Training Manager, Trust & Risk

Summary

Join Whatnot, the largest livestream shopping platform in North America and Europe, as a Training Manager for the Trust & Risk team. You will be responsible for understanding the skills needed for front-line agents, developing training programs, and ensuring consistent quality across the enterprise. This role requires 7+ years of experience in training program management, L&D, or risk operations, a strong focus on internal customer satisfaction, and a player-coach mindset. You will also need experience in various training modalities, knowledge of Learning Management Systems, and the ability to adapt to fast-paced environments.

Requirements

• Team members in this role are required to be within commuting distance of our Phoenix, Los Angeles, San Francisco, or New York hubs
• 7+ years of experience in training program management, L&D, or risk operations
• A strong focus on internal customers' needs and satisfaction, with an emphasis in demonstrating return on investment in training
• A player-coach mindset where you are as comfortable executing strategic tactics as you are developing them
• Understanding of industry learning trends and best practices, adult learning theory, and instructional design principles
• Experience developing training in a variety of delivery modalities (virtual, hands-on/experiential, instructor-led, remote classroom, synchronous/asynchronous) for a variety of audiences
• You have knowledge of Learning Management Systems, Zendesk, data platforms such as Sigma, familiar with Excel/Google Sheets
• Ability to adapt well to fast-paced environments with quickly changing circumstances, direction, and strategy
• You have the flexibility to occasionally work shifts, holidays, and outside of standard schedule

Responsibilities

• Continuously deepen your understanding of how customer and agent experiences intersect in order to deploy the strategies and tactics which will yield the largest impact
• Design and implement comprehensive training framework for the Trust & Risk team, including new hire onboarding and continuing education which is built for scale
• Drive a strategic transformation in our training function from teaching teams policies to teaching teams skills so that our teams are more adaptable to a fast-pacted, dynamic business environment
• Lead onboarding and training sessions for new hires on the Trust & Risk team, and regularly conduct continuous training sessions to ensure adoption of new processes and fill knowledge gaps
• Work with QA, Policy, and Ops teams to identify knowledge gaps and proactively address them through training
• Build and manage project plans for training rollouts
• Develop and implement KPIs to assess the effectiveness of training programs. Regularly analyze training data to identify trends, assess knowledge retention and evaluate the impact of training on employee performance
• Partner with our Vendor Management teams to ensure there is consistency across the enterprise with learning development and knowledge retention
• Build a centralized training repository to ensure consistency and accessibility of learning materials
• Leverage LMS tools, knowledge bases, and AI-driven training solutions to automate and scale learning programs

Preferred Qualifications

• You have familiarity with working with large, diverse customer support, and operations organizations
• You have experience in startups, marketplaces, or e-commerce
• You have worked within multichannel support operations (chat, email, sms, phone)
• Knowledge of SQL

Benefits

• Flexible Time off Policy and Company-wide Holidays (including a spring and winter break)
• Health Insurance options including Medical, Dental, Vision
• Work From Home Support Home office setup allowance
• Monthly allowance for cell phone and internet
• Care benefits Monthly allowance for wellness
• Annual allowance towards Childcare
• Lifetime benefit for family planning, such as adoption or fertility expenses
• Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
• Monthly allowance to dogfood the app
• Parental Leave 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence