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Training Manager



Reno, NV, USA
Posted on Wednesday, July 3, 2024

About Figure

Figure is revolutionizing financial services with its disruptive, scaled, and rapidly expanding technology platform. By capitalizing on the loan origination activities on its platform and extensive network of partners, Figure is poised to deliver and scale new products that enhance efficiency and transparency in the industry. Through the integration of cutting-edge technology, Figure’s platform fosters more transparent and efficient capital markets, bolstered by the growing pool of assets originated on its platform. This transformational journey is fueled by a dedicated team at Figure, characterized by their drive, innovation, collaboration, and passion for building from scratch. We value individuals who bring an entrepreneurial mindset to every task and will embrace our culture of innovation.

Every day at Figure is a journey in continuous learning yet a daily focus on getting work done that makes a difference. Join a team of proven leaders who have already created billions of dollars in value in the financial technology space.

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About the Role

Figure is seeking a dedicated Operations Training Manager to join our team. As an Operations Training Manager, you will be responsible for developing and implementing comprehensive training programs for our omni-channel contact center operations. You will play a crucial role in ensuring that our contact center agents and leadership are equipped with the knowledge, skills, and tools needed to deliver exceptional customer service across all communication channels. If you have a passion for training and development, along with proven experience in contact center operations, we invite you to apply.

What You’ll Do

  • Develop, implement, and continuously improve training programs for contact teams across all communication channels.
  • Design and deliver onboarding programs to ensure new hires receive comprehensive training on company policies, procedures, products/services, and customer service skills.
  • Collaborate with Operations, Quality Assurance, Recruiting and Human Resources teams to identify training needs and development
  • Lead and manage a team of Training Specialists providing guidance, training, and performance feedback aligned with business objectives and performance metrics.
  • Oversee the utilization of instructional design principles and creation of engaging and effective training materials, including manuals, presentations, e-learning modules, and job aids.
  • Oversee training sessions, workshops, and simulations led by Training Specialists to educate contact center staff on effective communication techniques, customer handling strategies, and system usage.
  • Conduct training sessions, workshops, and simulations as needed to educate contact center staff on effective communication techniques, customer handling strategies, and system usage.
  • Monitor and evaluate the effectiveness of training programs through assessments, feedback surveys, and performance metrics analysis.
  • Provide coaching and feedback to trainers and trainees to ensure continuous improvement in training delivery and performance.
  • Stay informed about industry trends, best practices, and technologies related to contact center operations and training methodologies.
  • Collaborate with IT and operations teams to ensure training materials and systems are up-to-date and accessible for training purposes.

What We Look For

  • Bachelor’s degree in Business Administration, Education, Communications, or a related field.
  • Minimum 3 years of experience in training and development, with a focus on contact center operations and omni-channel customer service.
  • Proven experience in designing and delivering training programs, preferably in a fast-paced and dynamic environment.
  • Strong understanding of adult learning principles, instructional design methodologies, and training evaluation techniques.
  • Excellent presentation, facilitation, and communication skills, with the ability to engage and inspire trainees.
  • Ability to work collaboratively across departments and influence stakeholders at all levels of the organization.
  • Strong organizational skills with attention to detail and the ability to manage multiple projects simultaneously.
  • Proficiency in Google Suite and training software/tools (e.g., learning management systems).
  • Knowledge of contact center operations and customer service best practices
  • Experience in team management/supervision
  • Familiarity with contact center technologies (e.g., CRM systems, workforce management tools).
  • Experience with remote training delivery and virtual classroom platforms.
  • Certification in Training and Development (e.g., ATD Certified Professional in Learning and Performance, CPTM).

Benefits and Perks

  • Competitive salary and growth opportunities
  • Company quarterly performance based bonus
  • Equity stock options package
  • Employer funded comprehensive health, vision, dental insurance and wellness program for employees and their dependents
  • Employer funded life and disability insurance coverage
  • Company HSA, FSA, Dependent Care, 401k, and commuter benefits
  • Up to 12 weeks paid family leave
  • In office, remote, and hybrid work location options
  • Home office and technology stipend for those working outside of a traditional office more than 75% of the time
  • Flexible time-off plan to empower employees to take the time off that they want and need
  • Continuing education reimbursement
  • Routine Team swag deliveries!

For CO, NY, CA, and WA residents, the salary range is $70,400 - $88,000 with up to a 25% Bonus and Equity. Actual compensation may vary based on individual candidate experience and location.

Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and Prospective Employee Privacy Notice for further information. By submitting your application, you are agreeing and acknowledging that you have read and understand the above notice.

Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

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