Shape agent success through dynamic training and continuous improvement
What You’ll Do
- Lead the planning and delivery of onboarding programs, managing scheduling, materials, and session logistics to ensure a seamless learning experience
- Deliver interactive, practical training that equips agents with the knowledge and confidence to perform effectively in Trust & Risk roles
- Collaborate with team leads to track new agent progress and support their transition from training to independent performance
- Partner with Trust & Risk specialists to detect gaps in understanding and quickly refine training content to address them
- Regularly review and update course materials to reflect the latest policies, procedures, and platform changes
- Measure training effectiveness using performance data and adjust approaches to improve outcomes over time
What We’re Looking For
- At least 3 years of experience in operational training or Trust & Risk functions, ideally supporting frontline teams
- Familiarity with eLearning platforms, Zendesk, Sigma, and spreadsheet tools like Excel or Google Sheets
- Understanding of adult learning principles and instructional design best practices
- Ability to thrive in fast-changing environments, adapt quickly, and deliver training even when content is evolving
- Willingness to learn on the fly, iterate based on feedback, and refine materials as policies mature
- Flexibility to work non-standard hours when necessary to meet team training demands
- Must be located in or near Phoenix, AZ, with ability to commute to the local hub as needed
Preferred Background
- Experience in large, diverse operational teams
- Background in startups, online marketplaces, or e-commerce environments
Work Environment & Culture
This role operates in a fast-paced, collaborative setting where initiative and impact are prioritized. The team values practical problem-solving, continuous growth, and staying closely connected to user experiences. In-person collaboration is encouraged for planning and team alignment, with flexibility to work remotely within commuting distance of the Phoenix hub.
Benefits & Support
- Generous time off and holiday policy
- Comprehensive health coverage: medical, dental, and vision
- Work-from-home support, including a home office stipend
- Monthly allowances for internet, mobile service, wellness, and childcare
- Annual family planning benefit and lifetime support for adoption or fertility
- 401k with employer match up to 4% of base salary
- Monthly budget to use and explore the company platform as both buyer and seller
- 16 weeks of paid parental leave with a month-long phased return option
Our Commitment to Inclusion
We are an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability, or other protected statuses under local law. We believe diverse perspectives strengthen our work and our culture.
