Edtech.com's Summary

Whatnot is hiring a Training Manager for the Trust & Risk team. This role involves designing and implementing scalable training programs to enhance front line agent skills, improving customer interactions, and collaborating cross-functionally to ensure consistent learning across the enterprise. The manager will lead onboarding, continuous education, and leverage data to measure training effectiveness.

Highlights

Design and execute comprehensive training frameworks for Trust & Risk teams, including onboarding and ongoing education.
Shift training focus from policies to skill-building to adapt to a dynamic business environment.
Collaborate with QA, Policy, and Operations to identify and fill knowledge gaps through targeted training.
Manage training project plans and develop KPIs to assess program effectiveness and impact on performance.
Partner with Vendor Management to maintain enterprise-wide learning consistency.
Utilize LMS tools, knowledge bases, and AI-driven solutions to automate and scale training.
Requires 7+ years in training program management, L&D, or risk operations, with experience in instructional design and adult learning theory.
Proficiency with Learning Management Systems, Zendesk, Sigma, Excel or Google Sheets; SQL knowledge preferred.
Experience with multichannel support operations and familiarity with startups, marketplaces, or e-commerce preferred.
Compensation range from $165K to $185K plus equity, with benefits including flexible time off, health insurance, retirement plans, and parental leave.

Training Manager, Trust & Risk Full Description

Training Manager, Trust & Risk

Remote

Employment Type

Full time

Department

Commerce & Operations

Central Operations

Compensation

$165K – $185K • Offers Equity

The salary or hourly rate range may be inclusive of several levels that would be applicable to the position. Final salary or hourly rate will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary or hourly rate, not benefits or equity.

Overview
Application
🚀 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

🎁 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.

Original Job Description

Training Manager, Trust & Risk

Remote

Employment Type

Full time

Department

Commerce & Operations

Central Operations

Compensation

$165K – $185K • Offers Equity

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.

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

🎁 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

Let me find your next job.

Thanks - you're signed up.

Training Manager, Trust & Risk

Edtech.com's Summary

Training Manager, Trust & Risk Full Description

Training Manager, Trust & Risk

Executive Director, Center for Experiential Learning and Career Success

Academic Dermatologist

Remote Learning and Development Manager

Learning Technology Assistant Manager

Manager, Training