Training Manager

About Figure

Figure is a trailblazer in financial services, utilizing its innovative technology platform to optimize loan origination activities. With a focus on efficiency and transparency, Figure is set to introduce and scale new products that enhance the industry landscape. Through cutting-edge technology integration, Figure's platform facilitates more transparent and efficient capital markets, supported by a growing pool of assets originated on the platform. This transformational journey is powered by Figure's dedicated team, known for their determination, creativity, teamwork, and commitment to innovation.

Every day at Figure presents an opportunity for continuous learning while keeping a sharp focus on impactful work. Be part of a team of accomplished leaders who have already generated significant value in the financial technology sector.

About the Role

Figure is currently seeking a committed Operations Training Manager to join its team. As an Operations Training Manager, your primary responsibility will involve developing and implementing comprehensive training programs for the omni-channel contact center operations. This role plays a vital part in ensuring that contact center agents and leadership are well-equipped with the necessary knowledge, skills, and tools to deliver exceptional customer service across all communication channels. If you have a passion for training and development, coupled with proven experience in contact center operations, we invite you to apply.

Responsibilities of the Position

• Develop and enhance training programs for contact teams across diverse communication channels continuously.
• Plan and execute onboarding programs to provide new hires with comprehensive training on company policies, operations, product/services, and customer service skills.
• Collaborate with Operations, Quality Assurance, Recruiting, and Human Resources teams to identify training needs and opportunities for development.
• Lead a team of Training Specialists, offering guidance, training, and performance feedback aligned with business goals and performance metrics.
• Supervise the application of instructional design principles, ensuring the creation of engaging and effective training materials such as manuals, presentations, e-learning modules, and job aids.
• Oversee training sessions, workshops, and simulations led by Training Specialists to educate contact center staff on communication techniques, customer handling strategies, and system usage.
• Conduct training sessions, workshops, and simulations as required to educate contact center staff on effective communication techniques, customer handling strategies, and system usage.
• Evaluate the effectiveness of training programs through assessments, feedback surveys, and analysis of performance metrics.
• Provide coaching and feedback to trainers and trainees for ongoing enhancement of training delivery and performance.
• Keep informed about industry trends, best practices, and technologies in contact center operations and training methods.
• Coordinate with IT and operations teams to ensure training materials and systems are updated and accessible for training purposes.

Qualifications Required

• Bachelor's degree in Business Administration, Education, Communications, or a related field.
• At least 3 years of relevant experience in training and development, with a focus on contact center operations and omni-channel customer service.
• Demonstrated ability in designing and conducting training programs, preferably in a dynamic and fast-paced environment.
• Profound knowledge of adult learning principles, instructional design methodologies, and training assessment techniques.
• Strong presentation, facilitation, and communication skills essential for engaging and motivating trainees.
• Ability to collaborate effectively across departments and influence stakeholders at all organizational levels.
• Outstanding organizational skills with attention to detail and the capability to manage multiple projects concurrently.
• Proficiency in Google Suite and training tools/software, such as learning management systems.
• Knowledge of best practices in contact center operations and customer service.
• Experience in team management/supervision.
• Familiarity with contact center technologies like CRM systems and workforce management tools.
• Experience with remote training delivery and virtual classroom platforms.
• Certification in Training and Development (e.g., ATD Certified Professional in Learning and Performance, CPTM).

Benefits and Incentives

• Competitive salary and growth prospects within the company.
• Quarterly performance-based bonuses.
• Equity stock options package.
• Comprehensive health, vision, and dental insurance coverage for employees and their dependents, along with employer-funded life and disability insurance.
• Benefits including HSA, FSA, Dependent Care, 401k, and commuter benefits.
• Up to 12 weeks of paid family leave.
• Options for in-office, remote, and hybrid work arrangements.
• Home office and technology stipend provided for those working outside a traditional office setting over 75% of the time.
• Flexible time-off policy allowing employees to take time off as needed.
• Reimbursement for continuing education.
• Regular Team swag deliveries!

For residents of CO, NY, CA, and WA, the salary range is $70,400 - $88,000 with up to a 25% Bonus and Equity. Actual compensation may vary based on individual candidate experience and location.

In accordance with federal regulations, Figure does not sponsor work visas for this position. All hired individuals will be required to verify identity and employment eligibility in the U.S. upon hire.