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Bilt · 1 day ago

Manger, Learning and Development

United States

Full-time

Remote

Entry, Mid Level

$85K/yr - $95K/yr

2+ years exp

Bilt is the loyalty program for renters, transforming rent payments into valuable rewards while connecting members with exclusive Neighborhood Benefits™. The Manager of Learning and Development will lead the training and development of new customer service representatives, ensuring they are well-prepared to deliver exceptional customer experiences.

FinTechLoyalty ProgramsReal EstateRental Property

Responsibilities

Deliver comprehensive training programs for new hire remote agents through our Learning Management System (LMS), conducting live virtual sessions on product knowledge, customer service skills, and company systems

Develop and maintain training materials, including courses, job aids, and assessments while staying current as a product expert on Bilt's evolving offerings and updates

Monitor agent progress during training and nesting phases, providing real-time feedback, coaching, and ad hoc support to address performance concerns and skill gaps

Partner closely with the CX Quality Assurance team to align training with quality standards, review QA scorecards, coordinate retraining efforts, and participate in calibration sessions

Make critical performance decisions by identifying underperforming agents early, documenting concerns, recommending terminations when necessary, and recognizing high-potential talent

Assess training effectiveness through data analysis of performance metrics, call observations, and testing to continuously improve programs and ensure agent readiness for production

Qualification

Learning Management SystemsTrainingCoachingCustomer service experienceQuality Assurance collaborationData analysisEmotional intelligenceAdaptabilitySelf-motivation

Required

2-3 years of experience in customer service or contact center environments

2+ years in a training, coaching, or team lead role, and in a remote setting

Proven experience with Learning Management Systems (LMS) for content delivery and tracking

Demonstrated ability to train on complex, multifaceted products or services

Experience working with Quality Assurance teams and incorporating feedback into training programs

Benefits

Medical Insurance (for you and your loved one) - We offer a variety of different subsidized medical plans (with dental and vision), including a free HDHP with a company-sponsored HSA contribution. We have you covered from Day 1.

Wellness Benefits - Enjoy a One Medical Membership, Wellhub (Gympass) Access, family planning programs and more, on us.

401k plan with a match - Retirement may feel more like a pipe dream than a reality but we’re here to help you get there.

Commuter FSAs - We believe the best ideas come from being together in one place. We just don’t think getting there should be so expensive.

UNLIMITED PTO - Because we believe that working hard shouldn’t mean always working. Take time for yourself as often as you need it.

Exclusive Employee only Bilt Points - We give our employees unique opportunities to earn points throughout their time at Bilt.

Team Events - We believe in human connection so we hold events to help our employees break from the monotony of the typical work week.

Company

Bilt

Bilt is a housing and neighborhood commerce network that transforms spend into rewards and benefits for everyone involved, and the first program to allow members to earn rewards on rent and HOA payments while building a path to homeownership.

Founded in 2021

New York, New York, USA

51-200 employees