Customer Experience Learning & Development Leader

This role exists to make our frontline—and our customers—unmistakably successful. You’ll own the end‑to‑end performance system: Customer experience agent new‑hire onboarding, ongoing upskilling, and the knowledge engine (including the content that powers our AI bots) across multiple audiences and 12+ lines of business. This is not a “build minimum viable training” job. It’s a design, operate, and scale function that reduces time‑to‑proficiency, lifts quality, and increases self‑service capabilities. The right candidate for this role knows how to consistently develop agents from zero to highly professional expert problem-solvers within a few months. They will be self-sufficient analytically, braiding together insights from data sources such as quality assurance, agent feedback, and training measurement to feed a continuous feedback loop to drive operational excellence with limited oversight. Successful candidates will have either built this function to scale before in a startup environment and/or in a large company (>$100m ARR) known for world-class, high touch support.