Training and Instructional Design Manager
Customer Operations
Updated on 12/2/2023

201-500 employees

Personal finance & banking platform
Company Overview
Stash is on a mission to empower everyday Americans to build wealth—by making investing simple and affordable. Stash is a personal finance app that can make investing easy and affordable, from budgeting paychecks to saving for retirement, Stash helps create more financial freedom.
Data & Analytics

Company Stage


Total Funding





New York, New York

Growth & Insights

6 month growth


1 year growth


2 year growth

United States
Experience Level
Desired Skills
Customer Service
Operations & Logistics
Customer Success & Support
  • 3-5 years of experience in instructional design or training creation environment
  • Effective teaching and communication skills - both verbal and written
  • Experience in delivering and facilitating learning & development programs and initiatives
  • A sound understanding of best in class customer service practice and standards in a fast paced environment across multiple channels
  • Experience in delivering learning activities that focus on developing and growing knowledge, skills and behaviors required to deliver great customer service
  • Experience in identifying learning & development needs within an operational environment
  • A passion for solving problems and creating a quality customer experience
  • A friendly demeanor and a solutions-oriented approach
  • The belief that the customer always comes first
  • Develop educational and training materials for customer service agents, such as digital presentations, how-to articles, and instructional videos
  • Work directly with BPO partner to schedule training sessions on various topics and prepare to support new agent training
  • Create and maintain communications channels with customer service agents and coaches including weekly newsletters
  • Be proactive in identifying trends and patterns in customer problems and agent knowledge gaps to identify areas for improvement
  • Measure the effectiveness of training sessions and prepare progress reports
  • Ensure the appropriate learning content is fully up to date and fit for business purpose
  • Ensure that you are able to use a variety of learning methodologies, techniques, concepts, learning tools, technologies and practices to ensure the maximum effectiveness of learning and facilitation objectives
  • Ensure that you always act as a role model and create a positive and professional learning and facilitation experience that learners can aspire to
  • Have a constant focus on continuous improvement of training by feeding learnings, observations and suggestions back into the learning cycle
  • Continue providing feedback and peer support to the Customer Operations team on areas of improvement for process, KBs, Macros, and other tools or systems as needed