Operations Training Manager, Delivery

The opportunity

We’re looking for an Operations Training Manager to lead the training delivery and facilitation function for Kin’s Operations Training team. As Kin continues to scale, strong onboarding, enablement, and continuous learning are critical to ensuring our Operations teams deliver exceptional service and performance.

In this role, you’ll oversee a team of trainers responsible for delivering engaging, high-impact learning experiences for both new hires and tenured Operations team members, consisting of licensed sales agents and customer service representatives. You’ll partner closely with operational leaders to identify knowledge gaps, translate business needs into effective learning solutions, and ensure our training programs evolve alongside the business.

This leader acts as a strategic bridge between Operations and Training—ensuring the right programs, facilitation approaches, and learning strategies are in place to support operational excellence and team development.

Your responsibilities

• Lead and manage the Operations learning delivery function, ensuring consistent, high-quality delivery of onboarding ~200 new hires annually, and continuous learning programs for our existing front line teams
• Develop and coach a team of 3-5 facilitators, providing performance management, mentorship, and professional development
• Own and manage the Operations training calendar and team capacity, aligning training schedules with hiring plans, operational priorities, and program capacity
• Partner with Operations leaders to identify knowledge gaps, emerging skill needs, and opportunities for targeted learning interventions
• Translate operational feedback and performance trends into actionable training improvements and new learning initiatives, while running continuous evaluation of all programs and team members
• Partner with nesting managers from Sales and Service to identify recurring knowledge gaps and translate them into targeted training interventions
• Collaborate with the Instructional Design Manager on course strategy, content structure, and learning methodology
• Monitor trainee performance trends and operational metrics to evaluate training effectiveness and continuously improve programs, along with ensuring 100% CE completion across our teams
• Support and contribute to leadership development initiatives for Operations leaders and emerging managers
• Facilitate training sessions ~30% of time to support trainer capacity or high-priority initiatives

Success in this role

In your first 6–12 months at Kin, success is less about checking boxes and more about the impact you create. You’ll use your skills and judgment to take ownership of meaningful work, improve how we operate, and help move Kin’s mission forward. Along the way, you’ll deliver outcomes that make a real difference for both Kinfolk and the homeowners we serve.

By the end of your first year, you should feel confident in your role, trusted as an owner, and proud of the progress you’ve helped make.

• Training programs across Operations are delivered consistently with strong engagement and measurable learning outcomes such as ≥ 90% employee retention rate, ≥ 85% knowledge check pass rate on first attempt, and
• Facilitators are performing at a high level, receiving strong coaching, and continuously improving their facilitation skills, resulting in ≥ 4.2 / 5.0 training delivery scores from peers and managers, and ≥ 4.0 / 5.0 learner satisfaction scores in post-training surveys
• Newly trained team members ramp faster and demonstrate improved readiness and operational performance, with a goal of floor readiness ≤ 45 days post training
• Strong partnerships are established with Operations leaders, resulting in proactive identification and resolution of learning gaps

What you’ll bring

• 5+ years of experience in training, learning and development, operations enablement, or a related field
• 2+ years of experience in a leadership role with direct reports
• The capacity to thrive within a high-speed, evolving landscape while managing ambiguity effectively
• Experience working in a highly regulated industry such as insurance, finance, health care, or other related field
• Experience managing training programs or learning initiatives across multiple teams or operational functions
• Proven ability to lead and develop trainers or facilitators in a performance-driven environment
• Strong facilitation and coaching skills with experience delivering engaging virtual or in-person learning experiences
• Ability to translate operational needs and performance data into effective learning solutions
• Strong cross-functional collaboration skills and the ability to partner effectively with business leaders
• Excellent organizational and program management skills, including experience managing complex training calendars or initiatives

How we hireWe believe a great hiring experience should be clear, respectful, and human. We’ll accept applications for this position until August 10th, 2026. While our recruiting team uses AI tools for efficiency, resumes are still screened by Kin’s in-house recruiters, and candidate evaluations and hiring decisions are made by recruiters and hiring teams. Rest assured, real people make real decisions.

The hiring process and timeline for each role will vary, depending on the position. However, here are some things you can expect from us:

• Prompt updates and feedback following interviews
• Interviews with recruiters, hiring managers, and members of teams
• Skills assessment relevant to the position, if applicable
• Genuine, thoughtful human interaction at every step

How We Support You

We offer a comprehensive, competitive benefits program, allowing you to choose the benefits that are best for you and your family, starting on the first day of the month following your start date.

State locations and specifics are subject to change as our hiring requirements shift

EEOC statementKin is proud to be an Equal Employment Opportunity and Affirmative Action Employer. We don't just accept difference – we honor it, nurture it, and celebrate it. We don’t discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Kin welcomes and encourages applications from people with disabilities.…