Manager, Customer Care Training - Enablement/L&D

Sunbit • Las Vegas, NV

1d

About The Position

Sunbit is hiring a Manager, Customer Care Training to own how the Las Vegas Customer Care team learns its work, from onboarding through full proficiency. The manager leads frontline trainers and owns Care new-hire onboarding and curriculum, while establishing a Care Learning Council with center leadership and stakeholders to set priorities, build and deliver tailored programs, and evaluate results. The goal is to prepare agents to handle customer and merchant conversations with curiosity, accuracy, and compliance, and to reach the floor confident and ready. This is a hands-on position that combines designing and delivering training with directing and supporting a team and scalable training system.

The role owns onboarding curriculum, scheduling, and coordination with the nesting team; establishes time-to-proficiency targets; connects Care onboarding with company onboarding; and partners with trainers to facilitate onboarding. It also assesses skill gaps, develops and maintains training across customer service, products, systems, processes, and regulatory requirements, and uses classroom, virtual, e-learning, coaching, and refresher methods. The manager works with subject matter experts and knowledge-base owners to keep learning content current.

The manager will establish and operate the Care Learning Council, lead and develop frontline trainers, set delivery standards, and certify trainers. They will create competency assessments, measure outcomes such as proficiency time, QA scores, and early-tenure attrition, use the results to improve programs, and maintain accurate LMS training records for compliance and audits.

Requirements

• 5–7 years of experience training high-volume, hourly frontline teams, ideally in a call center or customer care environment.
• 3+ years of experience 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 translating regulatory requirements for customer interactions into usable training.
• LMS administration experience.
• Familiarity with SCORM.
• Comfort working with data, including QA results, attrition, and proficiency metrics.
• Credibility with agents and supervisors on the floor.
• Strong facilitation skills.

Nice To Haves

• Financial services experience.
• Workramp experience.

Responsibilities

• Own Care new-hire onboarding end to end, including curriculum, schedule, and partnership with the nesting team.
• Set time-to-proficiency targets with Care leadership and report on progress.
• Partner with the People Team to connect company onboarding and Care onboarding into one new-hire experience.
• Partner with dedicated trainers to co-facilitate onboarding and periodically lead modules and classroom sessions.
• Assess skill gaps among new and tenured agents using QA, performance, and customer data.
• Design, deliver, and maintain training covering customer and merchant support, core service skills, curiosity and problem solving, products, systems, and process changes.
• Build regulatory requirements for customer interactions into Care training.
• Deliver learning through classroom, virtual, e-learning, on-the-job coaching, and refresher methods.
• Work with subject matter experts and Care knowledge-base owners to keep training content accurate as products and policies change.
• Establish and run the Care Learning Council with leadership and stakeholders to set priorities, triage requests, and retire ineffective training.
• Move Care training from a request-driven approach to a prioritized roadmap.
• Lead, coach, and develop the frontline trainer team.
• Set training delivery standards and certify trainers against them.
• Build assessments that measure competency rather than completion alone.
• Track time to proficiency, QA scores, and early-tenure attrition, and use results to improve learning and programs.
• Maintain accurate LMS training records to support compliance and audit requirements.

Benefits

• Competitive pay and stock options.
• Unlimited PTO.
• Health insurance options including medical, dental, vision, life, EAP, FSA, and parental leave.
• HSA.
• Pet insurance.
• 401(k) plan with matching.
• Cell phone stipend.
• Mission-driven, empowered, and collaborative work environment.
• Team-based strategic planning and team-owned deliverables.

What This Job Offers

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