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