Senior Manager, Training

United States /
Operations – Care team /
Permanent full time
Papa and our Papa Pals represent a new category of care, to quite literally meet our members where they are. Social determinants of health, including the public health crisis that is loneliness,  have huge impacts on people’s health, and on their lives. The Papa team and our tens of thousands of Papa Pals are here to provide companionship, support, and care to millions of families.

Backed by amazing partners, Papa has raised $240M in funding. Our investors include SoftBank Vision Fund 2, TCG, Tiger Global Management, Canaan, Comcast Ventures, Pivotal Ventures (Melinda Gates’ fund), Initialized Capital, Sound Ventures (Ashton Kutcher’s fund), YCombinator, Operator Partners, and Magnify Ventures.

Papa, Inc. is an equal opportunity employer. We proudly support the ParityPledge® for gender and/or racial parity at the highest levels of business.

About the Role:

The Senior Manager, Training and Development is a key member of the Customer Care leadership team. In partnership with Care Center leadership, he/she will help set and execute Papa’s vision and strategy for learning and development across the Care Center organization. The Senior Manager continuously focuses on delivering training and knowledge management content that will help deliver world class customer experience. This role is responsible for providing leadership and strategy that support our initiatives to drive customer satisfaction through all customer interactions. The Senior Manager will develop an industry leading new hire experience in a virtual setting and foster continuous training improvements by leveraging assessments and KPIs that focus on experience.  With the goal of creating a holistic learning experience for all Care Center teams, the Senior Manager maximizes available technology and resources to develop and maintain a full suite of training programs in the areas of onboarding, new product and services, compliance, and leadership development.    

The Senior Manager must ensure consistency and collaboration with key stakeholders on all new hire and recurring training needs of the business to support the organizational goals.  The Senior Manager will also be responsible for developing professional curriculums, learning modules, job aides, and development of knowledge management articles.

The Senior Manager will assess the needs of the business, maintain, develop training plans, and effectively facilitate training programs. The Senior Manager of Training is a systematic thinker, innovative, passionate leader with exceptional  organizational and time management skills to effectively execute, lead, and facilitate program and process improvement. The Senior Manager ensures satisfaction and retention by measuring ROI on training and regularly assessing training effectiveness. This position makes informed decisions about the best ways to identify competency gaps among individual employees, specific job categories, or groups/teams.

Essential Job Functions:

    • Provide vision, direction, leadership, and execution of the best-in-class training for new and current employees within the Care Team.
    • Develop comprehensive professional training curriculums for a virtual environment with heavy emphasis on learner engagement, interactivity, assessments, and training experience that yield better knowledge retainment and world class customer experience. 
    • Develop training modules, job aides, and other training related materials for the Care Center. 
    • Recruit, coach, champion, inspire, and develop a high performing team ensuring that team members are resourced to do their best work.  Lead the team to think and act in new ways in providing exceptional experience to all employees and customers.  
    • Conduct and develop  training needs assessment process; including appropriate and effective delivery methods
    • Collaborate and manage internal relations across departments to identify training needs, learning behaviors and principles in order to provide best in class experience. 
    • Respond and resolve training concerns and questions from unit leaders on process and application of training programs
    • Use qualitative and quantitative data from knowledge management, QA evaluations, consumer surveys, and KPIs to assess and drive training to improve customer satisfaction and improve agent performance/experience. 
    • Work directly with senior leadership on a regular basis to define care center training needs.
    • In partnership with the Instructional Designer, lead the design and documentation for existing and future workflows.
    • Maintain a proper training calendar and manage resources to align with Care Center training requirements.
    • Create a roadmap of the activities required to maintain and develop training materials, coordinate training schedules, plan for training events, and other training-related tasks
    • Assess the course program's return on investment (ROI) by measuring training cost and outcomes
    • Ownership of knowledge management solution and content to ensure team members are able to efficiently self-serve the information they need to answer questions they may have
    • Ability to work efficiently in a fast paced environment with multiple projects and  deadlines

Knowledge & Skill:

    • Hands on experience with curriculum and training module development
    • Ability to assess and develop workflows
    • Depth of practical experience in both technical and non-technical training
    • Strong presentation and public speaking abilities
    • Working knowledge of LMS solutions 
    • Excellent verbal, written and impersonal communication skills
    • Proven leadership skills and the ability to mentor and train others
    • Ability to understand the service, quality, cost, and end-user/client satisfaction implications of operational decisions
    • Ability to apply advanced analytical capabilities where problems are unusual, difficult, conflicting and require multidimensional consequence analysis
    • Thorough understanding of large contact center operations and training 
    • Customer focused, detail oriented, and adaptive leader with the ability to maintain a positive attitude in a fast-paced work environment
    • Flexible schedule, willing to work off­ hours and weekends, and some holidays

Education & Experience Requirement:

    • 5-7 years of experience managing a training team within a contact center
    • Bachelor’s degree in Adult Education, Human Resources, or related field preferred
    • Bilingual in English/Spanish Preferred

Papa’s culture is People-first. While we have an incredible team of hard working Papa people, at the end of the day, our company is really about family and community – and we celebrate that among our employees. We encourage everyone to truly bring their whole authentic selves to work. To be transparent. To be non-hierarchical. And, above all, to be a really good person. 

We see ourselves as a place where every Papa employee feels they belong, a place where careers flourish, a place that brings back purpose and joy to work, a culture where visionaries/entrepreneurs are developed.
Papa’s mission is at the core of our total rewards philosophy wherein we attract and retain high potential talent aligned with our journey. We offer gender neutral and inclusive parental leave policies that offer up to 16 weeks of 100% paid parental leave. We immensely value the benefits of a flexible workplace, while designing remote-first principles we ensured that Papa people feel psychologically safe about their career interests while being remote.

Beyond benefits: We want to take care of the whole employee and their families. To stay true to this commitment, we offer family care leave in addition to a generous paid time off policy, 401(k) match up to 4%; family forming support through access to Carrot; emotional health support tools through our medical plans such as Ginger, Happify ; access to women’s leadership network CHIEF to our senior women leaders and a host of events through a monthly culture calendar that enable emotional connectedness in a remote work environment.