Manger, Learning and Development

Bilt

New York, New York, United States

New York, New York, United States

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About

What's the role? As Manager of Learning and Development here at Bilt, we're seeking a dynamic and results-driven L&D professional to lead the training and development of new customer service representatives. This role is critical to Bilt's customer experience success, requiring someone who can quickly master our complex product offerings, train others effectively, and identify performance issues early. You'll be responsible for the entire training lifecycle - from onboarding through nesting - while working closely with our Quality Assurance team to ensure customer service agents meet and exceed performance standards.
In this role, you will…

Deliver comprehensive training programs for new hire remote agents through our Learning Management System (LMS), conducting live virtual sessions on product knowledge, customer service skills, and company systems.

Develop and maintain training materials, including courses, job aids, and assessments while staying current as a product expert on Bilt's evolving offerings and updates

Monitor agent progress during training and nesting phases, providing real-time feedback, coaching, and ad hoc support to address performance concerns and skill gaps

Partner closely with the CX Quality Assurance team to align training with quality standards, review QA scorecards, coordinate retraining efforts, and participate in calibration sessions

Make critical performance decisions by identifying underperforming agents early, documenting concerns, recommending terminations when necessary, and recognizing high-potential talent

Assess training effectiveness through data analysis of performance metrics, call observations, and testing to continuously improve programs and ensure agent readiness for production

Who are you....

A fast learner with excellent judgment who thrives on mastering complex products and can quickly assess agent potential, making tough decisions when necessary to protect the business and training cohort

A natural coach with strong emotional intelligence who balances supportive relationships with firm accountability, delivers constructive feedback effectively, and reads people well to gauge engagement and identify red flags early

Highly adaptable and resourceful under pressure, able to pivot training approaches mid-session, think on your feet when faced with unexpected questions or technical issues, and remain calm and professional

Data-driven and collaborative, using performance metrics and quality data to continuously improve training programs while actively partnering with QA and operations teams to exchange insights

Self-motivated and organized in a remote work environment, managing your time effectively while training multiple cohorts and balancing competing coaching responsibilities

In terms of qualifications, we're seeking...

2-3 years of experience in customer service or contact center environments

2+ years in a training, coaching, or team lead role, and in a remote setting

Proven experience with Learning Management Systems (LMS) for content delivery and tracking

Demonstrated ability to train on complex, multifaceted products or services

Experience working with Quality Assurance teams and incorporating feedback into training programs

Benefits:

Compensation - We offer a competitive salary with a meaningful stake in the company via equity and our performance bonus program.

Medical Insurance (for you and your loved one) - We offer a variety of different subsidized medical plans (with dental and vision), including a free HDHP with a company-sponsored HSA contribution. We have you covered from Day 1.

Wellness Benefits - Enjoy a One Medical Membership, Wellhub (Gympass) Access, family planning programs and more, on us.

401k plan with a match - Retirement may feel more like a pipe dream than a reality but we're here to help you get there.

Commuter FSAs - We believe the best ideas come from being together in one place. We just don't think getting there should be so expensive.

UNLIMITED PTO - Because we believe that working hard shouldn't mean always working. Take time for yourself as often as you need it.

Exclusive Employee only Bilt Points - We give our employees unique opportunities to earn points throughout their time at Bilt.

Team Events - We believe in human connection so we hold events to help our employees break from the monotony of the typical work week.

At Bilt Rewards, we believe in transparency and we do our best to make sure the company and our candidates are on the same page as it relates to compensation. In addition to posting salary ranges for our open roles, candidates should expect to be asked about compensation expectations and requirements early on in their interview process. Our goal is to highlight when expectations and Bilt's salary range may be out of sync, and work with the candidate to determine whether it makes sense to continue conversations.
We are considering candidates with differing levels of expertise for this position. Leveling will be based upon your experience and performance in the interview process.
Where a new hire falls within a range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Bilt's bands are designed to allow for individual compensation growth within the role. As such, new hires typically start at the lower end of the range. Bilt rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.
The salary range for a Manager, Learning and Development is $85, ,000 and will be eligible for equity and an annual performance-based bonus.

New York, New York, United States

Languages

English

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