Customer Success Training & SOP Specialist

TBO Bank; Tampa (FL); On-site; USD 60,000 - 85,000; Full time

Job summary

TBO Bank in Tampa, FL is seeking a Training and Documentation Specialist to lead SOP development, LMS design, and QA oversight for our Customer Success operations.

The role requires building and maintaining a scalable training program, collaborating with Product, Compliance, IT, and Analytics, and driving continuous improvement through KPI tracking and performance feedback. This position offers full-time hours and a focus on regulatory readiness and service excellence.

Qualifications

• Bachelor's degree in Business, Education, or related field or equivalent work experience.
• Experience developing and maintaining Standard Operating Procedures.
• Familiarity with financial services regulations and compliance requirements is preferred.
• Experience with call center operations and BPO partnerships is beneficial.

Responsibilities

• SOP Development: lead end-to-end lifecycle of SOPs with SMEs to capture, analyze, and validate workflows.
• Training Program Design and Delivery: design and roll out an LMS-driven training program and diverse learning formats.
• Continuous Improvement: analyze SOP compliance, training effectiveness, QA outcomes, and KPIs to drive improvements.
• Other duties as assigned.

Skills

Instructional design

SOP documentation

LMS administration

Communication

Cross-functional collaboration

Coaching and mentoring

KPI monitoring

Project management

Education

Bachelor's degree in Business, Education, or related field

Tools

LMS platforms

SOP management software

Job description

TBO Bank in Tampa, FL is seeking a Training and Documentation Specialist to lead SOP development, LMS design, and QA oversight for our Customer Success operations.

The role requires building and maintaining a scalable training program, collaborating with Product, Compliance, IT, and Analytics, and driving continuous improvement through KPI tracking and performance feedback. This position offers full-time hours and a focus on regulatory readiness and service excellence.