Training Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and mentor a team of Trainers responsible for delivering onboarding experiences to clients.

• Conduct regular one-on-one meetings, provide constructive feedback, assess KPIs, and assist in professional development.

• Create and execute a Quality Assurance framework to evaluate performance and promote continuous enhancements.

• Cultivate a collaborative team atmosphere focused on customer satisfaction and operational excellence.

• Design and implement enablement strategies that enhance team skills, knowledge, and performance levels.

• Organize team schedules, including managing PTO and holiday coverage.

• Identify operational challenges and collaborate with cross-functional teams to implement scalable solutions.

• Develop, maintain, and refine Standard Operating Procedures.

• Troubleshoot recurring technical issues in Salesforce, SFDC Scheduler, Zendesk, and Portal in conjunction with technical teams.

• Improve training materials and resources in partnership with cross-functional teams.

• Analyze performance data for both the team and customers to enhance the onboarding process.

• Implement training strategies that align with the company's objectives.

• Act as an escalation point for complex customer-related issues.

⛳️ Requirements

• A minimum of 3 years of professional experience in fast-paced settings such as startups, consulting, or technology.

• At least 2 years of direct management experience as a designated manager, leading small teams in a dynamic business environment.

• Demonstrated ability to manage and develop a team, achieving measurable performance enhancements.

• Practical problem-solving skills.

• Strong commitment to customer success and operational effectiveness.

• Excellent communication and teamwork skills.

• Ability to collaborate effectively across various teams.

• Comfort in navigating ambiguous, high-speed environments.

• A proactive and resourceful mindset.

• Intellectual curiosity coupled with a data-driven approach.

• Proficiency in analyzing performance metrics and initiating improvements.

• Familiarity with the dental industry or previous experience in dentistry is preferred.

• Experience in workforce management, including scheduling and capacity planning.

• Ability to foster a lively and engaging team culture.

• Legal authorization to work in the United States.

• No employer sponsorship or assistance will be provided to secure or maintain work authorization in the United States.

🏝️ Benefits

• Healthcare coverage.

• Dental insurance.

• Mental health resources.

• Parental planning assistance.

• Retirement savings options.

• Generous paid time off.

• Up to 20% travel for in-practice learning and Trainer support.