Director of Training, Member Operations

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.

Role Overview

ID.me is seeking a dynamic and experienced Director of Training for our Member Operations organization. This pivotal role serves as the department head for all training programs and initiatives within Member Operations, including the onboarding of new hires and the continuous learning and development of specialized agents and supervisors. 

The Director of Training will lead a talented team of approximately 10 trainers and content creators, ensuring that all training materials are up-to-date, effective, and engaging. A critical aspect of this role involves measuring and tracking performance and progression across all programs to ensure high productivity upon completion of training.

Key Responsibilities

• Develop, implement, and continuously improve training programs for the Member Operations organization
• Manage and mentor a team of trainers and content creators, fostering a culture of excellence and continuous learning
• Oversee the training calendar and allocate resources accordingly, ensuring efficient and effective delivery of training programs
• Create and execute a training roadmap to develop world-class training programs for Trusted Referees and General Support agents
• Direct the end-to-end development of virtual training courses, including script-writing, graphic design, video editing, and production 
• Design and execute strategies for measuring trainee performance and program effectiveness, utilizing data to inform continuous improvement
• Collaborate with cross-functional teams to stay informed about new products and updates, translating complex technical product knowledge into simple, effective training materials
• Manage the development and maintenance of training content, ensuring materials are up-to-date, accurate, and engaging
• Foster a learning environment that supports the growth and development of both trainees and trainers
• Identify opportunities to automate training processes and introduce cutting-edge training tools and techniques to the existing training program

Qualifications

• Bachelor’s degree
• Minimum of 5+ years of experience in a training role, with at least 3 years in a leadership or management capacity
• Operational experience managing and driving the performance of an hourly workforce
• Proven track record of developing and executing successful training programs
• Strong leadership skills, with experience managing teams of trainers and content creators
• Excellent communication and presentation skills, with the ability to simplify complex technical information
• Proficiency in measuring and analyzing training effectiveness and making data-driven decisions
• Experience with digital training platforms and e-learning tools
• Ability to work cross-functionally and collaborate with teams across the organization
• Strong project management skills, with the ability to manage multiple projects simultaneously
• Pas