Role OverviewRain is building a structured, high-performance Customer Experience organization that bridges frontline support, technical escalation, monitoring, and Engineering.
We are seeking a Senior Manager of Learning & Development to architect and operate a scalable CX learning infrastructure across internal teams and BPO partners.
This role requires hands-on ownership of our LMS (Docebo or similar), design of tier-based certification frameworks, and direct linkage between training and operational performance metrics.
This is a builder role. You will design the system and implement it.
What you'll doLearning Architecture- Design tier-based CX skill progression (T1 14 Escalation-Ready 14 Advanced)
- Establish certification standards tied to escalation authority
- Define structured onboarding for internal and BPO teams
- Build recurring refresh cadence
LMS Ownership (Docebo Experience Required)- Administer and optimize Docebo
- Configure learning paths, segmentation, certifications, reporting
- Build dashboards tied to QA and operational metrics
- Measure adoption and training impact
- Continuously improve LMS structure and performance
- Candidates must have personally implemented or significantly configured Docebo (or comparable LMS).
Performance-Linked Training- Translate QA trends into structured training programs
- Improve escalation clarity and ticket readiness
- Reduce reopen rates and escalation defects
- Improve time-to-productivity
- Build measurable improvement loops
Cross-BPO Enablement- Standardize training across Rain and Horatio
- Ensure certification alignment across teams
- Audit consistency and adoption
What we're looking for- 7+ years in Learning & Development, CX Enablement, or Technical Training
- Demonstrated experience implementing and administering Docebo (or comparable LMS)
- Experience designing certification frameworks tied to performance metrics
- Experience working with BPO environments
- Experience supporting technical or fintech teams preferred
Nice to have, but not mandatory- Fintech experience (neobank or card issuing experience gets extra brownie points)
- Experience with smart contracts and blockchains
Things that enable a fulfilling, healthy, and happy experience at Rain:- Unlimited time off Unlimited vacation can be daunting, so we require Rainmakers to take at least 10 days off.
- Flexible working We support a flexible workplace. If you feel comfortable at home, please work from home. If you'd like to work with others in an office, feel free to come in. We want everyone to be able to work in the environment in which they are their most confident and productive selves. New Rainmakers will receive a stipend to create a comfortable home environment.
- Easy to access benefits For US Rainmakers, we offer comprehensive health, dental and vision plans for you and your dependents, as well as a 100% company subsidized life insurance plan.
- Retirement goalsPlan for the future with confidence. We offer a 401(k) with a 4% company match.
- Equity plan We offer every Rainmaker an equity option plan so we can all benefit from our success.
- Rain Cards We want Rainmakers to be knowledgeable about our core products and services. To support this mission, we issue a card for our team to use for testing.
- Health and Wellness High performance begins from within. Rainmakers are welcome to use their card for eligible health and wellness spending like gym memberships/fitness classes, massages, acupuncture - whatever recharges you!
Team summits Summits play an important role at Rain! Time spent together helps us get to know each other, strengthen our relationships, and build a common destiny. Expect team and company off-sites both domestically and internationally.
