Manager, Customer Care Training

Sunbit • Las Vegas, NV

9d • Onsite

About The Position

Sunbit is hiring a Manager, Customer Care Training to own how our Las Vegas Customer Care team learns the work, from day one through full proficiency. You will lead our frontline trainers, and own Care new hire onboarding and curriculum. You will create and manage a Care Learning Council that sets training priorities, builds and delivers tailored programs, and evaluates success with key center leadership and stakeholders. The outcome we care about: agents who handle customer and merchant conversations with curiosity, accuracy, and compliance, and who get to the floor confident and ready. This is a hands-on role. You will design and deliver training yourself, while directing and supporting a team and a system that scales with the Care Center.

Requirements

• 5-7 years training high-volume, hourly frontline teams, ideally in a call center or customer care environment, with 3+ years leading trainers.
• A track record of building new hire programs that shorten time to proficiency.
• Strong grounding in instructional design and adult learning, with the judgment to keep training practical.
• Experience turning regulatory requirements for customer interactions into usable training; financial services strongly preferred.
• LMS administration experience, Workramp preferred; SCORM familiarity.
• Comfort working with data: QA results, attrition, and proficiency metrics.
• Credibility on the floor with agents and supervisors, and strong facilitation skills.

Responsibilities

• Own Care new hire onboarding end to end: curriculum, schedule, and the partnership with our nesting team.
• Set time-to-proficiency targets with Care leadership and report against them.
• Partner with the People Team so company onboarding and Care onboarding connect into one experience for new hires.
• Partner with dedicated trainers to co-facilitate Care new hire onboarding, periodically leading select modules and classroom sessions to support employee readiness.
• Assess skill gaps across new and tenured agents using QA, performance, and customer data.
• Design, deliver, and maintain training on supporting customers and merchants: core customer service skills, curiosity and problem solving, products, systems, and process changes.
• Build regulatory requirements for customer interactions into Care training so agents learn compliant behavior as part of the work, not as a separate course.
• Use a mix of methods: classroom, virtual, e-learning, on-the-job coaching, and refreshers.
• Work with subject matter experts and the Care knowledge base owners to keep content accurate as products and policies change.
• Stand up and run the Care Learning Council with leadership and key stakeholders to set training priorities, triage requests, and retire training that is not working.
• Move Care training from request-driven to a prioritized roadmap.
• Lead, coach, and develop the frontline trainer team.
• Set delivery standards and certify trainers against them.
• Build assessments that measure competency, not just completion.
• Track outcomes such as time to proficiency, QA scores, and early-tenure attrition, and use them to change learning and programs.
• Maintain accurate training records in the LMS to support compliance and audit requirements.

Benefits

• Competitive pay and stock options
• Unlimited PTO
• Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Parental Leave
• HSA
• Pet Insurance
• 401K Plan with Matching
• Cell Phone Stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed