Manager, Frontline Care Training & Onboarding

Sunbit; Las Vegas (NV); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Unlimited PTO

Health Insurance options

Stock options

401K with matching

Cell phone stipend

Job summary

Sunbit is seeking a Manager, Customer Care Training in Las Vegas to own onboarding and ongoing training for the Care team. You will lead frontline trainers, build a learning council, and ensure programs scale with center needs while maintaining regulatory compliance.

You will design, deliver, and measure training outcomes, partnering with People and center leadership to drive proficiency, consistency, and excellent customer care.

Qualifications

• 5-7 years training high-volume hourly frontline teams
• 3+ years leading trainers
• Experience building new hire programs that shorten time to proficiency

Responsibilities

• Own Care onboarding end-to-end: curriculum, schedule, nesting partner
• Set time-to-proficiency targets with Care leadership
• Partner with People Team for integrated onboarding
• Lead trainers to co-facilitate and support onboarding
• Assess skill gaps using QA, performance, and customer data
• Design and maintain training on customer and merchant support
• Incorporate regulatory requirements into training
• Use classroom, virtual, e-learning, and on-the-job coaching
• Maintain content accuracy with subject matter experts
• Stand up Care Learning Council and set training priorities
• Track outcomes like time to proficiency and QA scores
• Maintain LMS records for compliance and audit requirements

Skills

Frontline training

Instructional design

Adult learning

Data analytics

Facilitation

Regulatory training

Call center experience

Tools

LMS

Job description

Sunbit is seeking a Manager, Customer Care Training in Las Vegas to own onboarding and ongoing training for the Care team. You will lead frontline trainers, build a learning council, and ensure programs scale with center needs while maintaining regulatory compliance.

You will design, deliver, and measure training outcomes, partnering with People and center leadership to drive proficiency, consistency, and excellent customer care.