Training Program Manager, International Support at WhatNot

Dublin, County Dublin, Ireland

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€100,000 – €130,000Compensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerce, Live Shopping, MarketplaceIndustries

Requirements

7+ years of experience in training program management, L&D, or support operations
A strong focus on internal customers' needs and satisfaction, with an emphasis on demonstrating return on investment in training
A player-coach mindset where you are as comfortable leading as doing the work
Low ego, a growth mindset, and leaning into action and high impact
Hungry individual looking to continue their career in a fast-paced, rapidly changing environment, willing to take on any role or task and learn new skills
Within commuting distance of our Dublin, Ireland hub

Responsibilities

Deepen understanding of how customer and agent experiences intersect to deploy strategies and tactics with the largest impact
Design and implement comprehensive training framework for the support team, including new hire onboarding and continuing education built for scale
Drive strategic transformation in training function from teaching policies to teaching skills for adaptability in a fast-paced environment
Lead onboarding and training sessions for new hires and 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 training effectiveness, analyze training data for trends, knowledge retention, and impact on employee performance
Partner with Vendor Management teams to ensure consistency across the enterprise with learning development and knowledge retention
Build a centralized training repository for consistency and accessibility of learning materials
Leverage LMS tools, knowledge bases, and AI-driven training solutions to automate and scale learning programs

Skills

Instructional Design

Training Program Management

Content Development

Performance Evaluation

Customer Support Training

Agent Operations

Process Optimization

Stakeholder Collaboration

Knowledge Gap Bridging

Quality Assurance

WhatNot

Online marketplace for authentic collectibles

About WhatNot

Whatnot.com operates as an online marketplace dedicated to collectibles, particularly focusing on items like Funkos and FiGPiNs. The platform ensures that every collectible listed is 100% authentic through a rigorous verification process that includes hand authentication, providing trust and security for both buyers and sellers. It caters to collectors and enthusiasts who seek a reliable space to buy and sell rare and exclusive items from popular franchises such as Marvel Comics and Star Wars. Whatnot.com distinguishes itself from competitors by charging low fees on sales and offering seller protection, which guarantees prompt and secure payments. The company's goal is to create a trusted environment for the growing community of collectible enthusiasts, facilitating safe and easy transactions for unique items.

Marina del Rey, CaliforniaHeadquarters

2019Year Founded

$728.7MTotal Funding

SERIES_ECompany Stage

Consumer Software, Consumer GoodsIndustries

501-1,000Employees