Operations Training Manager, Delivery

Kin Insurance

2d•$100,000 - $115,000•Remote

About The Position

Lead Kin’s Operations training delivery function—developing trainers, scaling onboarding programs, and ensuring high-impact learning experiences that accelerate performance across Operations teams. Kin makes life simpler, more affordable, and better for homeowners — especially in the places where climate risks, rising costs, and outdated systems make it harder. We start with smarter homeowners insurance and expand to everything homeowners need to thrive. Using data, technology, and thoughtful human support, we’re building products that are clear, fair, and help homeowners feel confident — so homeowners aren’t left behind when they need help most. Founded in 2016, Kin is a remote-first employer with Kinfolk across more than 35 states. We serve customers in 13 states (and counting). Our disciplined growth, strong customer satisfaction, and focus on long-term sustainability fosters outstanding growth, attracts marquee investors, and earns recognition and accolades. We’re looking for an Operations Training Manager to lead the training delivery and facilitation function for Kin’s Operations Training team. As Kin continues to scale, strong onboarding, enablement, and continuous learning are critical to ensuring our Operations teams deliver exceptional service and performance. In this role, you’ll oversee a team of trainers responsible for delivering engaging, high-impact learning experiences for both new hires and tenured Operations team members, consisting of licensed sales agents and customer service representatives. You’ll partner closely with operational leaders to identify knowledge gaps, translate business needs into effective learning solutions, and ensure our training programs evolve alongside the business. This leader acts as a strategic bridge between Operations and Training—ensuring the right programs, facilitation approaches, and learning strategies are in place to support operational excellence and team development.

Requirements

5+ years of experience in training, learning and development, operations enablement, or a related field
2+ years of experience in a leadership role with direct reports
The capacity to thrive within a high-speed, evolving landscape while managing ambiguity effectively
Experience working in a highly regulated industry such as insurance, finance, health care, or other related field
Experience managing training programs or learning initiatives across multiple teams or operational functions
Proven ability to lead and develop trainers or facilitators in a performance-driven environment
Strong facilitation and coaching skills with experience delivering engaging virtual or in-person learning experiences
Ability to translate operational needs and performance data into effective learning solutions
Strong cross-functional collaboration skills and the ability to partner effectively with business leaders
Excellent organizational and program management skills, including experience managing complex training calendars or initiatives

Responsibilities

Lead and manage the Operations learning delivery function, ensuring consistent, high-quality delivery of onboarding ~200 new hires annually, and continuous learning programs for our existing front line teams
Develop and coach a team of 3-5 facilitators, providing performance management, mentorship, and professional development
Own and manage the Operations training calendar and team capacity, aligning training schedules with hiring plans, operational priorities, and program capacity
Partner with Operations leaders to identify knowledge gaps, emerging skill needs, and opportunities for targeted learning interventions
Translate operational feedback and performance trends into actionable training improvements and new learning initiatives, while running continuous evaluation of all programs and team members
Partner with nesting managers from Sales and Service to identify recurring knowledge gaps and translate them into targeted training interventions
Collaborate with the Instructional Design Manager on course strategy, content structure, and learning methodology
Monitor trainee performance trends and operational metrics to evaluate training effectiveness and continuously improve programs, along with ensuring 100% CE completion across our teams
Support and contribute to leadership development initiatives for Operations leaders and emerging managers
Facilitate training sessions ~30% of time to support trainer capacity or high-priority initiatives

Benefits

Competitive salary and company equity through Restricted Stock Units (RSUs), granted as part of our standard compensation package and based on role and level
401(k) with company match up to 4% of eligible earnings
Multiple medical plan options, plus dental and vision coverage
Company-funded HSA contributions (based on medical plan selection)
Company-paid life insurance and short-term disability
A variety of supplemental benefit options, including long-term disability, critical illness, accident, legal, and pet insurance
Access to mental health support and confidential counseling resources
Flexible PTO for exempt employees (most employees take 15–20 days per year), plus 8 company-observed holidays
Paid parental leave, including up to 14 weeks at 100% pay for birthing parents and 8 weeks at 100% pay for non-birthing parents
Career mobility and internal growth opportunities across the organization
Professional development budgets for certifications, conferences, and learning available, subject to management approval