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Sales & Loyalty Training Manager

Richmond, VA

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built. So, we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no-ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities, and make a huge impact on the lives of all those that we protect. We don’t just want you to work here. We want you to grow and thrive here.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we relentlessly pursue our goal of ensuring everyone feels safe in their own home.

Job Description

As the Sales & Loyalty Training Manager, you will own the end-to-end training lifecycle for a growing organization of 100+ Sales and Loyalty agents, including both internal and BPO partners. From new hire onboarding to continuous upskilling and change communications, your work will directly impact agent effectiveness, customer satisfaction, and bottom-line performance. You’ll lead a cross-functional team of Training Facilitators, QA Analysts, and Instructional Design professionals and serve as the driving force behind scalable, strategic learning programs that empower both frontline agents and their leaders to succeed.

What You’ll Do

  • Lead and Evolve Training Programs: Oversee new hire training (internal and BPO), develop ongoing learning programs, and design upskilling opportunities tailored to agent and business needs across Sales and Loyalty.
  • Drive Operational Readiness: Own the rollout of training initiatives related to new products, service enhancements, or operational changes—ensuring high-impact communication and seamless agent adoption.
  • Champion Communication Tactics: Develop and refine best-in-class communication strategies to cascade important updates across the entire agent population—ensuring clarity, consistency, and engagement.
  • Coach the Coaches: Design and lead leadership development initiatives for frontline managers, team leads, and coaches to enhance feedback, coaching, and performance support capabilities.
  • Support Quality Excellence: Partner with Quality Assurance to close performance gaps through targeted training interventions, agent enablement, and behavior-based feedback loops.
    Mentor and Manage a High-Impact Team: Manage a direct team of 7, including 4 facilitators, 2 QA Analysts, and 1 Instructional Designer, and provide mentorship and leadership as they help execute the overall training strategy.
  • Collaborate Cross-Functionally: Partner with Sales, Loyalty, Product, Platform and Enablement stakeholders to stay ahead of business needs and co-create content that drives measurable impact.
  • Stay Hands-On: While the role is hybrid, it requires regular on-site presence to support in-person training programs and ensure high engagement with new hires and key initiatives.

What You’ll Need

  • Proven Training Experience: Proven success designing and delivering training across Sales, Loyalty, or customer-facing functions in fast-paced, high-growth environments.
  • BPO Enablement Know-How: Experience supporting external vendor partners or BPO teams in alignment with internal training strategies.
  • Strategic Thinking + Execution: Ability to balance big-picture program design with tactical rollouts and measurement.
  • Strong Communication & Change Enablement: Skilled in crafting clear, impactful communications and scalable training tools to drive behavior change.
  • Leadership Development Expertise: Demonstrated experience building programs that develop frontline leaders and elevate team coaching capabilities.
  • Contact Center Environment Familiarity: Deep understanding of metrics, coaching, and performance levers in inbound/outbound sales or retention teams.
  • Systems Experience: Familiarity with Learning Management Systems (LMS), content management platforms, or knowledge bases to support scalable training and agent enablement.
  • Growth Mindset: A passion for learning and optimizing. Comfortable testing, iterating, and improving in dynamic environments.
  • ​​Hybrid and On-Site Presence: Ability to work in a hybrid capacity, but with the flexibility to spend extra time on-site as needed for training initiatives.

What Values You’ll Share

  • Customer Obsessed - Building deep empathy for customers and developing strong, long-term relationships with them.
  • Aim High - Always challenging oneself and others to raise the bar.
  • No Ego - “no job too small” attitude, and open, inclusive and humble style.
  • One Team - highly collaborative approach to achieving success.
  • Lift As We Climb - A track record of investing in developing others and helping others succeed.
  • Lean & Nimble - working with agility and efficiency to experiment in an often-ambiguous environment.

**Must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.*
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.

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