About the roleChime is building a world-class Member Services organization, and the quality of that experience starts long before a member ever reaches an agent. It starts with how well that agent was trained. We're creating this role to raise the bar on two things at once: how consistently training gets delivered across our partner network, and how accountable our BPO partners are for delivering it well. As our Sr. Training Lead, you'll own training governance for Operations and Member Experience, spend real time in the classroom at our vendor sites training new hire agents yourself, and hold our partners' training teams to a higher standard than they've been held to before.
This is a new role on our Learning, Training, and Content Operations team. It's remote, with approximately 30% domestic and international travel to our BPO partner sites.
In this role, you can expect to- Own training execution across our lines of business, ensuring BPO trainers are facilitating our programs and content as expected, that agents are receiving the support they need during new hire training, that agents are completing training on time, and provide feedback to the Learning team about opportunities.
- Guide a group of BPO master trainer contractors to drive training excellence with BPO training teams.
- Travel to our partner sites roughly 30-40% of the time and train in the room, facilitating new hire classes, delivering Train-the-Trainer ahead of site launches and major releases, and co-facilitating alongside BPO trainers so you see delivery quality firsthand instead of reading about it.
- Own trainer effectiveness at our BPOs end to end, including trainer certification and recertification, training lead calibration, a real observation and coaching cadence, and the decision about who is cleared to teach a Chime class.
- Hold our BPO partners accountable for training delivery the way a vendor manager would: build the scorecard, run the governance cadence with partner training leadership, bring the data to business reviews, and drive corrective action plans when a site misses.
- Measure what matters, using graduation rates (overall and on-time), nesting performance, speed to proficiency, trainer certification rates, and early-tenure quality and performance to find where delivery is breaking down and fix it.
- Partner closely with Learning, Content, Quality, Workforce Management, Partner Operations, and LOB Operations so that launches land on time and agents are ready on day one.
- Diagnose the gaps in how we train today and partner to rebuild the standard, bringing a point of view on what good looks like rather than waiting for it to be defined for you.
To thrive in this role, you have- 7+ years in training, learning, or talent development within a contact center, BPO, or other high-volume service environment, including hands-on facilitation of new hire classes for frontline agents. You are still comfortable in front of a room.
- Proven experience managing outsourced or BPO partners and holding them accountable for outcomes, including building performance metrics, governance frameworks, scorecards, and corrective action mechanisms. You've had the hard conversation with a vendor and kept the relationship.
- Experience building training governance from the ground up: certification and train-the-trainer programs, facilitation standards, observation and coaching models, and the documentation that makes them hold up over time and under audit.
- Strong coaching skills with other trainers, and the judgment to tell the difference between a content problem, a facilitation problem, and an operations problem.
- Comfort with data, with the ability to evaluate program effectiveness, identify trends across sites and vendors, and translate what you find into business requirements and decisions.
- The ability to influence without authority across internal stakeholders and external partners at every level, from a trainer on the floor to a partner's site leadership.
- Willingness to travel domestically and internationally approximately 30-40% of the time. Experience in financial services, fintech, or another regulated environment is a plus.
#LI-Onsite #LI-LB1
Below is the base salary offered for this role and level of experience. Full-time employees may also be eligible for bonus(es), competitive equity, and benefits. For commissioned roles, the base salary listed in this job description does not include incentive/variable pay. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.
Wage Notice
$130,000-$180,000 USD
What we offer for our full-time, regular employees- Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you're coming in regularly or are part of our fully remote program, you'll stay engaged with your work and teammates.
- Benefits that support your work and life, including backup child, elder, and pet care and subsidized commuter benefits for eligible employees.
- Comprehensive health, financial, and wellbeing benefits designed to support you at every stage of life.
- Generous vacation policy and company-wide paid days off
- 1% of your time off to support local community organizations of your choice
- Annual wellness stipend to use towards eligible wellness related expenses
- Up to 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
- Access to family planning reimbursement
- ♥ A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress
We know that great work can't be done without a diverse team and inclusive environment. That's why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.
