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Training & Operations Manager - Member Support

McLean, Virginia

Company Overview

ID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online.  The company empowers people to control their data through a portable and trusted login, which means they don’t need to create a new password when visiting sites that have the ID.me button.  ID.me’s digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states and over 600 corporations for secure identity proofing and verification.

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. In addition to helping people control their credentials and data, the company’s “No Identity Left Behind” initiative strives to expand digital access and inclusion for all people. The company offers multiple pathways to identity verification – online self-serve, live video chat agents, and in person.  ID.me is passionate about building a robust identity network that does not compromise access for traditionally underserved groups.

ID.me has received numerous awards including Deloitte’s 2023 Technology Fast 500, Washington Business Journal’s Fastest Growing Companies, Entrepreneur Magazine’s 100 Brilliant Companies and Wall Street Journal’s Startup of the Year finalist.  In recent quarters, ID.me announced it raised $132 million in Series D funding, led by Viking Global Investors with participation from CapitalG, Morgan Stanley Counterpoint, FTV Capital, PSP Growth, Auctus Investment Group, Moonshots Capital, and Scout Ventures. ID.me’s most recent round brings the total investment in ID.me to over $275 million since its founding in 2010.

Overview

ID.me is seeking a talented and highly-motivated Training Program Manager to join the team. In this role, you’ll be responsible for the end-to-end management of one or multiple training programs. This includes program creation, implementation, facilitation, management, and overall improvement.

Training Program Managers will quickly become subject matter experts across all of ID.me’s products and work streams, and will likewise leverage prior experience with data and root cause analysis to improve each training area.They should expect to spend the bulk of their time facilitating the training of new classes of 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.

Training Program Managers will work closely with our member support, operations, and quality assurance teams to improve ID.me’s training and deliver quality representatives who are highly skilled and fully prepared. Candidates should be fast learners and problem solvers who excel at cross-functional coordination, small team leadership, and operating in ambiguous environments.

If you love the fast-paced environment of a startup, the freedom to create and develop, and the opportunity to advance your career and skill set, then this is the kind of opportunity you’ve been looking for!

This opportunity is located on site at ID.me’s headquarters in McLean, Virginia (5 days/week) and is not able to be done remotely. 

Responsibilities

  • Lead and manage a small team (2-4) of trainers, as part of the larger Training Team
  • End-to-end ownership of training program(s), including new curriculum development, delivery, and assessment
  • Training management, including the scheduling and deconfliction of multiple training events and programs across the calendar year   
  • Change Management: Develop & implement change management strategies to ensure smooth transitions and adoption of new training approaches and initiatives.  
  • Subject Matter Expertise: Rapidly learn the product and company, developing expertise across all Member Support Representative topics and learning paths.
  • Onboarding: accelerate the path to proficiency for new hires and improve their retention post-training  
  • Cross-functional Collaboration: work collaboratively with cross-functional teams to ensure the successful delivery of training programs. Leverage expertise and resources from various departments to support program objectives.
  • Content Development: Lead the development and curation of training materials and resources for trainers. Ensure content is relevant, up-to-date, and engaging for the community.
  • Feedback & Improvement: Collect and analyze feedback from program stakeholders and trainees; use data-driven insights to continuously improve the quality and effectiveness of training programs and curriculums.
  • Stakeholder Engagement: Maintain relationships with key internal and external stakeholders, including Business Partner Operations training teams, Operations, Human Resources, and Recruiting.
  • Embody ID.me’s culture & values. 
  • Conduct quality assurance audits of training, and provide direct feedback on behavior and performance.
  • Own various administrative functions including reporting on training progress to leadership.

Qualifications

  • Bachelor’s degree or higher, and/or 5+ years experience in Learning & Development or training management, or relevant corporate training roles. 
  • 2+ years of people management experience, preferably in a corporate training or Learning & Development environment
  • 2+ years of program or project management experience, preferably in Agile work environments
  • Skilled in using data and metrics to drive improvements.
  • Experience in developing and implementing internal change and communication strategies
  • Ability to build strong relationships and work collaboratively with cross-functional teams
  • Highly organized with the ability to independently prioritize & execute
  • Strong written and verbal communication skills
  • Basic experience with graphic design and content creation (preferred but not required)
  • Advanced proficiency with MS Excel (preferred but not required)
    • IF, COUNTIF, Pivot Tables, VLOOKUP, SUM, AVERAGE, etc.

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.

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