Training Program Manager, International Support

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 Program Manager for the International Support 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 driving 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 support 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-paced, dynamic business environment

Lead onboarding and training sessions for new hires on the 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 Dublin, Ireland hub.

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 support 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

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

  Care benefits

  Monthly allowance for wellness

  Annual allowance towards Childcare

  Lifetime benefit for family planning, such as adoption or fertility expenses

  Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally

  Monthly allowance to dogfood the app

  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!).

  Parental Leave

  16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.

  Please find our Whatnot Candidate Privacy Notice here.

  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.