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- Tasks: Lead training for the Trust & Risk team, enhancing skills and knowledge for customer interactions.
- Company: Whatnot is a leading livestream shopping platform redefining e-commerce with community and entertainment.
- Benefits: Enjoy flexible time off, health insurance, remote work support, and generous parental leave.
- Why this job: Join a fast-growing company where your impact on training can shape the future of commerce.
- Qualifications: 7+ years in training management, strong focus on customer satisfaction, and experience in diverse training modalities.
- Other info: Remote work available; must be near Phoenix, LA, SF, or NY hubs.
The predicted salary is between 132000 - 148000 £ per year.
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Join the Future of Commerce with Whatnot!
Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. We’re re-defining e-commerce by blending community, shopping, and entertainment into a community just for you. As a remote co-located team, we’re inspired by innovation and anchored in our values. With hubs in the US, UK, Ireland, Poland, and Germany, we’re building the future of online marketplaces—together.
From fashion, beauty, and electronics to rare collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone.
And we’re just getting started! As one of the fastest growing marketplaces, we’re looking for bold, forward-thinking problem solvers across all functional areas. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business, and bring people together through commerce.
Role
The Training Manager for the Trust & Risk team will be responsible for deeply understanding the skills required to thrive in our front line agent teams, executing a strategic approach to building those skills at pace and scale, and constantly evaluating where training tactics are succeeding or lagging. You will work closely with team members across different levels and tenures to bridge knowledge gaps, improve the quality and reliability of customer interactions, and drive efficiency within agent day-to-day operations. You will also be responsible for collaborating with, and supporting our external partner teams ensuring consistent process and quality across the enterprise.This is an excellent opportunity for a training professional with diverse experience in instructional design and building content.
- Continuously deepen your understanding of how customer and agent experiences intersect in order to deploy the strategies and tactics which will yield the largest impact
- Design and implement comprehensive training framework for the Trust & Risk team, including new hire onboarding and continuing education which is built for scale
- Drive a strategic transformation in our training function from teaching teams policies to teaching teams skills so that our teams are more adaptable to a fast-pacted, dynamic business environment
- Lead onboarding and training sessions for new hires on the Trust & Risk team, and regularly 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 the effectiveness of training programs. Regularly analyze training data to identify trends, assess knowledge retention and evaluate the impact of training on employee performance.
- Partner with our Vendor Management teams to ensure there is consistency across the enterprise with learning development and knowledge retention
- Build a centralized training repository to ensure consistency and accessibility of learning materials.
- Leverage LMS tools, knowledge bases, and AI-driven training solutions to automate and scale learning programs.
Team members in this role are required to be within commuting distance of our Phoenix, Los Angeles, San Francisco, or New York hubs.
You
Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.
A hungry individual looking to continue their career in a fast-paced, rapidly changing environment. Someone willing to take on any role or task, learn new skills, and be a part of building a great company.
- 7+ years of experience in training program management, L&D, or risk operations
- A strong focus on internal customers\’ needs and satisfaction, with an emphasis in demonstrating return on investment in training
- A player-coach mindset where you are as comfortable executing strategic tactics as you are developing them
- You have familiarity with working with large, diverse customer support, and operations organizations (preferred)
- Understanding of industry learning trends and best practices, adult learning theory, and instructional design principles
- Experience developing training in a variety of delivery modalities (virtual, hands-on/experiential, instructor-led, remote classroom, synchronous/asynchronous) for a variety of audiences
- You have knowledge of Learning Management Systems, Zendesk, data platforms such as Sigma, familiar with Excel/Google Sheets (Knowledge of SQL preferred)
- You have experience in startups, marketplaces, or e-commerce (preferred)
- You have worked within multichannel support operations (chat, email, sms, phone)
- Ability to adapt well to fast-paced environments with quickly changing circumstances, direction, and strategy
- You have the flexibility to occasionally work shifts, holidays, and outside of standard schedule
Compensation
$165,000/year to $185,000/year + benefits + equity.
The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits (more details below) or equity.
Benefits
- Flexible Time off Policy and Company-wide Holidays (including a spring and winter break)
- Health Insurance options including Medical, Dental, Vision
- Work From Home Support
- Home office setup allowance
- Monthly allowance for cell phone and internet
- Monthly allowance for wellness
- Annual allowance towards Childcare
- Lifetime benefit for family planning, such as adoption or fertility expenses
- All Whatnauts are expected to develop a deep understanding of our product. We\’re passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).
- 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.
EOE
Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
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Job function
Human Resources
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Industries
Technology, Information and Internet
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Training Manager, Trust & Risk employer: Whatnot
Contact Detail:
Whatnot Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Training Manager, Trust & Risk
✨Tip Number 1
Familiarise yourself with Whatnot's unique approach to e-commerce and community engagement. Understanding their business model will help you articulate how your training strategies can enhance customer interactions and agent performance.
✨Tip Number 2
Network with current or former employees of Whatnot, especially those in training or risk management roles. They can provide valuable insights into the company culture and expectations, which can be beneficial during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully implemented training programmes in fast-paced environments. Highlight your adaptability and how you've used data to drive improvements in training effectiveness.
✨Tip Number 4
Stay updated on the latest trends in instructional design and adult learning theory. Being able to reference current best practices will demonstrate your commitment to continuous improvement and innovation in training.
We think you need these skills to ace Training Manager, Trust & Risk
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in training program management, L&D, or risk operations. Use keywords from the job description to demonstrate that you meet the specific requirements for the Training Manager role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for training and development. Discuss how your experience aligns with Whatnot's mission and values, particularly your ability to adapt to fast-paced environments and your understanding of adult learning principles.
Showcase Relevant Skills: Emphasise your familiarity with Learning Management Systems and your experience in developing training across various modalities. Highlight any specific tools or platforms you've used, such as Zendesk or data analysis tools, to show your technical proficiency.
Demonstrate Impact: Provide examples of how your previous training initiatives have led to measurable improvements in employee performance or customer satisfaction. Use data or KPIs to illustrate your success in past roles, which will resonate well with Whatnot's focus on return on investment in training.
How to prepare for a job interview at Whatnot
✨Understand the Role
Before your interview, make sure you have a solid grasp of what the Training Manager for Trust & Risk entails. Familiarise yourself with the skills required for front line agent teams and how training can bridge knowledge gaps.
✨Showcase Your Experience
Be prepared to discuss your 7+ years of experience in training program management or L&D. Highlight specific examples where you've successfully implemented training strategies that improved customer satisfaction and operational efficiency.
✨Demonstrate Adaptability
Whatnot values individuals who thrive in fast-paced environments. Share instances from your past where you adapted to changing circumstances and how you managed to keep training effective despite those changes.
✨Engage with Their Values
Whatnot looks for candidates with a low ego and a growth mindset. During the interview, express your willingness to learn and take on various roles, showing that you align with their company culture and values.
