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Training Manager, Trust & Risk

Training Manager for Trust & Risk team at Whatnot.
Whatnot
Hybrid
On-Site
United States
USD 165,000 - 185,000
Job Description
Whatnot is seeking a Training Manager for their Trust & Risk team. This role is responsible for understanding the skills required for front-line agents, implementing a strategic approach to skill-building, and evaluating training effectiveness. The Training Manager will collaborate with team members and external partners to bridge knowledge gaps, improve customer interactions, and drive operational efficiency.

Role Involves:
  • Designing and implementing a comprehensive training framework.
  • Leading onboarding and continuous training sessions.
  • Identifying and addressing knowledge gaps.
  • Building and managing project plans for training rollouts.
  • Developing and implementing KPIs to assess training effectiveness.
  • Partnering with Vendor Management teams.
  • Building a centralized training repository.
  • Leveraging LMS tools and AI-driven training solutions.

Requirements:
  • 7+ years of experience in training program management, L&D, or risk operations.
  • Strong focus on internal customer needs and satisfaction.
  • Player-coach mindset.
  • Familiarity with large, diverse customer support and operations organizations (preferred).
  • Understanding of industry learning trends and best practices.
  • Experience developing training in various modalities.
  • Knowledge of Learning Management Systems, Zendesk, and data platforms.
  • Experience in startups, marketplaces, or e-commerce (preferred).
  • Experience within multichannel support operations.
  • Ability to adapt to fast-paced environments.
  • Flexibility to occasionally work shifts, holidays, and outside of standard schedule.

What Whatnot Offers:
  • Flexible Time off Policy and Company-wide Holidays
  • 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
  • Parental Leave
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Whatnot

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