USAManager, Customer Operations Training & Quality
1 мес. назад
USASeniorRemote
trainingquality assuranceteam leadershipstrategycoachingautomation
Lead and manage the Training and Quality Assurance functions within Customer Operations to ensure high-quality execution and cohesive, aligned programs.
Обязанности
- Own the overall training and quality strategy for Customer Operations, ensuring programs serve multiple audience types including Care agents and Business Operations Associates
- Lead, coach, and develop a team of trainers and QA analysts — setting clear expectations, observing execution, and closing performance gaps
- Evaluate the current QA program and implement a roadmap for improvement — including standardizing scoring criteria, increasing efficiency through automation, and ensuring quality data directly informs training decisions.
- Assess the current state of training programs, identify gaps, and drive a structured refresh that meets the needs of all key stakeholders
- Re-establish readiness benchmarks and nesting exit criteria that ensure trainees are production-ready before graduation
- Build and govern a library of on-demand and async training content to reduce dependency on live-only delivery
- Use quality data and new hire performance metrics to identify training gaps and deploy targeted interventions
- Partner cross-functionally with Operations, Content & Communications, Workforce Management, Revenue, Engineering and other teams to anticipate training needs and deliver on time
- Champion AI and automation tools to modernize content creation, assessments, and training delivery
- Manage the training calendar and communicate capacity constraints proactively to stakeholders
Требования
- 3+ years of people management experience in a training or L&D function, preferably within a customer care or business operations environment
- Demonstrated experience leading training programs that serve multiple, distinct audience types with competing priorities
- Proven ability to evaluate a dynamic training environment with significant room to shape and scale
- Hands-on experience with virtual, on-demand, and hybrid training delivery models
- Familiarity with Workday Learning, Articulate Rise, or similar LMS/eLearning authoring platforms
- Demonstrated ability to assess an existing quality assurance program, identify gaps in process, consistency, and tooling, and implement improvements that drive measurable outcomes — including automation of manual QA workflows where possible.
- Experience leveraging AI tools in learning content development or training operations
- Strong stakeholder management skills — able to translate business requests into structured plans and set realistic expectations
- Proficiency with Google Suite and Microsoft Office applications
- Excellent written and verbal communication skills
- Strong problem-solving abilities with capacity to see the bigger picture
- Advanced time management skills with ability to shift priorities quickly
- Experience improving training satisfaction metrics
Другое
- is seeking an experienced people leader to manage our Training and Quality Assurance functions within Customer Operations. This role oversees a team of trainers and QA specialists — it does not deliver training directly, but sets the strategy, standards, and conditions for the team to execute at a high level.
- The ideal candidate has a track record of stepping into growing and scaling training environments and rebuilding them into cohesive, stakeholder-aligned programs. They know how to manage competing training functions serving distinct audiences, and they're fluent in modern learning technology including AI-enabled tools.
- This position is located in Denver, Colorado as a hybrid position requiring 3 days in office (Tuesday, Wednesday, and Thursday). Candidates must live in the United States.
- Not based in Denver? We will offer a relocation bonus to help make your move to the Mile High City a smooth one.
- This position is located in Denver, CO and includes competitive pay, flexible time off, benefits package (including medical, dental, vision), Employee Stock Purchase Program, and 401k match. Denver office perks include paid parking, snacks, and occasional meals.
- Total compensation range: $65,000-$75,000. Equity is granted in addition to the overall compensation package. This compensation range is specific to the United States labor market and may be adjusted based on actual experience.
- is an Equal Opportunity Employer. ’s employment decisions are made without regard of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected status.Applicants must be currently authorized to work in the United States on a full-time basis.
- Applicants are accepted until the position is filled.
- For the security of our employees and the business, all employees are responsible for the secure handling of data in accordance with our security policies, identifying and reporting phishing attempts, as well as reporting security incidents to the proper channels.
- Recruiting Agency Notice does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to any employees.