Description

Ryanair are currently recruiting for a Customer Operations Training Manager  to join Europe’s Largest Airline Group! This an excellent time to join Ryanair as we look to grow to over 800 aircraft and 300m guests within the next 10 years. As Ryanair continues to grow and innovate, delivering exceptional customer service remains a cornerstone of our success.

We are seeking a forward-thinking Customer Operations Training Manager  to lead the way in shaping, scaling, and futureproofing how our support teams learn, grow, and perform. From onboarding to upskilling, from manual coaching to AI-enhanced quality insights - you’ll be the engine behind agent excellence!

Your responsibilities as a Customer Operations Training Manager will include:

• Design and deliver onboarding, refresher, and upskilling programmes that blend live facilitation, microlearning, e-learning, and AI-integrated modules.
• Work cross-functionally with global counterparts to ensure a consistent, high-quality training experience across all locations.
• Partner with Team Leaders and Ops Managers to spot performance gaps and rapidly deploy learning solutions.
• Embed AI tools and automation into training and quality processes-think smart call listening, predictive QA tagging, or chatbot behavioural insights.
• Evaluate training impact through performance data, quality scores, and real-time feedback loops.
• Continuously evolve materials, coaching strategies, and knowledge bases to keep teams sharp and aligned with Ryanair’s customer-first standards.
• Own and drive the Quality Assurance framework, creating smart scorecards and enabling a feedback-rich culture.

Requirements

• 1–2 years in a training, L&D, or quality management role within a contact centre or fast-paced customer operations environment.
• Strong planning and organisational abilities.
• Excellent communication and interpersonal skills, with the ability to liaise effectively with trainees, managers, and trainers.
• Ability to manage multiple priorities within a structured training environment.
• Commitment to maintaining high standards of regulatory compliance and learner support.
• Confidence using digital platforms, LMS tools, and basic content design software.
• A proactive, curious mindset - always on the lookout for smarter ways to teach, coach, and improve.
• Experience with AI, automation, or performance analytics in training/QA (even better if you’ve worked with chatbots or QA tech).
• Ability to manage multiple priorities, adapt quickly, and make an impact from Day 1.
• Verifiable references and eligibility to work in Poland. Able to provide verifiable references.
• You must have the right to live and work in Poland.

Benefits

• Competitive salary
• Discounted and unlimited travel to over 250 destinations
• 20 Days Annual Leave – Increasing to 22 days after 12 months and 25 days after 3 years of continuous service.
• Option for up to 5 additional unpaid leave days per year
• Unrivalled career progression.
• The opportunity to build a cutting-edge training programme from the ground up.

Competencies