Customer Operations Training Leader (Remote Friendly)

Company: Mission Lane
Location: Austin
Posted on: May 15, 2022

Job Description:

Mission Lane is revolutionizing access to financial tools to pave a clear way forward for millions of Americans on the path to financial success. We strive to create solutions no one ever has before, to redefine the financial industry for the better. Sound like a mission you could get behind?

We're looking for an adult learning and development expert with a passion for nurturing and supporting employees and driving business results to join the Customer Operations Team as our Customer Operations Training Leader .

The impact you'll make:

Delivering a fantastic customer experience is at the heart of our success, as we drive our mission of financial inclusion forward. Your work will be be crucial in maintaining our brand-defining experiences by:

• Dramatically improving new hire training onboarding time and effectiveness
• Systematizing up-training and cross training to improve KPIs
• Developing and implementing our agent competency model to drive exceptional customer and agent experiences
• Owning and managing our Learning Management System (LMS) platform and strategy
  
  As the Customer Operations Training Leader you will:
  
  • Oversee and lead the development of training strategies, and job specific training delivery across all our Customer Operations functions
  • Anticipate and measure skill gaps, create learning solutions, and deliver engaging learning experiences in a fast-paced ever-changing production environment
  • Partner closely with Customer Ops leadership and Ops Leads to assess training needs
  • Develop and implement training metrics that demonstrate business impact
  • Oversee the process/procedure documentation administration along with the Learning Management strategy/systems.
  • Lead the Knowledge Management strategy and execution across all of Customer Operations
  • Apply adult learning expertise and learning design principles (ADDIE, Sam, Agile, Continuous Learning Frameworks, etc).
  • Train and lead a team of operational/on the job trainers within each area of Customer Operations
  • Be accountable for engaging and collaborative virtual and/or in-person learning experiences for our agents
    
    You'll thrive in this role if:
    
    • You have 5+ years of experience in operational/technical training instructional design, content development, and learning program management
    • You have strong verbal and written communication and active listening skills
    • You have experience in customer support and stakeholder consultation
    • You have strong project management skills
    • You understand measurement standards for learning (Kirkpatrick or another recognized model)
    • You've collaborated and worked closely with operational leaders and Customer Operations employees at all levels
    • You have a bachelor's degree
      
      You'll get bonus points for:
      
      • 5+ years of experience in people management
      • Experience in the financial services industry
      • Experience in a call center or customer support environment
        
        At Mission Lane, we're looking for people who have the courage to take on new challenges. If you need accommodations to perform at your highest potential throughout the application and/or interview process, don't hesitate to reach out.
        
        We're committed to ensuring our team members have balance in their lives. Our comprehensive benefits package provides the support you need to thrive at work and at home.
        
        • Work: An engaging culture with access to training programs and advancement opportunities
        • Life: Full health, dental, and vision benefits, Flexible Spending Account (for medical and childcare expenses), paid parental leave, and a 401k Company Match
        • Balance: Generous PTO, flexible schedules, a Calm App subscription, and more.
          
          More about Mission Lane:
          
          Mission Lane is based in the U.S., with offices in Richmond, Virginia & San Francisco, California. Founded in December 2018, we've rapidly grown to almost 2 million customers.
          
          It all started with a realization: nearly fifty percent of the adult population in the U.S. doesn't have access to a clear line of credit. And by "clear" we mean credit without crazy fees that only increase debt. Most traditional credit card companies either overlook or overcharge this group because they have less-than-prime credit scores or no score at all. We decided this just wouldn't do.
          
          We understand that everyone doesn't have the same opportunities. We also know that everyone joins us at different stages of their financial journeys. Providing access to clear credit was a critical first step, but our work isn't done. We are actively developing new products designed to meet our customers where they are, according to their needs.
          
          We get it - life happens . That's why Mission Lane is hard at work paving a better way forward.
          
          Just like for our customers, Mission Lane creates opportunities for our employees to learn, grow, and prosper. We strive to create an environment that brings out the best in everyone, everyday.
          
          Mission Lane is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law.
          
          Mission Lane is not currently sponsoring new applicant employment authorization for this position. And please, no third-party recruiters.

Keywords: Mission Lane, Austin , Customer Operations Training Leader (Remote Friendly), Other , Austin, Texas