Senior Manager, Support Training & Quality Assurance

Job Description

Senior Manager, Support Training & Quality Assurance | Acorns

Acorns is how everyday consumers can save & invest for the long term. By putting tools of responsible wealthmaking in everyone’s hands, Acorns has become the largest subscription service in U.S. consumer finance, serving millions of everyday Americans subscribers. Customers get automated investing in diversified portfolios, built with help from experts like Nobel Laureate economist, Dr. Harry Markowitz. Acorns easy retirement account allows customers to invest for a better life later in minutes, no expertise required. To help everyone spend smarter, Acorns introduced banking that invests with every swipe, and cash-forward rewards. And, everyday Americans may invest in their kids and get money news they can use, all from the same app. Customers have invested billions with Acorns, much of it in spare change. From acorns, mighty oaks do grow!

Training and Quality Assurance are the two core people-enablement functions in the Acorns Customer Support organization. The Senior Manager of Support Training and Quality Assurance owns these functions, and is excited about leading a team of professionals focused on training content, delivery and facilitation, as well as quality insights and performance coaching. This person is accountable for program-managing these functions across Acorns’ outsourced contact center network, as well as our internal operations teams. Tying loops between our Support staff’s initial new hire training on their ongoing coaching, the primary outcomes this person and their teams are concerned about are...

• Effective and engaging Support training material, producing high potential product experts
• Ongoing product training development as Acorns rolls out new products and features
• Quality assurance monitoring activities, gathering insights from customer conversations
• Customer satisfaction analysis, and reacting to trends with focused coaching and training

As a Senior Manager, this person has three primary stakeholder groups they’ll empower and support: their Training Specialists, wizarding up amazing content and learning experiences; their Quality Specialists, one-two punching conversation insights and performance coaching; and our outsourced teams who act as extensions of our teams, Sundance Kids to our Butch Cassidy’s. Additionally, our digital training and quality assurance tools also need care and feeding, and this person leverages the tools and the relationships with the tool vendors to drive fantastic quality and learning outcomes.

This Senior Manager will join our Acorns Support Operations team, reporting to the Head of Acorns Support, and will be assisted by colleagues handling Escalations and Complex Cases, Support Analysis and Reporting, BPO Relationship Management, and Operations Systems and Tools. Their scope will include teammates spread throughout the US as well as BPO sites currently located in the Philippines and India, with the potential for multiple other geographies.

Acorns is a primarily remote organization. This role has the option to be remote or based in our Irvine, CA or New York, NY offices.

You are not expected to have experience with all listed requirements. If you feel passionately about Acorns' mission, vision and values, please apply.

Within 1 month, you will:

• Gain a thorough understanding of our customer support processes and our current training and quality processes
• Introduce yourself and learn from your cross functional partners in Acorns Support, as well as friends in our Product, IT, Finance, and Engineering teams
• Review and align with Acorns Support Objectives and Key Results, providing input and meeting with team members to learn about our long term goals
• Introduce yourself to our BPO partner(s) and provide immediate feedback for long term relationship management

Within 3 months, you will:

• Working alongside current Training and Quality team members, assume full ownership of activities and plans for these functions
• Establish and manage regular governance (meetings, business reviews, etc) with our partners, and be prepared to speak about training and quality performance in internal business reviews
• Take over as first point of contact for product and engineering teams at Acorns in developing training content for our new products or processes
• Establish regular opportunities to partner with Acorns colleagues to both improve the delivery of their initiatives, and for them to contribute to training and quality initiatives
• Develop mentorship and assessment processes for the training and quality teams at our outsourced partners

Within 6 months, you will:

• Work with our partners to deliver meaningful changes in customer support quality through unique technology, tools, or techniques from the partners’ portfolios
• Own long term strategy discussions about best practices in the space, determining how we measure success in Training through metrics, as well as benchmarking new and more effective quality assurance metrics
• Support the development of new BPO locations by building scalable, repeatable onboarding processes for functional leaders and new sites
• Partner with the Head of Support to develop additional service delivery solutions such as gig-CX providers, community solutions, and other AI/automation driven platforms

What you will bring to Acorns:

• 8+ years of progressively responsible experience as a leader in customer support oriented Training, and/or Quality Assurance in the contact center industry, at or with large-scale BPOs
• Peerless coaching/mentoring skills, with a demonstrated track record of building up other coaches and facilitators
• Past ownership and excellence in multiple mixed onshore/nearshore/offshore enterprises
• Excellent communication skills, with a bias towards a writing focused culture, and a penchant for documentation and asynchronous work, along with...
• ...strong analytical skills, including performance storytelling using slides, charts, etc
• Demonstrated project management experience, and experience working autonomously to deliver multi-phased projects

What we offer:

• Competitive salary and stock options
• A comprehensive benefits package to meet the needs of you and your family
• Flexible paid time off
• Numerous career possibilities that allow you to grow with Acorns
• Talented and motivated team members who care deeply about one another, our mission and our customers.
• The rare opportunity to create a new world. We inspire one another every day to do meaningful work that solves big societal challenges.

Mission:

With benevolence and courage, we look after the financial best interests of the up-and-coming; beginning with the empowering step of micro-investing.

Commitment to Diversity, Equity & Inclusion:

Acorns believes diversity, equity and inclusion are fundamental obligations that strengthen our team. We need a diverse, multi-disciplinary team to build a meaningful company and culture.

Values:

1. Lead with heart
2. Make bold decisions
3. Always build trust
4. Never stop growing
5. Find a way

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