Authentication Quality & Training Strategist

The RealReal; Phoenix (AZ); On-site; USD 90,000 - 110,000; Full time

Job summary

The RealReal in Phoenix seeks an Authentication Compliance Enablement Partner to build and maintain the training, compliance, and quality framework for High Risk Authentication. This role drives consistency in authentication decisions through standards, coaching, calibration, and audits across sites.

You will partner with Authentication leadership, Operations, Quality, Legal, Returns, Customer Experience, L&D, and Analytics to identify risk, improve decision accuracy, reduce counterfeit

Qualifications

• 5+ years in Learning & Development or training.
• 5+ years of people leadership experience.
• Experience building and scaling training programs.
• Experience designing training materials, SOPs, reference guides, facilitator guides, knowledge checks, assessments, and coaching tools.
• Strong understanding of learning principles, instructional design, facilitation, and training evaluation methods.
• Demonstrated ability to use performance data, quality results, audit findings, and training outcomes to identify gaps and create targeted coaching or retraining plans.
• Experience supporting quality, compliance, audit, calibration, or corrective action processes in a fast-paced operational environment.
• Strong analytical skills with experience building reports, trackers, dashboards, and performance insights using Excel, Google Sheets, Looker, LMS tools, or similar systems.
• Strong verbal and written communication skills, with the ability to present training strategy, quality trends, risk areas, and recommendations to senior leaders and cross-functional partners.
• Ability to influence and align stakeholders across multiple sites, functions, and leadership levels.
• Strong operational judgment and comfort making timely decisions in a fast-paced, production-based environment.
• Demonstrated ability to manage competing priorities, adapt to changing business needs, and drive execution across multiple workstreams.
• Experience in luxury authentication, resale, fraud prevention, brand compliance, quality assurance, or high-risk operational decision-making preferred.

Responsibilities

• Own the end-to-end Authentication Compliance and Training strategy, including onboarding, certification, recertification, refresher training, quality remediation, and ongoing compliance governance.
• Build and maintain an authentication quality framework that identifies authentication decision defects, diagnoses root cause, updates training or process documentation, implements coaching or corrective action, and measures improvement.
• Establish and maintain consistent authentication standards, SOPs, reference guides, audit routines, and calibration processes across SEC, Perth Amboy, and Phoenix.
• Partner with Authentication site leadership to identify individual, team, brand, and category-level authentication trends and implement targeted coaching or retraining plans.
• Partner with Operations leadership to support reporting and insights related to authentication accuracy, QC results, rejection quality, counterfeit trends, appeal outcomes, returns authentication, training completion, certification results, and time-to-proficiency.
• Design and execute authentication-focused brand and category audits to identify risk areas, authenticator knowledge gaps, and opportunities to improve authentication decision consistency.
• Partner cross-functionally with Authentication, Operations, Quality, Legal, Customer Experience, Returns, L&D, and Analytics to align on authentication standards, escalations, process improvements, and risk mitigation.
• Maintain governance of authentication training materials, reference guides, brand updates, and compliance documentation to ensure content is accurate, current, and consistently applied.
• Present authentication quality trends, risk areas, training effectiveness, and recommended action plans to senior leadership on a recurring basis.

Skills

Learning & Development

People leadership

Training program design

Instructional design

Data-driven decision making

Stakeholder management

Communication skills

Cross-functional collaboration

Fast-paced environment

Tools

Excel

Google Sheets

Looker

LMS tools

Job description

The RealReal in Phoenix seeks an Authentication Compliance Enablement Partner to build and maintain the training, compliance, and quality framework for High Risk Authentication. This role drives consistency in authentication decisions through standards, coaching, calibration, and audits across sites.

You will partner with Authentication leadership, Operations, Quality, Legal, Returns, Customer Experience, L&D, and Analytics to identify risk, improve decision accuracy, reduce counterfeit