Description
Chime is building a world-class Member Services organization, focusing on delivering high-quality training to its agents. As a Senior Training Lead, you will own training governance for Operations and Member Experience, ensure consistent training delivery across the partner network, and hold BPO partners accountable for delivering high-quality training.
Responsibilities:
- Own training execution across lines of business, ensuring BPO trainers facilitate programs and content as expected
- Guide a group of BPO master trainer contractors to drive training excellence
- Travel to partner sites (approximately 30-40% of the time) to train new hire agents and facilitate Train-the-Trainer sessions
- Own trainer effectiveness, including certification, recertification, and coaching
- Hold BPO partners accountable for training delivery, using metrics such as graduation rates and trainer certification rates
- Measure program effectiveness and identify areas for improvement
- Partner with internal stakeholders and external partners to ensure successful launches and agent readiness
Requirements:
- 7+ years of experience in training, learning, or talent development within a contact center, BPO, or high-volume service environment
- Proven experience managing outsourced or BPO partners and holding them accountable for outcomes
- Experience building training governance from the ground up, including certification and train-the-trainer programs
- Strong coaching skills and judgment to diagnose training issues
- Comfort with data analysis and evaluation of program effectiveness
- Ability to influence without authority across internal stakeholders and external partners
- Willingness to travel domestically and internationally approximately 30-40% of the time
Benefits:
- Competitive salary ($130,000 - $180,000 USD)
- Bonus and equity opportunities
- Comprehensive health, financial, and wellbeing benefits
- Generous vacation policy and company-wide paid days off
- 1% of time off to support local community organizations
- Annual wellness stipend
- Up to 22 weeks of paid parental leave
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