Training & Operations Manager - Member Support

Company Overview

ID.me is the next-generation digital identity network that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly log in across websites without having to create a new login or verify their identity again. 130 million members experience streamlined login and identity verification with ID.me at 16 federal agencies, 30 states, and 56 healthcare organizations. More than 600 consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships.

ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/.

Overview:

We are seeking an experienced and dynamic Training Operations Manager to quickly become subject matter experts across all of ID.me’s products and work streams, and will leverage prior experience with data and root cause analysis to improve each training area. A majority of your time facilitating the training of new classes for Member Support Representatives, conducting data-driven initiatives to pilot new training curriculums, leading training Management Development and execution (training schedules, policies, processes), monitoring and evaluating new hire performance, and exploring methods to maximize training efficiency and minimize cost. This role involves managing day-to-day operations of the training department, driving process improvements, and ensuring that our training initiatives are impactful, scalable, and aligned with the organization’s strategic goals.

This opportunity is located onsite at ID.me’s headquarters in McLean, Virginia or in Tampa, FL 5 days a week and is not able to be done remotely. 

Responsibilities: 

Team Leadership & People Management:

• Lead, mentor, and develop a team of training professionals
• Set clear performance expectations and provide regular feedback to team members, ensuring continuous professional growth and skill development
•  Foster a culture of collaboration, accountability, and innovation
•  Conduct regular one-on-ones, team meetings, and performance reviews to track progress and align on goals

Training Program Management:

•  Oversee the end-to-end delivery of training programs, ensuring all logistical, operational, and content-related aspects are handled effectively
•  Coordinate training schedules, resources, venues, and technology needs to ensure smooth execution of training events
•  Work closely with subject matter experts to ensure training content is relevant and aligned with business objectives

Process Improvement & Optimization:

•  Identify opportunities to streamline training operations, reduce costs, and improve the overall efficiency of training delivery.
•  Implement best practices for managing and tracking training initiatives, including the use of Learning Management Systems (LMS) and data-driven performance metrics.
•  Develop and maintain training calendars, budgets, and resource plans to ensure programs are delivered on time and within budget

Stakeholder Collaboration & Reporting:

•  Partner with operations leadership to assess training needs and develop tailored solutions for business priorities.
•  Track and analyze training effectiveness through surveys, feedback, and performance data, and report on key metrics to stakeholders
•  Provide strategic recommendations based on insights from training outcomes to improve future programs and processes

Training & Development Strategy:

•  Help shape the long-term vision for training and development, ensuring alignment with organizational goals and employee development needs
•  Stay up-to-date with the latest trends in learning and development, incorporating new methodologies and technologies into training initiatives as appropriate
•  Ensure that training programs support the professional growth of employees and improve overall organizational performance

Education and Experience:

• Bachelor’s degree or higher, and/or a minimum of 5 years experience in Learning & Development or training management, or relevant corporate training roles 
• Minimum of 2 years of people management experience required, preferably in a corporate training, Learning & Development or Operational environment
• Minimum of 2 years of program or project management experience required, preferably within an Agile work environment
• Proficiency in using Mac operating systems
• Proficiency in using Google Suite and/or Microsoft Office Suite
  • Advanced proficiency with MS Excel (IF, COUNTIF, Pivot Tables, VLOOKUP, SUM, AVERAGE, etc.) preferred
• Proven experience in using data and metrics to drive improvements
• Experience with with graphic design and content creation preferred 

Required Skills & Competencies:

• Excellent verbal communication and writing skills, with the ability to distill complex information into clear, engaging content
• Passion for fostering a culture of continuous learning and development
• Excellent interpersonal skills 
• Ability to work cross-functionally, leading collaboration as required with teams from across the organization.
• Strong program/project management skills, with the ability to manage multiple projects simultaneously focused on solving problems and delivering results
• Ability and willingness to work in-office five days per week 
• Ability to thrive in a fast-paced environment when there are changing priorities 
• Ability to be a detail-oriented team player with a strong, self-managing work ethic

ID.me applicants must be able to pass a background check including: criminal background and a review of credit reports (not credit scores).

ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.

Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.

ID.me participates in E-Verify.