Senior Training & Vendor Excellence Lead

Remote Genie; United States; Remote; USD 130,000 - 180,000; Full time

Benefits offered by this job

In-office work policy with remote days

Backup care (child, elder, pet)

Wellbeing and health benefits

Generous vacation and paid days off

Wellness stipend

Parental leave

Job summary

Chime is seeking a Sr. Training Lead to own governance across Operations and Member Experience, delivering hands-on training at vendor sites and driving accountability with BPO partners.

This remote role involves 30–40% travel domestically and internationally, leading Trainer certs and performance measures to ensure top-tier training delivery. As part of the Learning, Training, and Content Operations team, you will shape governance, mentor trainer teams, and ensure programs launch on time with

Qualifications

• 7+ years in training, learning, or talent development within a contact center, BPO, or high-volume service environment.
• Experience managing outsourced or BPO partners with governance, scorecards, and corrective actions.
• Experience building training governance: certification, train-the-trainer, observation, coaching, and documentation.

Responsibilities

• Own training execution across lines of business, ensuring BPO trainers deliver programs and content as expected.
• Guide a group of BPO master trainer contractors to drive training excellence.
• Travel to partner sites ~30–40% of the time and train in the room for new hire classes and launches.
• Own trainer effectiveness end-to-end: certification, recertification, calibration, and who is cleared to teach a Chime class.
• Hold BPO partners accountable for training delivery through scorecards, governance cadences, data in business reviews, and corrective actions.
• Measure graduation rates, nesting performance, speed to proficiency, trainer certification and early-tenure quality to identify delivery gaps.
• Collaborate with Learning, Content, Quality, WFM, Partner Operations, and LOB Operations to ensure timely launches and day-one readiness.
• Diagnose gaps in current training and partner to redefine standards with a clear vision of best practices.

Skills

Training governance

Vendor management

Facilitation / training delivery

Data-driven decision making

Stakeholder influence

Travel readiness

Performance measurement

Job description

Chime is seeking a Sr. Training Lead to own governance across Operations and Member Experience, delivering hands-on training at vendor sites and driving accountability with BPO partners.

This remote role involves 30–40% travel domestically and internationally, leading Trainer certs and performance measures to ensure top-tier training delivery. As part of the Learning, Training, and Content Operations team, you will shape governance, mentor trainer teams, and ensure programs launch on time with