Learning & Development Lead, Risk Ops

Responsibilities

Disputes Training Ownership and Curriculum Development

• Own and continuously improve the disputes training curriculum, ensuring content is accurate, current, and aligned to regulatory and operational standards.
• Design, build, and maintain onboarding modules, procedural guides, regulatory compliance training, and targeted refreshers for BPO and internal teams.
• Ensure training content reflects current Reg E, Reg Z, and CFPB requirements and is updated when policy, product, or compliance requirements change.
• Partner with the QA Lead to use QA findings, error trends, and calibration insights to prioritize training, update content, and create remediation programs.

Internal Team and BPO Training Delivery

• Build and own the formal training program for the internal disputes team, including structured onboarding, readiness criteria, and ongoing skills development.
• Govern training delivery across outsourced partner teams by setting standards for content accuracy, regulatory alignment, and quality.
• Define team member readiness and nesting criteria with Operations leadership.
• Monitor new hire performance through ramp and adjust training interventions using QA and productivity data.
• Develop and maintain facilitator guides and delivery materials that support consistent training across in-house and outsourced teams.

Reporting and Risk Operations Coverage

• Track learning effectiveness using performance data and QA score trends.
• Report training outcomes and new-hire ramp progress to Risk Operations leadership.
• Partner with Compliance and Risk to ensure training content is reviewed, approved, and documented for audit readiness and regulatory examinations.
• Assess training across non-disputes risk functions, identify gaps, and build toward a consistent program as those areas mature.

Requirements

• 4+ years of experience in training, instructional design, or operations training, with direct experience designing programs for disputes, fraud, or financial risk operations.
• Strong understanding of consumer financial regulations applicable to disputes, including Reg E, Reg Z, and CFPB guidelines.
• Experience translating regulatory requirements into practical team member training.
• Experience assessing, improving, and scaling training programs in fast-moving operational environments.
• Experience designing and delivering onboarding programs, procedural guides, e-learning modules, and scenario-based exercises.
• Experience working across BPO and internal teams and holding external partners to training standards without direct authority.
• Strong collaboration skills across QA, Operations, Compliance, and Knowledge Management.
• Highly organized, with the ability to manage multiple training projects and deadlines.
• Excellent written and verbal communication skills.

Nice-to-Haves

• Experience in consumer fintech, neobanking, or payments, particularly at a high-growth startup.
• Familiarity with learning management systems such as Lessonly, Workramp, or TalentLMS.
• Experience designing training programs for BPO or outsourced operations teams, including governance of vendor-delivered training.

Compensation and Benefits

• Base salary range: $95,000–$130,000.
• Compensation is determined by experience, skill level, and qualifications.
• Equity in the form of stock options.
• 401(k) plan.
• Discretionary performance bonus program.
• Biannual performance reviews.
• Medical, dental, and vision premiums covered at 100% for employees and dependents.
• Flexible time off and paid holidays.
• Generous parental leave policy.
• Commuter benefits.
• Fitness benefits.
• Healthcare and dependent care FSA.
• Employee assistance programs focused on mental health.
• Healthcare advocacy program.
• Access to mental health apps.
• Team-building activities.