Training Manager, Trust & Risk

Back to jobs Training Manager, Trust & Risk Phoenix AZ, Los Angeles CA, San Francisco CA, New York NY Apply 🚀 Join the Future of Commerce with Whatnot!  Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. We’re re-defining e-commerce by blending community, shopping, and entertainment into a community just for you. As a remote co-located team, we’re inspired by innovation and anchored in our  values . With hubs in the US, UK, Ireland, Poland, and Germany, we’re building the future of online marketplaces—together. From fashion, beauty, and electronics to rare collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone. And we’re just getting started! As one of the  fastest growing marketplaces , we’re looking for bold, forward-thinking problem solvers across all functional areas. Check out the latest Whatnot updates on our  news  and  engineering  blogs and join us as we enable anyone to turn their passion into a business, and bring people together through commerce. 💻 Role  The Training Manager for the Trust & Risk team will be responsible for deeply understanding the skills required to thrive in our front line agent teams, executing a strategic approach to building those skills at pace and scale, and constantly evaluating where training tactics are succeeding or lagging. You will work closely with team members across different levels and tenures to bridge knowledge gaps, improve the quality and reliability of customer interactions, and drive efficiency within agent day-to-day operations. You will also be responsible for collaborating with, and supporting our external partner teams ensuring consistent process and quality across the enterprise.This is an excellent opportunity for a training professional with diverse experience in instructional design and building content.  Continuously deepen your understanding of how customer and agent experiences intersect in order to deploy the strategies and tactics which will yield the largest impact Design and implement comprehensive training framework for the Trust & Risk team, including new hire onboarding and continuing education which is built for scale Drive a strategic transformation in our training function from teaching teams policies to teaching teams skills so that our teams are more adaptable to a fast-pacted, dynamic business environment Lead onboarding and training sessions for new hires on the Trust & Risk team, and regularly conduct continuous training sessions to ensure adoption of new processes and fill knowledge gaps Work with QA, Policy, and Ops teams to identify knowledge gaps and proactively address them through training. Build and manage project plans for training rollouts. Develop and implement KPIs to assess the effectiveness of training programs. Regularly analyze training data to identify trends, assess knowledge retention and evaluate the impact of training on employee performance. Partner with our Vendor Management teams to ensure there is consistency across the enterprise with learning development and knowledge retention  Build a centralized training repository to ensure consistency and accessibility of learning materials. Leverage LMS tools, knowledge bases, and AI-driven training solutions to automate and scale learning programs. Team members in this role are required to be within commuting distance of our Phoenix, Los Angeles, San Francisco, or New York hubs. 👋 You  Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here. A hungry individual looking to continue their career in a fast-paced, rapidly changing environment. Someone willing to take on any role or task, learn new skills, and be a part of building a great company. 7+ years of experience in training program management, L&D, or risk operations  A strong focus on internal customers' needs and satisfaction, with an emphasis in demonstrating return on investment in training A player-coach mindset where you are as comfortable executing strategic tactics as you are developing them  You have familiarity with working with large, diverse customer support, and operations organizations (preferred) Understanding of industry learning trends and best practices, adult learning theory, and instructional design principles Experience developing training in a variety of delivery modalities (virtual, hands-on/experiential, instructor-led, remote classroom, synchronous/asynchronous) for a variety of audiences You have knowledge of Learning Management Systems, Zendesk, data platforms such as Sigma, familiar with Excel/Google Sheets (Knowledge of SQL preferred)  You have experience in startups, marketplaces, or e-commerce (preferred) You have worked within multichannel support operations (chat, email, sms, phone)  Ability to adapt well to fast-paced environments with quickly changing circumstances, direction, and strategy You have the flexibility to occasionally work shifts, holidays, and outside of standard schedule 💰Compensation $165,000/year to $185,000/year + benefits + equity. The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits (more details below) or equity. 🎁 Benefits  Flexible Time off Policy and Company-wide Holidays (including a spring and winter break) Health Insurance options including Medical, Dental, Vision Work From Home Support Home office setup allowance Monthly allowance for cell phone and internet Care benefits Monthly allowance for wellness Annual allowance towards Childcare Lifetime benefit for family planning, such as adoption or fertility expenses Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally Monthly allowance to dogfood the app All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!). Parental Leave 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence. 💛 EOE  Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce. Apply for this job * indicates a required field First Name * Last Name * Email * Phone Resume/CV * Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Preferred First Name * Preferred Last Name * LinkedIn Profile Website At the time of hire, will you be located within 50 miles of one of our hubs? If so, please select which location. If not, please select “N/A” and input your city and state/province in the field below. * Select... Please list the city and state/province you are located in today. * Are you legally authorized to work in the United States? * Select... Will you now or in the future require visa sponsorship to work in the United States? Select... Optional Demographic Questions Hi there! Here at Whatnot, we want to empower every employee to reach their full potential, regardless of race, gender, ethnicity, sexual orientation, or background. We also believe that building an organization with many dimensions of diversity is an important key to short and long-term success. We collect anonymous demographic information to help us achieve our goal of building a diverse company. This information is anonymous and will not be tied back to your application. The data will only be used in aggregate for reporting or learning purposes. With what Race/Ethnicity do you identify? * Select... Do you belong to the LGBTQ+ community? * Select... How you would describe your gender identity? * Select... How would you describe your disability status? * Select... How would you describe your veteran status? * Select... Submit application