindset
• Strong understanding of adult learning principles, instructional design, and training technologies. (e.g., CPTM, ATD, ADDIE).
• Experience with Learning Management Systems (LMS) and knowledge of e-learning development tools (e.g., Articulate, Captivate).
• Excellent communication and interpersonal skills, with the ability to engage, inspire, and collaborate stakeholders at all levels.
• Proven project management skills with the ability to juggle multiple priorities and meet deadlines.
• Data literacy, and proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
• Ability to work independently and as part of a team.

This position is part of a French-speaking work environment, it requires a very good knowledge of English to read and understand, on a daily basis, documentation and technical terms that may emanate from international organizations, as well as to write and communicate in English with customers, suppliers, or international colleagues.

What do we offer?

• Pension and savings plan with employer contributions
• Group insurance program
• Opportunities for advancement (career progression)
• Merit or recognition program
• Health and wellness program, including virtual health care
• Recreational and sports club
• Nearby daycares
• Transportation accessibility or public transit program and free parking

The masculine pronoun is used without discrimination and solely for the purpose of making the text easier to read. We will consider applications from all qualified candidates.

At Pratt & Whitney Canada, we combine passion, boldness, and precision to design, manufacture, and maintain the most advanced and reliable aircraft engines in the world. Our work and the quality of our products contribute to the success of our customers, who in turn save lives, support commerce, connect communities, and protect freedoms.

At Pratt & Whitney Canada, you have the opportunity to make a difference every day—just look up. Are you ready to go beyond?