Job Description

Guideline is seeking a Learning and Development Manager to own the end-to-end learning experience for all Customer Operations team members. We are seeking an experienced, analytical, and motivational individual to partner with Customer Operations leadership to enable our team’s full potential. This is the perfect opportunity for someone who loves building programs and systems from the ground up, and is passionate about creating world-class learning experiences. This role will report to the Director of Program Management and Enablement in the Customer Operations organization, and can be based in Portland, ME; Austin TX; or San Diego, CA.

About Guideline

At Guideline, we offer the easiest, most affordable, most comprehensive retirement platform so Americans can invest in their future. We apply technology and expertise to disrupt an old-school financial services retirement industry. In every function and at every level, we are creative problem solvers. We are curious and always looking for new, better, more scalable ways to deliver a confidence-inspiring retirement experience to our small business owners and their employees. We want our customers to feel confident at every step of the journey by knowing what to expect, getting accurate results, on-time, every time and building amazing, integrated partnerships. In just a few years we've grown to over 20,000 small businesses with 300,000 small business employees saving over $4 billion on Guideline’s retirement platform. We have raised $344M with top-tier investors to transform America’s retirement industry.  We have 250 employees located in four offices in San Mateo, CA; San Diego, CA; Austin, TX; and Portland, ME as well as remote opportunities. 

Responsibilities

• Iterate, administer and facilitate the end-to-end new hire and continued learning programs for our Onboarding, Customer Success, Operations, and Filings teams 
• Develop and maintain the Customer Operations training program information repository with bias on how we can leverage internal training for customer facing self-service education
• Partner with Customer Operations leaders to perform needs assessment and program recommendations
• Deliver world class, high-impact learning experiences to our 100+ Customer Ops organization
• Build new product training programs
• Define, measure, monitor and communicate L&D program management plans, metrics, status, risks, roadmap and schedules at the right altitude and cadence for the audience
• Partner with Customer Operations program management to drive continuous improvement for workflow efficiency for our customers and employees through processes improvements, product improvements and business systems

Qualifications

• 5+ years experience designing, building, delivering, and managing Learning and Development programs in a fast-paced, rapid-growth SaaS-based portfolio/platform business with ability to manage multiple work streams, priorities and schedules
• 2+ year experience in a highly regulated industry such as fintech
• An accountable results-oriented driver who works backwards from outcomes to deliver results by prioritizing scope, quality, time and resources
• A builder of high-performing, cross-functional partnership aligning objectives, key strategies and measures of success to deliver outstanding customer results as #OneTeam
• An exceptional verbal and oral communicator with the ability to develop process, workflows and training for complex filings regulations leveraging multiple systems
• Experience delivering multimodal learning experiences including Instructor-led, virtual and in person training as well as self-paced online courses via LMS systems such as Workramp, Litmos, TalentLMS  
• A collaborative, organized, confident, pragmatic, analytical influencer who is passionate about empowering employees to reach their full potential

Employee Benefits

• Flexible Vacation Policy
• 401(k) Matching
• 100% coverage of Health / Vision / Dental
• Generous parental leave policy

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.