Nymbus · 5 hours ago
Digital Experience Center Training and Operational Success Manager
United States
Full-time
Remote
Mid, Senior Level
$60K/yr - $70K/yr
4+ years expNymbus is a leader in fintech, dedicated to reimagining banking through innovative technology. The Digital Experience Center Training and Operational Success Manager is responsible for designing and delivering training programs for banking contact center agents, ensuring they are well-prepared and engaged, while also promoting operational excellence and compliance in a regulated environment.
BankingFinancial ServicesFinTech
Responsibilities
Own the design, delivery, and continuous improvement of onboarding programs for new hires supporting financial institution customers and members
Lead the development and maintenance of ongoing training and continuous education programs for agents, supervisors, and leaders
Establish and manage recurring training cadences, including refresher training, certifications, and upskilling initiatives
Define and maintain role-based learning paths aligned to operational expectations, quality standards, regulatory requirements, and career progression
Partner with, guide, and enable the DXC Training Specialist in the execution of new hire onboarding and continuous training programs, ensuring consistency, quality, and alignment to DXC standards
Partner with DXC Leadership, Quality, and Compliance teams to translate audit findings, regulatory updates, and performance insights into training strategy and content
Own the lifecycle management of training materials, job aids, and knowledge base content, ensuring accuracy, consistency, and accessibility through Confluence
Measure, analyze, and report on training effectiveness using performance, quality, and customer experience metrics
Integrate motivation, morale-boosting, and positive reinforcement techniques into training programs to drive confidence, resilience, and engagement in a high-volume contact center environment
Ensure training consistently reinforces service mindset, empathy, professionalism, and member-first behaviors across all client programs
Partner with leadership to support the design, documentation, and optimization of operational workflows across a multi-client, regulated banking environment
Contribute to maintaining scalable SOPs that balance standardized operations with client-specific requirements
Collaborate on operational updates tied to technology releases, platform changes, and regulatory updates
Support operational change management through documentation, communication, and training enablement
Participate in continuous improvement initiatives using operational data, quality insights, and agent feedback
Serve as a subject matter resource for operational questions related to training, onboarding, and execution
Proactively identify operational or process gaps that impact training effectiveness, agent confidence, or morale and drive corrective action through training or process improvements
Own training-related enablement and adoption within the CCaaS platform
Partner with Operations, Product, Engineering, and Client teams to translate training and performance needs into system configurations and enhancement requests
Design, implement, and continuously improve gamification strategies within the CCaaS platform, including performance dashboards, challenges, recognition mechanisms, and incentive-based activities
Ensure gamification programs reinforce desired behaviors such as quality, adherence, efficiency, compliance, and positive customer interactions
Track training, enablement, and operational initiatives through Jira
Support operational and training readiness for multi-tenant deployments
Leverage CCaaS analytics and reporting to measure engagement, participation, and effectiveness of training and gamification initiatives
Qualification
Required
4+ years of experience in a lead training capacity within operations, financial institution training preferred
Experience in banking or regulated financial services environments required
Proven experience owning onboarding and continuous education programs
Exposure to multi-tenant or multi-client contact center environments
Hands-on experience with CCaaS or similar contact center platforms
Working knowledge of Confluence and Jira
Strong communication, organizational, and analytical skills
Ability to influence engagement and adoption without direct authority
Preferred
Experience supporting digital banking platforms
Experience working in a FinTech organization
Familiarity with Agile, Lean, or continuous improvement methodologies
Experience partnering with QA, compliance, or audit teams
Experience implementing or supporting gamification or engagement programs in a contact center environment
Benefits
Annual Cash Bonus and Equity Options commensurate with the role level and experience
Robust 401(k) plan
Insurance - Health, Dental and Vision
Flexible Paid Time Off
Company
Nymbus
NYMBUS is a provider of banking technology solutions for financial institutions to innovate and grow.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$199.42MKey Investors
Gesa Credit UnionInsight PartnersReseda Group
2024-08-14Undisclosed
2023-05-25Series D· $70M
2023-03-09Series Unknown· $8M
Leadership Team
Jeffery Kendall
Chairman & CEO
Jeffrey Fonda
Chief Financial Officer
Recent News
Morningstar.com
2025-10-16
Company data provided by crunchbase