Training Program Manager
About the role
Chime is building a world-class member service organization, and we believe member support should be built around 3 guiding principles:
- Frictionless product: Use member insights to mitigate member issues with a simple, transparent product
- Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other
- Excellent support: When members do have to contact us, provide them with excellent service.
As the Training Program Manager, you will ensure BPO agents across the Americas are delivering consistently excellent experiences for Chime members. Your stakeholders are internal and external. Through collaboration with cross-functional stakeholders, your APAC counterpart, and Chime’s instructional designers, you will own the end-to-end engagement with our BPO vendors regarding all training initiatives. You are your vendors’ partner, you ensure day-to-day training operations run effectively and efficiently, and you own the outcomes.
The ideal candidate is a team player with extensive experience and a proven track record of managing training programs end-to-end with BPOs/vendors. This role requires someone who thrives in a flat, fast-moving organization using lightweight processes, creative ideas, and quick iteration to make a significant impact.
This job cannot be performed in the state of Colorado.
In this role, you can expect to:
- Serve as a lead for the Americas region, responsible for providing a link between our key business stakeholder teams and global outsourcing partners.
- Maintain relationships with your vendor leadership across multiple delivery centers around the world, providing governance and structure.
- Drive improvements to the training program(s) of our BPO programs to enhance speed to proficiency, reduce agent errors, increase overall operational effectiveness and member satisfaction.
- Own TTT for your sites; ensure trainers on the vendor teams are equipped to deliver a high quality and consistent training experience.
- Assist with ramping up new BPO sites in the region.
- Develop metrics and utilize analytics to make critical business decisions and optimize costs.
- Partner with the Instructional Design team to develop a recertification program to ensure that agents and members of the support team, regardless of tenure and role, are aligned with the recent updates and changes made within the program.
- Communicate fearlessly! Open, concise, accurate, and timely communication with your team is a must.
To thrive in this role, you have:
- A serious obsession with learning and a proven ability to tie learning events to measurable outcomes that reflect our mission and culture.
- 7+ years of experience in a training facilitation or training program management; 3+ years of managing training programs with BPOs/vendors and driving outcomes through vendor partnerships.
- Ability to create clear training project plans outlining stakeholder responsibilities, timelines, needs, and risks.
- Experience in engaging stakeholders in learning projects, and skilled at partnering with stakeholders and sponsors across the company at all levels.
- Skills in instructional design for classroom and online delivery are a plus.
- Fluency in Spanish is a plus
- Ability and willingness to travel domestically and internationally, approx. 10-20% of the time (post COVID).
A little about us
We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances.
Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!
We've built one of the most experienced leadership teams in Fintech and were recently valued at over $14.5B. We've raised over $1B in funding from leading investors including DST, Coatue, Tiger Global, General Atlantic, Iconiq, Dragoneer, Menlo, Whale Rock, Access, Forerunner, Crosslink, Cathay, aCrew, and others.
What we offer
- 💰 Competitive salary based on experience
- ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
- 📝 Quarterly stipend to spruce up your home office
- 🏝 Generous vacation policy and company-wide Take Care of Yourself Days
- 🖥 Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
- 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help create a completely new kind of banking service
We know that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.
We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.
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