Manager, Learning and Development

About Us:
DailyPay is transforming the way people get paid. As a worktech company and the industry’s leading on demand pay solution, DailyPay uses an award-winning technology platform to help America’s top employers build stronger relationships with their employees. This voluntary employee benefit enables workers everywhere to feel more motivated to work harder and stay longer on the job while supporting their financial well-being outside of the workplace.
DailyPay is headquartered in New York City, with operations throughout the United States as well as in Belfast. For more information, visit DailyPay's Press Center.

The Role:

The Learning and Development Manager will lead and develop our Customer Operations training program and agent resources for internal team members and our BPO call centers around the globe. They will report directly to the Director of Shared Services. In this role, you will be responsible for designing, implementing, and evaluating training programs and maintaining resources that equip our call center agents with the knowledge, skills, and tools necessary to deliver the gold standard of customer service while achieving all performance goals. You will play a critical role in ensuring our representatives are well-prepared to handle customer inquiries, resolve issues effectively, and promote our products and services.

If this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications.

How You Will Make an Impact:

• Design, develop, maintain and update training content to reflect changes in products,

  services, policies, and procedures to prepare our global agent base

• Own delivery and success of training programs in a variety of formats, including in-person classroom sessions, and online learning modules internally and with our BPO partners

• Develop and monitor assessment tools to evaluate the effectiveness of training programs and identify areas for improvement internally and with our BPO partners

• Analyze call center metrics (e.g., call handle time, customer satisfaction scores) to identify training needs and opportunities for performance enhancement

• Maintain Customer Operations Knowledge Base and support the use of these materials

  by agents and automated systems that handle end user and client inquiries

• Proactively identify opportunities to improve training programs and processes

• Collaborate with call center leadership and international stakeholders to ensure training

  aligns with business objectives and customer needs

What You Bring to The Team:

• 3+ years of experience in training and development, with a focus on call center operations, preferably within a financial services or fintech environment

• Strong knowledge of adult learning principles and instructional design methodologies

• Excellent communication, presentation, and facilitation skills

• Proven ability to design and deliver engaging training programs with external

  stakeholders

• Experience with LMS platforms, Docebo preferred

• Strong analytical and problem-solving skills

• Proficiency in G Suite

What We Offer:

• Exceptional health, vision, and dental care

• Opportunity for equity ownership

• Life and AD&D, short- and long-term disability

• Employee Assistance Program

• Employee Resource Groups

• Fun company outings and events

• Unlimited PTO

• 401K with company match