Customer Operations Training Leader (Remote Friendly)
Company: Mission Lane
Posted on: May 16, 2022
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
Dramatically improving new hire training onboarding time and
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
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
Anticipate and measure skill gaps, create learning solutions, and
deliver engaging learning experiences in a fast-paced ever-changing
Partner closely with Customer Ops leadership and Ops Leads to
assess training needs
Develop and implement training metrics that demonstrate business
Oversee the process/procedure documentation administration along
with the Learning Management strategy/systems.
Lead the Knowledge Management strategy and execution across all of
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
You have strong verbal and written communication and active
You have experience in customer support and stakeholder
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
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,
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
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
Keywords: Mission Lane, Raleigh , Customer Operations Training Leader (Remote Friendly), Other , Raleigh, North Carolina
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