Head of Training & Quality at Nextdoor
San Francisco, CA, US

Nextdoor is the neighborhood hub for you, your neighbors and the broader local community. Nextdoor’s purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

Building connections in the real world is a universal human need. That truth, and the reality that neighborhoods are one of the most important and useful communities in our lives have been guiding principles for Nextdoor. Today, neighbors rely on Nextdoor in neighborhoods around the world in the United States, the United Kingdom, Germany, France, the Netherlands, Italy, Spain, Sweden, Denmark, Australia and Canada, with many more to come.

Meet your Future Neighbors

Neighborhood Operations is a collaborative team obsessed with operational excellence and bringing the Voice of the Customer to improve our products. We’re looking for a Senior Manager of Training and Quality who will be responsible for directing, planning, organizing, and coordinating all aspects of our Training and Quality Assurance program. 

The Impact You’ll Make

Your team is entrusted with building the foundation of knowledge for the Neighborhood Operations team by supporting the on-boarding learning experience of our frontline agents, optimizing training processes based on different learning modalities, and building quality programs to enable the best-in-class customer experience.

Key Responsibilities:

  • Manage the team responsible for the mission of Training and Quality Ops to enhance and deliver world-class training/quality.
  • Hire, develop, and coach learning designers, quality and training specialists and the service recovery (escalations) specialists
  • Provide leadership for vendor QA teams and ensure calibration with internal standards, develop methodologies and ensure consistent evaluation.
  • Design and develop effective and engaging learning experiences leveraging learning science and instructional design principles.
  • Measure effectiveness of learning programs (Train The Trainers, new product launches, policy updates, etc.) and work closely with cross-functional teams to support improvement plans.
  • Establish the quality standards governing customer interactions and community moderation, designed to ensure that the Nextdoor member experience is consistent across all customer touch points.
  • Drive improvements across both Training and Quality to reduce agent errors, improve information retention, and increase overall operational effectiveness
  • Support the Voice of the Customer program by identifying and outlining the root cause of interactions and escalating trends to the business stakeholders.
  • Develop and run strategic initiatives for intelligently scaling customer support operations through SLA management, process excellence, and technology enhancements.
  • Influence cross functional partners in policy decision-making processes based on training needs analysis

What You’ll Bring to The House

  • 3+ years of directly managing a Training and Quality team
  • 7+ years of experience in large scale customer contact operations.
  • Experience working with outsourced vendors is desired
  • An exceptional written and verbal communicator that can pass down information and instruction with great clarity.
  • Analytical, with a data-informed approach to management and decision making
  • Knowledge of Training and Quality Assurance tools: Knowledge management, speech analytics, LMS, and other authoring and analytics tools.