Manager, Customer Operations Training & Quality

Ibotta•Denver, CO

9d•$65,000 - $75,000•Hybrid

About The Position

Ibotta is seeking an experienced people leader to manage our Training and Quality Assurance functions within Customer Operations. This role oversees a team of trainers and QA specialists — it does not deliver training directly, but sets the strategy, standards, and conditions for the team to execute at a high level. The ideal candidate has a track record of stepping into growing and scaling training environments and rebuilding them into cohesive, stakeholder-aligned programs. They know how to manage competing training functions serving distinct audiences, and they're fluent in modern learning technology including AI-enabled tools. This position is located in Denver, Colorado as a hybrid position requiring 3 days in office (Tuesday, Wednesday, and Thursday). Candidates must live in the United States. Not based in Denver? We will offer a relocation bonus to help make your move to the Mile High City a smooth one.

Requirements

3+ years of people management experience in a training or L&D function, preferably within a customer care or business operations environment
Demonstrated experience leading training programs that serve multiple, distinct audience types with competing priorities
Proven ability to evaluate a dynamic training environment with significant room to shape and scale
Hands-on experience with virtual, on-demand, and hybrid training delivery models
Familiarity with Workday Learning, Articulate Rise, or similar LMS/eLearning authoring platforms
Demonstrated ability to assess an existing quality assurance program, identify gaps in process, consistency, and tooling, and implement improvements that drive measurable outcomes — including automation of manual QA workflows where possible.
Experience leveraging AI tools in learning content development or training operations
Strong stakeholder management skills — able to translate business requests into structured plans and set realistic expectations
Proficiency with Google Suite and Microsoft Office applications
Excellent written and verbal communication skills
Strong problem-solving abilities with capacity to see the bigger picture
Advanced time management skills with ability to shift priorities quickly
Experience improving training satisfaction metrics
Applicants must be currently authorized to work in the United States on a full-time basis.

Responsibilities

Own the overall training and quality strategy for Customer Operations, ensuring programs serve multiple audience types including Care agents and Business Operations Associates
Lead, coach, and develop a team of trainers and QA analysts — setting clear expectations, observing execution, and closing performance gaps
Evaluate the current QA program and implement a roadmap for improvement — including standardizing scoring criteria, increasing efficiency through automation, and ensuring quality data directly informs training decisions.
Assess the current state of training programs, identify gaps, and drive a structured refresh that meets the needs of all key stakeholders
Re-establish readiness benchmarks and nesting exit criteria that ensure trainees are production-ready before graduation
Build and govern a library of on-demand and async training content to reduce dependency on live-only delivery
Use quality data and new hire performance metrics to identify training gaps and deploy targeted interventions
Partner cross-functionally with Operations, Content & Communications, Workforce Management, Revenue, Engineering and other teams to anticipate training needs and deliver on time
Champion AI and automation tools to modernize content creation, assessments, and training delivery
Manage the training calendar and communicate capacity constraints proactively to stakeholders