Role Overview
ID.me is seeking a dynamic and experienced Director of Training for our Member Operations organization. This pivotal role serves as the department head for all training programs and initiatives within Member Operations, including the onboarding of new hires and the continuous learning and development of specialized agents and supervisors.
The Director of Training will lead a talented team of approximately 10 trainers and content creators, ensuring that all training materials are up-to-date, effective, and engaging. A critical aspect of this role involves measuring and tracking performance and progression across all programs to ensure high productivity upon completion of training.
Key Responsibilities
- Develop, implement, and continuously improve training programs for the Member Operations organization
- Manage and mentor a team of trainers and content creators, fostering a culture of excellence and continuous learning
- Oversee the training calendar and allocate resources accordingly, ensuring efficient and effective delivery of training programs
- Create and execute a training roadmap to develop world-class training programs for Trusted Referees and General Support agents
- Direct the end-to-end development of virtual training courses, including script-writing, graphic design, video editing, and production
- Design and execute strategies for measuring trainee performance and program effectiveness, utilizing data to inform continuous improvement
- Collaborate with cross-functional teams to stay informed about new products and updates, translating complex technical product knowledge into simple, effective training materials
- Manage the development and maintenance of training content, ensuring materials are up-to-date, accurate, and engaging
- Foster a learning environment that supports the growth and development of both trainees and trainers
- Identify opportunities to automate training processes and introduce cutting-edge training tools and techniques to the existing training program
Qualifications
- Bachelor’s degree
- Minimum of 5+ years of experience in a training role, with at least 3 years in a leadership or management capacity
- Operational experience managing and driving the performance of an hourly workforce
- Proven track record of developing and executing successful training programs
- Strong leadership skills, with experience managing teams of trainers and content creators
- Excellent communication and presentation skills, with the ability to simplify complex technical information
- Proficiency in measuring and analyzing training effectiveness and making data-driven decisions
- Experience with digital training platforms and e-learning tools
- Ability to work cross-functionally and collaborate with teams across the organization
- Strong project management skills, with the ability to manage multiple projects simultaneously
- Passionate about fostering a culture of continuous learning and development
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