Job Title: Member Support Training Director
Posted by: ID.me on Aug 05, 2020
Location:
McLean , VAJob Description:
Overview
ID.me is seeking an experienced and highly motivated Training Director to develop and lead a high-quality training team for ID.me’s technically complex, multi-channel customer support team (Member Support). This role will be responsible for creating, delivering, and maintaining all Member Support training to include: Orientation, New Hire Training, Cross-training, New Product Training, and Supervisor Training.
If you have a strong management background and a passion for synthesizing technical product knowledge into digestible training content, this would be an excellent opportunity for you. This role will be responsible for hiring and managing a team of 5-6 trainers and will report directly to the Vice President of Member Support.
Responsibilities
Manage 5-6 trainers to support a complex, multi-channel Member Support team
Create, deliver, and maintain a Member Support training program
Create and manage content for agent and user self-help
Measure training effectiveness and routinely refresh and improve training content
Track training performance and determine mitigation strategy for underperforming trainees
Identify opportunities to automate training processes and introduce cutting edge training tools and techniques to the existing training program
Qualifications
3+ years managing a high-performing team designing and delivering technical training
5+ years of experience creating, delivering, and maintaining training curriculums using instructional and learning methodologies
Previous training experience in a Contact Center or Operations Team
2+ years experience in the engagement of Subject Matter Experts to support effective training design and delivery
Demonstrated ability to monitor and evaluate quality and performance management
Excellent communication and presentation skills
Bachelor's degree
Vision:To be the world’s leading digital identity network empowering people to control their own information and to prove their credentials across all channels: online, call center, and in-person.
Mission:To make the world a more trusted place by delivering the highest level of security with the least amount of friction at the lowest possible cost.
People:We have an audacious mission. We aim to fix the identity layer of the internet. Billions of people will live better lives with more trust and convenience thanks to ID.me. We are like Special Forces. We take on the most difficult challenges with amazing teammates.
Our Core Values:*Don’t be a jerk. *Always compete. *Ask questions like a 5-year old. *Inspire people with your passion. *Make something better every day. *Treat each customer like your favorite family member. *Own your mistakes so you can learn from them. *Details are everything. *Act like a scientist, not a talking head. *Be truthful (even when it’s hard). *Reflect ID.me’s values in your actions. *If the rule prevents the right outcome, then break the rule.
ID.me is seeking an experienced and highly motivated Training Director to develop and lead a high-quality training team for ID.me’s technically complex, multi-channel customer support team (Member Support). This role will be responsible for creating, delivering, and maintaining all Member Support training to include: Orientation, New Hire Training, Cross-training, New Product Training, and Supervisor Training.
If you have a strong management background and a passion for synthesizing technical product knowledge into digestible training content, this would be an excellent opportunity for you. This role will be responsible for hiring and managing a team of 5-6 trainers and will report directly to the Vice President of Member Support.
Responsibilities
Manage 5-6 trainers to support a complex, multi-channel Member Support team
Create, deliver, and maintain a Member Support training program
Create and manage content for agent and user self-help
Measure training effectiveness and routinely refresh and improve training content
Track training performance and determine mitigation strategy for underperforming trainees
Identify opportunities to automate training processes and introduce cutting edge training tools and techniques to the existing training program
Qualifications
3+ years managing a high-performing team designing and delivering technical training
5+ years of experience creating, delivering, and maintaining training curriculums using instructional and learning methodologies
Previous training experience in a Contact Center or Operations Team
2+ years experience in the engagement of Subject Matter Experts to support effective training design and delivery
Demonstrated ability to monitor and evaluate quality and performance management
Excellent communication and presentation skills
Bachelor's degree
Vision:To be the world’s leading digital identity network empowering people to control their own information and to prove their credentials across all channels: online, call center, and in-person.
Mission:To make the world a more trusted place by delivering the highest level of security with the least amount of friction at the lowest possible cost.
People:We have an audacious mission. We aim to fix the identity layer of the internet. Billions of people will live better lives with more trust and convenience thanks to ID.me. We are like Special Forces. We take on the most difficult challenges with amazing teammates.
Our Core Values:*Don’t be a jerk. *Always compete. *Ask questions like a 5-year old. *Inspire people with your passion. *Make something better every day. *Treat each customer like your favorite family member. *Own your mistakes so you can learn from them. *Details are everything. *Act like a scientist, not a talking head. *Be truthful (even when it’s hard). *Reflect ID.me’s values in your actions. *If the rule prevents the right outcome, then break the rule.
Pay Rate:
Unspecified
HR. Website URL:
https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=5886d7ca-f05c-4ae9-983f-427ff1031c8f&ccId=19000101_000001&type=MP&lang=en_US&selectedMenuKey=CareerCenter
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About ID.me
ID.me is a venture backed company in hyper-growth. Our vision is to be the world’s leading digital identity network empowering people to control their own information, and our mission is to make the world a more trusted place. We are hiring for a variety of roles in our Sales, Marketing, Engineering, and Product teams.
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