Sr. Manager, Support Training, Quality & Continuous Improvement

At Acorns, our mission is to look after the financial best interests of the up-and-coming, beginning with the empowering, proud step of micro-investing. How do we accomplish our mission? Our values.

Lead With Heart - With compassion, integrity, and tenacity, inspire yourself and others to move past all previous thresholds of possibility

Make Bold Decisions - We are creating a new world. Be optimistic, adventurous, and courageous. Leap fearlessly into the future

Always Build Trust - Say what you mean, mean what you say, and do what you say you’re going to do. We are all owners. We are one team

Never Stop Growing - Change IS the constant. Stay hungry and curious. Be relentless in the pursuit of progress

Find a way - Never settle, no excuses, nothing is impossible. Just make it happen

Our values guide us, and our mission drives us. Come join us and help deliver financial wellness for the whole family, putting the tools of wealth-making into everyone’s hands.

Senior Manager, Support Training, Quality & Continuous Improvement | Acorns

The Senior Manager of Support Training, Quality & Continuous Improvement is responsible for ensuring Acorns customers receive consistent, thoughtful, and high-quality support. This role leads agent training, quality monitoring, and escalation processes, working closely with both internal teams and outsourced contact centers.

You’ll manage these programs from end to end, making sure new agents are well-prepared, effective, lead with heart, and that feedback loops are in place to improve how we support our customers. You will foster a culture of empathy, challenging each negative experience and motivating the team to strive for excellence.

Key Responsibilities

• Develop and deliver engaging support training programs, equipping agents to become high-potential product experts.

• Enhance ongoing product training to ensure agents stay up-to-date as Acorns launches new products and features.

• Lead quality assurance (QA) initiatives, analyzing customer interactions to extract insights and drive performance improvements.

• Monitor customer satisfaction trends and implement targeted coaching and training to enhance service quality.

• Manage external feedback loop with support partners and internal stakeholders, and create business cases for product and customer experience improvements.

• Develop and deliver product and feature workflows, processes, and escalation paths for all support teams. 

• Collaborate cross-functionally to support timely and effective resolution of customer escalations.

• Leverage insights to refine Customer Support Training & Knowledge, driving continuous improvement.

This role sits within the Acorns Support Operations team, reporting to the Director of Acorns Support. The Senior Manager will collaborate closely with colleagues handling operations, tools, and metrics, supporting teammates across the U.S. and BPO sites in Trinidad, the Philippines, and India, with potential for expansion into additional geographies.

Acorns is a remote-first organization, offering the flexibility to work remotely while providing optional access to office space in Irvine, CA.

What you will do at Acorns:

• Drive long-term strategy for training, QA, and continuous improvement refining success metrics and benchmarking against industry best practices.

• Establish and lead governance meetings and business reviews with partners, providing insights on training and quality performance.

• Serve as the primary liaison between product, engineering, and support teams to develop and deliver effective training for new products and processes, as well as provide evidentiary product feedback.

• Foster cross-functional collaboration with Acorns’ colleagues to enhance both support training initiatives and business-driven projects.

• Develop mentorship and assessment processes for the training and quality teams at our outsourced partners

• Analyze escalation trends, identifying opportunities for process improvements.

• Work with our partners to deliver meaningful changes in customer support quality through unique technology, tools, or techniques from the partners’ portfolios

• Own long-term strategy discussions about best practices in the space, determining how we measure success in Training through metrics, as well as benchmarking new and more effective quality assurance metrics

• Build scalable, repeatable onboarding processes for BPO partners, ensuring continuous improvement in quality, training, and escalations.

• Partner with the Director of Support to explore new service delivery solutions, community support, and AI-driven automation.

What you will bring to Acorns:

• 8+ years of progressively responsible experience as a leader in customer support-oriented Training and/or Quality Assurance in the contact center industry, at or with large-scale BPOs

• 2+ years of people management experience

• Own strategic decision-making and effectively communicate direction to team members

• The zest and energy required - we never stop growing! 

• Past ownership and excellence in multiple mixed onshore/nearshore/offshore enterprises

• Excellent communication skills, with a bias towards a writing-focused culture, and a penchant for documentation and asynchronous work, along with…

• …strong analytical skills, including performance storytelling using slides, charts, etc

• Demonstrated project management experience and working autonomously to deliver multi-phased projects

• Demonstrated experience motivating, supporting, and developing team members to meet performance expectations and build their careers

• Ability to align company vision and organizational goals with team execution

• Commitment to upholding policy and procedures per company standards

• Hunger to support game-changing products

• Exceptional drive and precision in delivery

• A belief that your work is tied to your life's mission

• Optimistic about the potential of societal change

You are not expected to have experience with all listed requirements. If you feel passionate about Acorns' mission, vision, and values, please apply.  

What we offer: 

• Competitive salary and stock options

• A comprehensive benefits package for you and your family

• Flexible work location, hours, and paid time off 

• 401(k) discretionary match

• Monthly Acorns account contribution & GoHenry account for your family

• Mindfulness and Financial Wellness resources, Headspace and Addition Wealth

• Acorns Career Development Program (Ongoing training sessions, development plans, development check-ins, Cornerstone’s online training platform)

• Roots Leadership Program for Emerging Leaders

• Community week onsite gatherings and various virtual events

• Talented and motivated team members who care deeply about one another, our mission, and our customers.

• The rare opportunity to create a new world. We inspire one another every day to do meaningful work that solves big societal challenges.

About Acorns:

Acorns is a financial wellness app that helps everyday people and families save and invest money for the long term. Since 2014, Acorns has grown into a global company with multiple life-stage products serving the needs of kids, teens, adults, and parents. Named one of Time’s “World’s Best Brands of 2024,” Acorns has helped over 14 million people save & invest over $25 billion dollars, much of it from spare change and small amounts.

Management Principles:

• Managers are constantly raising the bar

• Managers ensure all team members have a voice and a path

• No surprises - Managers give and receive feedback early and often

• Managers continuously assess performance action on concerns quickly

• Managers foster a resilient, results-oriented mindset

Compensation Information:

The pay range for this position at commencement of employment is expected to be between $155,000 and $180,000/year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, equity grants, and discretionary cash bonus awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Work Authorization:

Acorns participates in E-Verify to confirm the employment eligibility of all newly hired employees. For more information about E-Verify, please visit www.e-verify.gov