Training & Operations Manager - Member Support

Company Overview

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 140 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 44 state government agencies, and 66 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