Digital Experience Center Training and Operational Success Manager

Nymbus, Inc.

13d•$60,000 - $70,000•Remote

About The Position

Nymbus (https://nymbus.com/) isn’t just a leader in fintech; we’re a community of innovators passionate about reimagining banking. Our award-winning modern core platform and cloud-based technology serve as the backbone for financial institutions eager to modernize and excel. Here, you won’t just be part of a tech revolution. You’ll be at the helm, driving change. You’ll fit right in if you’re a creative thinker who’s eager to reduce technical debt and increase agility for banks and credit unions. Our culture thrives on collaboration, integrity, and a client-first approach. We operate with an AI-first mindset across all aspects of our business, continuously improving our efficiency and increasing the value we deliver to clients. We’re looking for individuals who are intensely curious about emerging technologies and passionate about innovation. Your journey with us won’t simply advance your career; it will offer the chance to help shape an industry alongside like-minded professionals. We’re excited to consider you a key player in this transformative chapter. Thank you for considering a role with Nymbus. The Digital Experience Center Training and Operational Success Manager owns the design, delivery, and continuous evolution of training and enablement programs for Nymbus’ multi-tenant, technology-enabled banking contact center within the Digital Experience Center (DXC). This role is accountable for ensuring agents who support financial institution customers and members (primarily through call center channels) are consistently prepared, confident, and engaged through structured onboarding, continuous education, and operationally aligned training programs. In addition to training excellence, the role plays a key part in promoting agent motivation, morale, and positivity, and in leveraging gamification within the CCaaS platform to reinforce performance, quality, and engagement. Operating in a highly regulated fintech and banking environment, this position balances compliance, scalability, and operational excellence while supporting standardized processes and client-specific requirements across multiple financial institution tenants.

Requirements

4+ years of experience in a lead training capacity within operations, financial institution training preferred.
Experience in banking or regulated financial services environments required.
Proven experience owning onboarding and continuous education programs.
Exposure to multi-tenant or multi-client contact center environments.
Hands-on experience with CCaaS or similar contact center platforms.
Working knowledge of Confluence and Jira.
Strong communication, organizational, and analytical skills.
Ability to influence engagement and adoption without direct authority.

Nice To Haves

Experience supporting digital banking platforms.
Experience working in a FinTech organization.
Familiarity with Agile, Lean, or continuous improvement methodologies.
Experience partnering with QA, compliance, or audit teams.
Experience implementing or supporting gamification or engagement programs in a contact center environment.

Responsibilities

Own the design, delivery, and continuous improvement of onboarding programs for new hires supporting financial institution customers and members.
Lead the development and maintenance of ongoing training and continuous education programs for agents, supervisors, and leaders.
Establish and manage recurring training cadences, including refresher training, certifications, and upskilling initiatives.
Define and maintain role-based learning paths aligned to operational expectations, quality standards, regulatory requirements, and career progression.
Partner with, guide, and enable the DXC Training Specialist in the execution of new hire onboarding and continuous training programs, ensuring consistency, quality, and alignment to DXC standards.
Partner with DXC Leadership, Quality, and Compliance teams to translate audit findings, regulatory updates, and performance insights into training strategy and content.
Own the lifecycle management of training materials, job aids, and knowledge base content, ensuring accuracy, consistency, and accessibility through Confluence.
Measure, analyze, and report on training effectiveness using performance, quality, and customer experience metrics.
Integrate motivation, morale-boosting, and positive reinforcement techniques into training programs to drive confidence, resilience, and engagement in a high-volume contact center environment.
Ensure training consistently reinforces service mindset, empathy, professionalism, and member-first behaviors across all client programs
Partner with leadership to support the design, documentation, and optimization of operational workflows across a multi-client, regulated banking environment.
Contribute to maintaining scalable SOPs that balance standardized operations with client-specific requirements.
Collaborate on operational updates tied to technology releases, platform changes, and regulatory updates.
Support operational change management through documentation, communication, and training enablement.
Participate in continuous improvement initiatives using operational data, quality insights, and agent feedback.
Serve as a subject matter resource for operational questions related to training, onboarding, and execution.
Proactively identify operational or process gaps that impact training effectiveness, agent confidence, or morale and drive corrective action through training or process improvements
Own training-related enablement and adoption within the CCaaS platform.
Partner with Operations, Product, Engineering, and Client teams to translate training and performance needs into system configurations and enhancement requests.
Design, implement, and continuously improve gamification strategies within the CCaaS platform, including performance dashboards, challenges, recognition mechanisms, and incentive-based activities.
Ensure gamification programs reinforce desired behaviors such as quality, adherence, efficiency, compliance, and positive customer interactions.
Track training, enablement, and operational initiatives through Jira.
Support operational and training readiness for multi-tenant deployments.
Leverage CCaaS analytics and reporting to measure engagement, participation, and effectiveness of training and gamification initiatives

Benefits

Annual Cash Bonus and Equity Options commensurate with the role level and experience
Robust 401(k) plan
Insurance - Health, Dental and Vision
Flexible Paid Time Off

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume