Training Manager, Trust & Risk

Whatnot; New York (NY); Remote; USD 165,000 - 185,000; Full time

Job summary

Whatnot seeks a Training Manager for its Trust & Risk team to enhance agent training and skills development within a fast-paced environment. The role offers an exciting opportunity to shape training strategies, conduct hands-on training sessions, and ensure high-quality customer interactions, all while adapting to a dynamic business landscape.

Benefits

Flexible Time off Policy

Health Insurance options

Home office setup allowance

Monthly allowance for wellness

16 weeks of paid parental leave

Qualifications

• Experience in L&D or risk operations.
• Strong background in adult learning theory.
• Familiar with large, diverse support organizations.

Responsibilities

• Design and implement training framework for Trust & Risk team.
• Lead onboarding and continuous training sessions.
• Develop KPIs to assess training effectiveness.

Skills

Customer focus

Adaptability

Instructional design

Project management

Education

7+ years in training program management

Tools

Learning Management Systems

Zendesk

Excel

Google Sheets

Job description

Join the Future of Commerce with Whatnot!

Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. We're re-defining e-commerce by blending community, shopping, and entertainment into a community just for you. As a remote co-located team, we're inspired by innovation and anchored in our values. With hubs in the US, UK, Ireland, Poland, and Germany, we're building the future of online marketplaces-together.

From fashion, beauty, and electronics to rare collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone.

And we're just getting started! As one of the fastest growing marketplaces, we're looking for bold, forward-thinking problem solvers across all functional areas. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business, and bring people together through commerce.

Role

The Training Manager for the Trust & Risk team will be responsible for deeply understanding the skills required to thrive in our front line agent teams, executing a strategic approach to building those skills at pace and scale, and constantly evaluating where training tactics are succeeding or lagging. You will work closely with team members across different levels and tenures to bridge knowledge gaps, improve the quality and reliability of customer interactions, and drive efficiency within agent day-to-day operations. You will also be responsible for collaborating with, and supporting our external partner teams ensuring consistent process and quality across the enterprise.This is an excellent opportunity for a training professional with diverse experience in instructional design and building content.

• Continuously deepen your understanding of how customer and agent experiences intersect in order to deploy the strategies and tactics which will yield the largest impact
• Design and implement comprehensive training framework for the Trust & Risk team, including new hire onboarding and continuing education which is built for scale
• Drive a strategic transformation in our training function from teaching teams policies to teaching teams skills so that our teams are more adaptable to a fast-pacted, dynamic business environment
• Lead onboarding and training sessions for new hires on the Trust & Risk team, and regularly conduct continuous training sessions to ensure adoption of new processes and fill knowledge gaps
• Work with QA, Policy, and Ops teams to identify knowledge gaps and proactively address them through training.
• Build and manage project plans for training rollouts.
• Develop and implement KPIs to assess the effectiveness of training programs. Regularly analyze training data to identify trends, assess knowledge retention and evaluate the impact of training on employee performance.
• Partner with our Vendor Management teams to ensure there is consistency across the enterprise with learning development and knowledge retention
• Build a centralized training repository to ensure consistency and accessibility of learning materials.
• Leverage LMS tools, knowledge bases, and AI-driven training solutions to automate and scale learning programs.

Team members in this role are required to be within commuting distance of our Phoenix, Los Angeles, San Francisco, or New York hubs.

Curious about who thrives at Whatnot? We've found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.

A hungry individual looking to continue their career in a fast-paced, rapidly changing environment. Someone willing to take on any role or task, learn new skills, and be a part of building a great company.

• 7+ years of experience in training program management, L&D, or risk operations
• A strong focus on internal customers' needs and satisfaction, with an emphasis in demonstrating return on investment in training
• A player-coach mindset where you are as comfortable executing strategic tactics as you are developing them
• You have familiarity with working with large, diverse customer support, and operations organizations (preferred)
• Understanding of industry learning trends and best practices, adult learning theory, and instructional design principles
• Experience developing training in a variety of delivery modalities (virtual, hands-on / experiential, instructor-led, remote classroom, synchronous / asynchronous) for a variety of audiences
• You have knowledge of Learning Management Systems, Zendesk, data platforms such as Sigma, familiar with Excel / Google Sheets (Knowledge of SQL preferred)
• You have experience in startups, marketplaces, or e-commerce (preferred)
• You have worked within multichannel support operations (chat, email, sms, phone)
• Ability to adapt well to fast-paced environments with quickly changing circumstances, direction, and strategy
• You have the flexibility to occasionally work shifts, holidays, and outside of standard schedule

Compensation

165,000 / year to $185,000 / year + benefits + equity.

The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits (more details below) or equity.

• Flexible Time off Policy and Company-wide Holidays (including a spring and winter break)
• Health Insurance options including Medical, Dental, Vision
• Work From Home Support

Home office setup allowance

• Monthly allowance for cell phone and internet
• Care benefits

Monthly allowance for wellness

• Annual allowance towards Childcare
• Lifetime benefit for family planning, such as adoption or fertility expenses
• Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
• Monthly allowance to dogfood the app

16 weeks of paid parental leave + one month gradual return to work

• company leave allowances run concurrently with country leave requirements which take precedence.

Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.

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