As Manager of Learning and Development here at Bilt, we're seeking a dynamic and results-driven L&D professional to lead the training and development of new customer service representatives. This role is critical to Bilt's customer experience success, requiring someone who can quickly master our complex product offerings, train others effectively, and identify performance issues early. You'll be responsible for the entire training lifecycle - from onboarding through nesting - while working closely with our Quality Assurance team to ensure customer service agents meet and exceed performance standards. In this role, you will… Deliver comprehensive training programs for new hire remote agents through our Learning Management System (LMS), conducting live virtual sessions on product knowledge, customer service skills, and company systems. Develop and maintain training materials, including courses, job aids, and assessments while staying current as a product expert on Bilt's evolving offerings and updates Monitor agent progress during training and nesting phases, providing real-time feedback, coaching, and ad hoc support to address performance concerns and skill gaps Partner closely with the CX Quality Assurance team to align training with quality standards, review QA scorecards, coordinate retraining efforts, and participate in calibration sessions Make critical performance decisions by identifying underperforming agents early, documenting concerns, recommending terminations when necessary, and recognizing high-potential talent Assess training effectiveness through data analysis of performance metrics, call observations, and testing to continuously improve programs and ensure agent readiness for production Who are you.... A fast learner with excellent judgment who thrives on mastering complex products and can quickly assess agent potential, making tough decisions when necessary to protect the business and training cohort A natural coach with strong emotional intelligence who balances supportive relationships with firm accountability, delivers constructive feedback effectively, and reads people well to gauge engagement and identify red flags early Highly adaptable and resourceful under pressure, able to pivot training approaches mid-session, think on your feet when faced with unexpected questions or technical issues, and remain calm and professional Data-driven and collaborative, using performance metrics and quality data to continuously improve training programs while actively partnering with QA and operations teams to exchange insights Self-motivated and organized in a remote work environment, managing your time effectively while training multiple cohorts and balancing competing coaching responsibilities