ABOUT ROLZO
ROLZO combines technology with white-glove service to elevate the journeys of the world's most discerning travellers. Redefining luxury mobility, ROLZO offers an all-in-one platform for transfers, hourly chauffeur services, and VIP Meet & Greet experiences across 100+ countries, 750 cities, and 1,000 airports. Our mission is to empower businesses serving high-net-worth individuals with seamless, reliable, and consistent service worldwide.
OVERVIEW
This role is central to building and sustaining operational excellence within ROLZO. The Training & Development Specialist will be responsible for onboarding, developing, and continuously upskilling our Client Services & Operations team, equipping them to deliver ROLZO's five-star service standards across client services, supply coordination, and live service delivery. The ideal candidate brings deep familiarity with luxury service environments, a structured approach to learning design, and the ability to translate operational complexity into clear, executable training. This is a hands-on role requiring both content development and live facilitation from day-one onboarding through to ongoing performance coaching.
RESPONSIBILITIES
Training Design & Delivery
- Design, develop, and maintain a structured onboarding programme covering client services, supply operations, and live service delivery workflows.
- Build and deliver role-specific training modules aligned with the Client Services & Operations Executive job scope, including booking lifecycle management, dispatch operations, partner coordination, and escalation handling.
- Develop scenario-based exercises, simulations, and assessments that replicate real operational conditions, including live booking pressures, complex client requests, and partner disruptions.
- Facilitate engaging, high-quality training sessions — both in-person and virtually — adapting delivery style to different learning needs and experience levels.
- Translate ROLZO's service standards, tone-of-voice guidelines, and operational SOPs into practical, day-to-day behavioural expectations for the team.
Onboarding & Ramp-Up
- Own the end-to-end onboarding experience for new Client Services & Operations Executive hires, ensuring a structured and supportive transition from hire to fully operational status.
- Develop a clear ramp-up roadmap with defined milestones, competency checkpoints, and sign-off criteria for new starters.
- Coordinate closely with operations leadership and team leads to ensure training content stays aligned with live workflows, tooling, and evolving service requirements.
- Provide coaching and floor support during the critical early weeks of deployment, reinforcing learning in real-time operational settings.
Performance Development & Coaching
- Identify skills gaps across the team through quality assessments, chat/email monitoring, performance data, and direct observation.
- Design and deliver targeted refresher training and performance improvement programmes based on identified gaps.
- Partner with team leads and operations managers to align training interventions with individual performance management plans.
- Build a culture of continuous learning and high standards — reinforcing ROLZO's commitment to excellence at every client touchpoint.
Content & Knowledge Management
- Maintain and continuously update a centralised training library covering all operational areas, SOPs, platform guides, and service standards.
- Develop quick-reference job aids, playbooks, and escalation guides for use during live operations.
- Ensure all training materials reflect the latest operational procedures, platform updates, and service quality benchmarks.
- Build assessment tools to measure knowledge retention, training effectiveness, and readiness for independent operation.
Reporting & Continuous Improvement
- Track and report on key training metrics, including completion rates, assessment scores, ramp-up times, and post-training performance uplift.
- Gather structured feedback from trainees and team leads to iterate and improve training content and delivery.
- Surface recurring training issues that indicate systemic process or communication gaps, contributing to the broader operational improvement agenda.
- Present training performance reports to operations leadership on a regular cadence.
REQUIREMENTS
Experience
- Minimum 3 years of experience in a training, learning & development, or quality assurance role — ideally within luxury travel, hospitality, BPO operations, or high-end customer service.
- Proven experience designing and delivering training programmes in a fast-paced, operationally complex environment.
- Background in client services or operations is a strong advantage — firsthand knowledge of the role will significantly accelerate training effectiveness.
- Experience working with or training teams in a 24/7 global operations environment is preferred.
Skills & Competencies
- Exceptional communication skills — polished, clear, and credible in both written and verbal delivery.
- Strong instructional design capability, with the ability to translate complex workflows into clear, structured learning content.
- High attention to detail and strong organisational skills, with the ability to manage multiple workstreams simultaneously.
- Confident facilitator who can command a room, maintain engagement, and adapt delivery in real time.
- Data-driven mindset — comfortable using performance metrics to diagnose gaps and evaluate training impact.
- Proficiency with standard productivity and communication tools; familiarity with LMS platforms or e-learning tools is a plus.
Attributes
- Naturally client-focused, with a genuine appreciation for luxury service standards and what it takes to deliver them consistently.
- Operationally curious — motivated to deeply understand the workflows they train, not just the content on the slide.
- Calm, structured, and solutions-oriented — capable of building clarity in high-pressure, fast-moving environments.
- Collaborative and commercially aware, with a shared commitment to team performance and service quality.
- Comfortable working in a globally distributed, culturally diverse team environment.
WHAT WE OFFER
- Competitive salary package
- Comprehensive HMO programme
- All necessary equipment and tools provided
- A high-growth, international working environment with real scope for career development
- The opportunity to shape training culture and team capability from the ground up within a fast-scaling luxury brand
