[Hiring] Senior Training Lead @Chime Financial

Role Description

Chime is building a world-class Member Services organization, and the quality of that experience starts long before a member ever reaches an agent. It starts with how well that agent was trained. We're creating this role to raise the bar on two things at once: how consistently training gets delivered across our partner network, and how accountable our BPO partners are for delivering it well. As our Sr. Training Lead, you'll own training governance for Operations and Member Experience, spend real time in the classroom at our vendor sites training new hire agents yourself, and hold our partners' training teams to a higher standard than they've been held to before. This is a new role on our Learning, Training, and Content Operations team. It's remote, with approximately 30% domestic and international travel to our BPO partner sites.

In this role, you can expect to:

• Own training execution across our lines of business, ensuring BPO trainers are facilitating our programs and content as expected.
• Guide a group of BPO master trainer contractors to drive training excellence with BPO training teams.
• Travel to our partner sites roughly 30-40% of the time and train in the room, facilitating new hire classes.
• Own trainer effectiveness at our BPOs end to end, including trainer certification and recertification.
• Hold our BPO partners accountable for training delivery the way a vendor manager would.
• Measure what matters, using graduation rates, nesting performance, speed to proficiency, and early-tenure quality and performance.
• Partner closely with Learning, Content, Quality, Workforce Management, Partner Operations, and LOB Operations.
• Diagnose the gaps in how we train today and partner to rebuild the standard.

Qualifications

• 7+ years in training, learning, or talent development within a contact center, BPO, or other high-volume service environment.
• Proven experience managing outsourced or BPO partners and holding them accountable for outcomes.
• Experience building training governance from the ground up.
• Strong coaching skills with other trainers.
• Comfort with data, with the ability to evaluate program effectiveness.
• The ability to influence without authority across internal stakeholders and external partners.
• Willingness to travel domestically and internationally approximately 30-40% of the time.
• Experience in financial services, fintech, or another regulated environment is a plus.

Requirements

• Hands-on facilitation of new hire classes for frontline agents.
• Building performance metrics, governance frameworks, scorecards, and corrective action mechanisms.
• Creating certification and train-the-trainer programs, facilitation standards, observation and coaching models.
• Evaluating program effectiveness and identifying trends across sites and vendors.

Benefits

• In-office work policy designed to keep you connected - four days a week in the office and Fridays from home.
• Benefits that support your work and life, including backup child, elder, and pet care.
• Comprehensive health, financial, and wellbeing benefits.
• Generous vacation policy and company-wide paid days off.
• 1% of your time off to support local community organizations of your choice.
• Annual wellness stipend for eligible wellness-related expenses.
• Up to 22 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents.
• Access to family planning reimbursement.
• A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech.

Company Description

At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals.

We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do.