Own the end-to-end Authentication Compliance and Training strategy, including onboarding, certification, recertification, refresher training, quality remediation, and ongoing compliance governance.
Build and maintain an authentication quality framework that identifies authentication decision defects, diagnoses root cause, updates training or process documentation, implements coaching or corrective action, and measures improvement.
Establish and maintain consistent authentication standards, SOPs, reference guides, audit routines, and calibration processes across SEC, Perth Amboy, and Phoenix.
Partner with Authentication site leadership to identify individual, team, brand, and category-level authentication trends and implement targeted coaching or retraining plans.
Partner with Operations leadership to support reporting and insights related to authentication accuracy, QC results, rejection quality, counterfeit trends, appeal outcomes, returns authentication, training completion, certification results, and time-to-proficiency.
Design and execute authentication-focused brand and category audits to identify risk areas, authenticator knowledge gaps, and opportunities to improve authentication decision consistency.
Partner cross-functionally with Authentication, Operations, Quality, Legal, Customer Experience, Returns, L&D, and Analytics to align on authentication standards, escalations, process improvements, and risk mitigation.
Maintain governance of authentication training materials, reference guides, brand updates, and compliance documentation to ensure content is accurate, current, and consistently applied.
Present authentication quality trends, risk areas, training effectiveness, and recommended action plans to senior leadership on a recurring basis.
Minimum Requirements:
5+ years of relevant experience in Learning & Development, Training, or a related field, preferably in a production-based, retail, luxury, resale, or high-risk decision-making environment.
5+ years of people leadership experience, including leading, coaching, and developing teams responsible for training execution, quality support, compliance, or performance improvement.
Experience building and scaling training programs, including onboarding, ramp support, certification, recertification, refresher training, and ongoing skill development.
Experience designing and implementing training materials, SOPs, reference guides, facilitator guides, knowledge checks, assessments, and coaching tools.
Strong understanding of learning principles, instructional design, facilitation, and training evaluation methods.
Demonstrated ability to use performance data, quality results, audit findings, and training outcomes to identify gaps and create targeted coaching or retraining plans.
Experience supporting quality, compliance, audit, calibration, or corrective action processes in a fast-paced operational environment.
Strong analytical skills with experience building reports, trackers, dashboards, and performance insights using Excel, Google Sheets, Looker, LMS tools, or similar systems.
Strong verbal and written communication skills, with the ability to present training strategy, quality trends, risk areas, and recommendations to senior leaders and cross-functional partners.
Ability to influence and align stakeholders across multiple sites, functions, and leadership levels.
Strong operational judgment and comfort making timely decisions in a fast-paced, production-based environment.
Demonstrated ability to manage competing priorities, adapt to changing business needs, and drive execution across multiple workstreams.
Experience in luxury authentication, resale, fraud prevention, brand compliance, quality assurance, or high-risk operational decision-making preferred.
The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 40 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art, and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service.
The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Skills Required
- 5+ years of relevant experience in Learning and Development, Training, or a related field
- 5+ years of people leadership experience, including leading, coaching, and developing teams responsible for training execution, quality support, compliance, or performance improvement
- Experience building and scaling training programs, including onboarding, ramp support, certification, recertification, refresher training, and ongoing skill development
- Experience designing and implementing training materials, SOPs, reference guides, facilitator guides, knowledge checks, assessments, and coaching tools
- Strong understanding of learning principles, instructional design, facilitation, and training evaluation methods
- Ability to use performance data, quality results, audit findings, and training outcomes to identify gaps and create targeted coaching or retraining plans
- Experience supporting quality, compliance, audit, calibration, or corrective-action processes in a fast-paced operational environment
- Strong analytical skills and experience building reports, trackers, dashboards, and performance insights using Excel, Google Sheets, Looker, LMS tools, or similar systems
- Strong verbal and written communication skills, including presenting training strategy, quality trends, risk areas, and recommendations to senior leaders and cross-functional partners
- Ability to influence and align stakeholders across multiple sites, functions, and leadership levels
- Strong operational judgment and ability to make timely decisions in a fast-paced, production-based environment
- Ability to manage competing priorities, adapt to changing business needs, and drive execution across multiple workstreams
- Experience in luxury authentication, resale, fraud prevention, brand compliance, quality assurance, or high-risk operational decision-making
The RealReal Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about The RealReal and has not been reviewed or approved by The RealReal.
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Healthcare Strength — Health coverage includes multiple medical, dental, and vision options along with six free therapy sessions, and company HSA contributions for high‑deductible plans.
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Parental & Family Support — Family-building support includes inclusive fertility coverage with a high lifetime maximum and up to 10 weeks of paid parental leave plus additional disability pay for birthing parents.
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Equity Value & Accessibility — An Employee Stock Purchase Plan with a 15% discount is available to both full‑ and part‑time employees, expanding total compensation beyond base pay.
The RealReal Insights
What We Do
The RealReal is the world’s largest online marketplace for authenticated luxury retail. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have 150+ in-house gemologists, horologists and brand authenticators who inspect thousands of items each day.
Why Work With Us
We are looking for smart and talented people who are creative, enjoy working in a fast-paced environment, and want to be part of a team that is reinventing the digital marketplace as you know it!
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