Training and Instructional Design Manager (Customer Operations)

Too many people in the U.
S.
continue to be left behind by traditional financial services institutions.
At Stash, an investing app for more than 2 million active subscribers, we're on a mission to address that reality by empowering people to invest and build better lives.
We're turning money into a source of hope and opportunity and giving our customers the confidence to take charge of their money and financial future.
It's an exciting time to be a Stasher! Bolstered by a new slate of world-class leaders and a fresh round of financing, we're headed into our next phase of growth with momentum.
We've implemented product enhancements that make it easier for individuals to start their financial journey with us, and operational changes to help us deliver for and support our customers with optimal speed, rigor, and transparency.
Also in the past year, Stash launched its groundbreaking back-end infrastructure, Stash Core, allowing the company to exceed 70% in gross margin as it marches towards profitability.
What You'll Do Develop educational and training materials for customer service agents, such as digital presentations, how-to articles, and instructional videos Work directly with BPO partner to schedule training sessions on various topics and prepare to support new agent training Create and maintain communications channels with customer service agents and coaches including weekly newsletters Be proactive in identifying trends and patterns in customer problems and agent knowledge gaps to identify areas for improvement Measure the effectiveness of training sessions and prepare progress reports Ensure the appropriate learning content is fully up to date and fit for business purpose Ensure that you are able to use a variety of learning methodologies, techniques, concepts, learning tools, technologies and practices to ensure the maximum effectiveness of learning and facilitation objectives Ensure that you always act as a role model and create a positive and professional learning and facilitation experience that learners can aspire to Have a constant focus on continuous improvement of training by feeding learnings, observations and suggestions back into the learning cycle Continue providing feedback and peer support to the Customer Operations team on areas of improvement for process, KBs, Macros, and other tools or systems as needed Who We're Looking For 3-5 years of experience in instructional design or training creation environment Effective teaching and communication skills - both verbal and written Experience in delivering and facilitating learning & development programs and initiatives A sound understanding of best in class customer service practice and standards in a fast paced environment across multiple channels Experience in delivering learning activities that focus on developing and growing knowledge, skills and behaviors required to deliver great customer service Experience in identifying learning & development needs within an operational environment A passion for solving problems and creating a quality customer experience A friendly demeanor and a solutions-oriented approach The belief that the customer always comes first #LI-REMOTE Our Commitment to Diversity, Equity, and Inclusion We proudly celebrate the unique qualities that make you you, 365 days a year, and not just because it's the right thing to do or good for business.
We embed the principles and practices of diversity, equity, and inclusion (DEI) into all that we do to prioritize people, a Stash core value, and to ensure Stashers of all backgrounds and experiences can be their authentic selves.
We are also proud to be the first and only venture-backed fintech to join the CEO Action for Diversity & Inclusion™, and as an Equal Opportunity Employer, Stash is committed to building an inclusive environment for people of all backgrounds.
If you require any reasonable accommodations to make your application process more accessible, please reach out to recruiting@Stash.
com.
Helping You Invest in Yourself Comprehensive total rewards package, comprising compensation (base salary, equity, and depending on level, an annual bonus) and health care benefits Complimentary subscription to Stash+ account Remote-first work policy – Live and work where you feel the most productive, whether that is in your home, in an office (including our NYC and London offices), or a combination of both, anywhere in the US or UK Flexible PTO Annual learning and development reimbursement benefit Work-from-home equipment stipends; home internet subsidy Paid Parental Leave (offerings for birth giving and non-birth giving parents) Primary & Secondary Enhanced health and wellness benefits through One Medical, Gympass, and Maven Health Opportunities to participate in Stash Gives, our charitable giving and volunteerism program, powered by Millie, with an annual company match External Recognition for Stash Benzinga's 2023 Best Brokerage for Beginners and Best Robo-Advisor Awards Qorus-Accenture's 2023 Banking Innovation Awards USA Today and Statista's 2023 Top 500 Best Financial Advisory Firms Comparably's Best Company Awards: Best Places to Work, Best Company Outlook, and Best Engineering Team for Diversity, Women, Culture, and more! (2023) Fintech Breakthrough Award: Best Personal Finance App (2023) BuiltIn's Best Places to Work (2022, 2021, 2020, 2019) Forbes Fintech 50 (2021, 2020, 2019) Best Digital Bank, Finovate Awards (2020) Tearsheet Challenge Awards, Best Banking Card Product - Stock-Back® Card, 2020 LendIt Fintech Innovator of the Year (2020, 2019) Salary Range: $95,195-$142,792 The base salary range represents the reasonably anticipated low and high end of the salary range for this position.
Actual salaries will vary and will be based on various factors, such as the candidate's qualifications, skills, experience and competencies, as well as internal equity and alignment with market data for companies of our size and industry.
**No recruiters, please**