Onboarding Training Manager

Playlist builds a platform for intentional living, connecting people and businesses with fitness, wellness, and other real-world experiences. The Onboarding Training Manager guides new customers through their software journey by leading training and ensuring they are fully prepared for launch. This role focuses on virtual enablement, LMS facilitation, and ongoing support to drive customer confidence and adoption.

• Manage the onboarding training experience for assigned customers, delivering education and support through virtual video sessions and LMS guidance.

• Gather customer feedback and questions to facilitate and continuously improve the training process.

• Collaborate with Product and Operations teams to build and improve product feature documentation, educational materials, and training videos.

• Train customer support and operations staff on the LMS platform.

• Coordinate, configure, and schedule training sessions for brands and studios onboarding onto the platform.

• Build trust and confidence by sharing firsthand knowledge of Playlist products, services, and processes.

• Proactively follow up with customers to ensure engagement, answer questions, and support progress.

• Schedule ongoing training sessions as needed to reinforce learning and drive adoption.

• Stay current on Playlist software, industry trends, and best practices through continuous learning.

• 5+ years of customer service, teaching, or training experience in a client-facing role.

• Strong time management skills with the ability to prioritize and organize workload effectively.

• Experience with Learning Management Systems (LMS) or designing training programs (strongly preferred).

• Comfort conducting virtual meetings and building rapport on camera using video conferencing tools.

• Ability to listen actively, ask thoughtful questions, and solve problems with clarity and creativity.

• Familiarity with database and internet-based software, including Microsoft Outlook, Excel, and Word.

• Skilled in online communication tools such as email, chat, and video platforms (e.g., Zoom, Google Meet).

• Knowledge of industry practices and technology trends that impact customer success.

• Training delivery via virtual video sessions and an LMS platform.

• Equal Opportunity Employer; encourages applicants from diverse backgrounds and does not discriminate on protected characteristics.

• Application consent notice: by submitting, candidate consents to receive emails, calls, and SMS regarding the application and other roles; message/data rates may apply; opt-out available.

• Privacy notice applies for California residents and international applicants regarding processing of personal information.

• Role description is not exhaustive; additional duties may be assigned as needed.