Affirm’s Training team sits within our Operational Excellence space and is responsible for developing training materials and facilitating training. In addition, the training team applies their subject matter expertise to assist in cross functional projects. As a key member of our Training team, you will be responsible for the design & development of online training, Learning Management System (LMS) administration and reporting for our Customer Care and Operations teams.

Our Operations team is growing rapidly with a network of outsourced providers and internal teams that need a top rate training culture that can keep up. The training experience includes onboarding of new employees, building knowledge in our procedures and product experience, educating on key regulations, compliance and soft skills by using various learning mediums and methods. The training team has the critical role of continuously improving the knowledge of Affirm’s customer & merchant facing teams and is directly responsible for how these teams learn, retain, and access information.

What You’ll Do:

• Design and develop online course content, provide eLearning guidance, consultative services, and liaison with key partners and subject matter experts to develop course specifications
• Ability to perform and prioritize multiple, diverse assignments simultaneously while working independently to assure accurate and timely completion of assignments, keeping Supervisor advised of progress and problems
• Establish and implement a production build process that successfully scales across the entire Customer Operations training team.
• Partner with Instructional Design (ID) to manage design/build documents and templates around highly engaging and interactive eLearning that meets company standards and learner needs
• Manage a Learning Management System (LMS), establish design standards completion records, and reporting, as well as handle all learner registrations, records and reports.
• Identifies, troubleshoots and resolves problems with course design, LMS configuration and infrastructure.
• Create and manage reporting mechanisms to track compliance, learning objectives and key metrics.
• Educate and mentor peers on the use of a LMS and course authoring tools
• Demonstrate expertise across all fields to deliver high value, on-demand training
• Use innovative techniques and creative delivery mechanisms to reach a dispersed, global field organization and embrace new technologies as they arrive
• Develop and prepare presentation materials; write, direct, edit videos and voice overs

What We Look For:

• Degree qualified or equivalent experience (Instructional Design, Instructional Technology, Learning Design, Learning Development, Adult Learning)
• 5+ years of progressive experience in instructional design and online course development or an equivalent role
• Energized to establish content development and design process from the ground up
• Inspired and skilled to lead with autonomy and create compelling content.
• Skilled at delivering high quality work, in a fast paced startup atmosphere
• Prior experience working in a complex operational or customer support organization preferred and financial experience a plus
• Hands-on experience with a variety of eLearning authoring tools required: Captivate, Articulate, Camtasia, Vyond, Storyline and Lessonly Video/Multimedia production and editing experience
• Possess a strong portfolio of e-learning and/or video work with instructional design examples that showcase strength in visual and graphic design (please be prepared to share)
• Experience with LMS Administration.
• SCORM/AICC/xAPI experience preferred
• Excellent listening and problem-solving skills with keen attention to detail and organizational skills
• Excellent verbal and written communication skills, including training content development and presentations
• Strong interpersonal skills, capable of forming successful relationships and collaborate with colleagues at all levels of the organization
• Demonstrated success in managing multiple projects and competing priorities
• Proactive thinking, constantly seeking improvement opportunities in work and the ability to simplify complex information
• Thrives in a fast-paced environment with constant change and a rapidly growing team
• Willing to travel up to 10% (once it is safe to resume travel)