Senior Training Manager

Who Boundless is

We’re a team of immigrants and experts who have struggled with our own journeys through the complex, high-stakes U.S. immigration system. That is why we are building deeply customer-centric products and experiences to become the default trusted partner for all families and businesses. We are the largest player in the family immigration industry, and a high-growth challenger serving corporate clients. Across both consumer and business segments, we’ve aided over 100,000 individuals and 1,000 businesses to successfully navigate the convoluted immigration process.

We're backed by influential venture investors around the country, including Foundry Group (led by Brad Feld), Trilogy Equity Partners, Pioneer Square Labs, Emerson Collective (Laurene Powell Jobs’ foundation), Two Sigma Ventures, and Jerry Yang.

Today, we are a dynamic growth-stage technology company with 350+ employees across the U.S. and Philippines. We are growing both organically and through strategic acquisitions. We are well-capitalized and on our way to becoming the largest immigration company in the world and first trusted brand in the industry.

In this role, you will:

• Manage the  Training department (operational & administrative) which is composed of a specialized staff of stand-up trainers
• Lead the evaluation, design, and delivery of training initiatives impacting high quality service levels. 
• Conduct effective induction and orientation sessions
• Collaborate with the Talent Acquisition team to accurately assess skills required to do the job as well as conduct periodic revalidation of on the basis of training assessments and speed to proficiency
• Identify and assess future and current training needs through participation in job analysis, career paths, annual performance appraisals and consultation with line managers
• Create individualized training and development plans including upskilling and refresher courses that addresses operational manager needs and expectations
• Deploy a wide variety of training methods based on the employee profile and nature of work
• Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them (training throughput, first pass yield, speed to proficiency etc.)
• Provide opportunities for ongoing development
• Maintain a keen understanding of training trends, developments and best practices
• Collaborate with the Quality, Engineering and Operations to ensure that all opportunities impacting customer satisfaction and experience are being addressed. 

About you

You’re an exceptional communicator, both written and verbal and with the ability to effectively present and communicate information to internal and external stakeholders. 

You have in-depth knowledge of and experience with a contact center’s training and quality processes, and with a track record of quality service successes leading the assessment, analysis, planning, design and delivery of training solutions. You are excited about maximizing our Training and Development team’s potential, crafting a learning and development curriculum with strong emphasis on quality service for our customer’s success. You are a leader with the ability to foster customer service disposition and sense of professionalism, and the ability to coach, advise, motivate, and focus on impacting growth and development for self and the organization.

You act as a primary point of contact and performance consultant for training and functions, partnering with different functional leadership teams that can further cultivate collaboration that will help the organization’s success. 

The ideal candidate will have the following skills and experience:

• At least 10-12 years overall work experience; 5 years leadership experience within the Training function
• At least 2-3 years of work experience in the Contact Center / BPO industry (customer service, sales and back office operations)
• Experience in business training, professional development, research and workshops is good to have but not required
• Excellent presentation skills
• Ability to implement end to end training needs analysis (TNA)
• Ability to analyze performance trends and implement intervention programs to address performance gaps
• Ability to work in the night shift as well as in the office premises

What We Offer

You will be part of a dynamic workforce in an environment where you will collaborate with the expert and elite talents in the online immigration services industry. 

You can cultivate your skillfulness and dexterity amongst us as you experience a highly creative culture built on loyalty and responsibility to our partners while having a lot of fun at work. 

Great company perks and benefits await you! 

• Annual salary appraisal: We recognize great teammates and reward them for exemplary performance and dedication at work.
• 15 PTO credits per year: We encourage our teammates to take advantage of their leave credits should they feel sick or wish to take a vacation.
• Meaningful health insurance package: We give health insurance support for you and your dependent.
• Statutorily mandated benefits: We ensure each teammate has their statutory contributions and 13th-month pay up-to-date.
• Free transportation services: We prioritize your health and safety as you work on-site, so you will be provided pick-up and drop-off transportation access.
• Ownership of collaborative engagement sessions for T&Q team and major company-wide sponsored events: We allocate a budget to cultivate engagement and fun in our work environment.

The list continues….