Customer Care Ctr – NV

Description

Job Title: Learning & Development Manager – Customer Care

Location: Las Vegas, Nevada

Reporting to: Head of HR & People Operations – US

Who We Are:

Sunbit builds financial technology for real life. Our technology eases the stress of paying for life’s expenses by giving people more options on how and when they pay. Founded in 2016, Sunbit offers a next-generation, no-fee credit card that can be managed through a powerful mobile app, as well as a point-of-sale payment option available at more than 20,000 service locations, including 1 in 3 auto dealerships, optical practices, dentist offices, veterinary clinics, and specialty healthcare services. By introducing a flexible way to pay over time, we are proud of our ability to lift up service providers and retailers while helping consumers when necessary expenses arise… regardless of whether they were expected or unexpected. Sunbit was included on the 2022 Inc. 5000 list. The financial technology company has also been named as a Most Loved Workplace®, Best Point of Sale Company, and as a Top Fintech Startup by CB Insights. We use cutting-edge innovations in financial technology to bring leading data and features that allow individuals to be qualified instantly, making purchases at the point-of-sale fast, fair and easy for consumers from all walks of life. We create value focused on our core values; we work tirelessly to ensure that Sunbit becomes available to everyone, everywhere.

Sunbit is proud to be recognized on the CB Insights List of Unicorn Companies, with a valuation of $1.1B. (https://www.cbinsights.com/research-unicorn-companies)

The Role:

Sunbit is seeking an experienced Learning & Development (L&D) Manager to design, implement, and oversee training programs for our Customer Care Center. This role is crucial in ensuring that our Customer Care team is equipped to support our customers, merchants, and partners in an effective and compliant manner. The ideal candidate will have extensive experience in training call center agents, leading training teams, and developing compliance-driven training programs, preferably within the finance industry.

Requirements

What you’ll be doing:

Training Strategy & Development

• Assess training needs for new and existing employees, identifying competency gaps.
• Design, develop, and implement scalable training programs tailored to the Customer Care Center.
• Create training models that align with regulatory and compliance requirements, particularly in finance.
• Develop training aids, including manuals, guides, and interactive e-learning content.
• Deliver training sessions to new hires and existing agents.
• Ensure alignment of training strategies with business objectives and customer experience goals.
• Assist People team with L+D training programs and initiatives for non-Customer Care employees.

Training Execution & Delivery

• Lead and facilitate training programs using varied learning methods, including classroom instruction, virtual training, and on-the-job coaching.
• Map out individualized training plans for employees to enhance performance and career growth.
• Train, mentor, and develop a team of trainers to ensure high-quality training delivery.
• Engage with subject matter experts to enhance instructional design and training relevance.

Compliance & Quality Assurance

• Ensure training programs meet compliance and regulatory standards, particularly in the financial industry.
• Develop and apply assessment tools to measure training effectiveness and employee proficiency.
• Track and report training outcomes, using data-driven insights to optimize training programs.
• Maintain accurate employee training records in accordance with compliance requirements.

Collaboration & Stakeholder Engagement

• Partner with internal stakeholders to align training programs with organizational needs.
• Communicate training options and provide feedback to program participants and management.
• Establish and maintain relationships with external training providers and industry experts.
• Handle logistics for training activities, including venue coordination and technology setup.

What you Bring to the Table:

• 10+ years of experience in employee instruction and training, with at least 3+ years in a leadership role overseeing Trainers/L&D professionals.
• Extensive experience in training high-volume, hourly employees; ideally within a call center or customer care environment.
• Strong knowledge of training methodologies, learning theories, and instructional design principles.
• Expertise in LMS platforms, preferably Workramp and Traliant.
• Familiarity with SCORM training and competency assessment frameworks.
• Strong understanding of financial industry compliance requirements related to customer interactions.
• Ability to create and foster an engaging and high-performance learning culture.
• Excellent communication, leadership, and project management skills.

The Perks:

• Join one of LA’s fastest growing startups (2023), A Most Loved Workplace, #576 on the 2023 Inc 5000 list, and Forbes Fintech 50 (2024) 
• Mission driven + empowered + collaborative
• Competitive pay and stock options
• Unlimited PTO
• Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
• Newly added HSA and Pet Insurance
• 401K Plan with Matching 
• Cell Phone Stipend 
• Casual Dress
• Open door policy / Open office floor plan
• Team based strategic planning + Team owned deliverables

Core Competencies for Success in Role:

• Serve others before self – Prioritize the needs of our dental practices and their patients ensuring that our services provide real value and support.
• Own the impact – Take full responsibility for the growth and success of your accounts, actively seeking opportunities to drive Sunbit’s usage and addressing any challenges proactively.
• Connect genuinely – Build and maintain strong relationships with key stakeholders – dentists, decision makers, and office managers to understand their goals and provide effective solutions.
• Act fast – Respond promptly to our partners and internal team members to maintain momentum, resolve issues quickly, and seize opportunities as they arise.
• Include always – Collaborate closely with the operations team and other departments, fostering a welcoming environment.
• Innovate for good – Utilize Sunbit’s financial technology to help dental practices offer flexible payment solutions, ultimately benefiting both the providers and their patients.

Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees.