Training Manager, Trust & Risk

The Training Manager for the Trust & Risk team will be responsible for building skills and improving customer interactions.

The Training Manager for the Trust & Risk team will be responsible for deeply understanding the skills required to thrive in our front line agent teams, executing a strategic approach to building those skills at pace and scale, and constantly evaluating where training tactics are succeeding or lagging. You will work closely with team members across different levels and tenures to bridge knowledge gaps, improve the quality and reliability of customer interactions, and drive efficiency within agent day-to-day operations. You will also be responsible for collaborating with, and supporting our external partner teams ensuring consistent process and quality across the enterprise.This is an excellent opportunity for a training professional with diverse experience in instructional design and building content.

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.

Team members in this role are required to be within commuting distance of our Phoenix, Los Angeles, San Francisco, or New York hubs.

👋 You

Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.

A hungry individual looking to continue their career in a fast-paced, rapidly changing environment. Someone willing to take on any role or task, learn new skills, and be a part of building a great company.

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

💰Compensation

$165,000/year to $185,000/year + benefits + equity.

👋 You

Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.

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

You have familiarity with working with large, diverse customer support, and operations organizations (preferred)

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 (Knowledge of SQL preferred)

You have experience in startups, marketplaces, or e-commerce (preferred)

You have worked within multichannel support operations (chat, email, sms, phone)

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