Learning & Development Team Lead (Operations)

Learning & Development Team Lead (Operations)

Base pay range : $90,000.00 / yr - $120,000.00 / yr

Worker Operations is the team that owns end-to-end operations and support for the supply-side (the workers) of our marketplace. We are over 270 team members who serve the 60,000+ active professionals on our marketplace.

We’re hiring a Learning & Development Lead to turn core values into real behavior quickly, consistently, and at scale. You’ll lead a team that builds coaching and training programs to elevate performance in a fast-paced, frontline environment. As a solution software company, the vast majority of the time, the first person a customer speaks with via phone or chat is a support associate. Your work will shape how they show up and ensure those first impressions reflect our values.

Your Team Will Teach

Empathy as default

Judgment as instinct

Excellence as baseline

What You & Your Team Will Own

Build onboarding, upskilling, and coaching programs that make our values measurable and repeatable starting with Worker Support and expanding to leadership.

Develop agents and managers to deliver world‑class service rooted in empathy, curiosity, and critical thinking.

Operationalize speed, ownership, and feedback into everyday team behavior.

Design coaching systems that drive real‑time improvement and reinforce excellence.

Build feedback loops that surface gaps early, test solutions fast, and measure impact with precision.

Raise the bar for how people show up, not just what they know.

What You Bring

Several years in L&D, enablement, or adjacent fields, including 2+ years managing a team

Proven track record of programs that cut ramp time, improve outcomes, or shift day‑to‑day performance

Clear, decision‑grade written communication

A portfolio of systems or programs you've built, led, and improved based on feedback

Comfort operating in fast‑paced, high‑autonomy environments with strong feedback loops

A mindset grounded in data, first‑hand observation, and real‑world behavior change not theory

Bonus

Experience with customer support or contact center teams

This Role Is Not For You If You

Think training is about information, not performance

Avoid hard conversations about underperformance

Prefer secondhand insights over real customer interactions

Wait for direction instead of finding and owning problems

What We Offer

Competitive compensation

100% remote work

Unlimited vacation

Compensation Range : $90K - $120K

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