Manager Customer Operations Training & Quality

Ibotta is seeking an experienced people leader to manage our Training and Quality Assurance functions within Customer Operations. This role oversees a team of trainers and QA specialists — it does not deliver training directly but sets the strategy standards and conditions for the team to execute at a high level.

The ideal candidate has a track record of stepping into growing and scaling training environments and rebuilding them into cohesive stakeholder-aligned programs. They know how to manage competing training functions serving distinct audiences and they're fluent in modern learning technology including AI-enabled tools.

This position is located in Denver Colorado as a hybrid position requiring 3 days in office (Tuesday Wednesday and Thursday). Candidates must live in the United States.

Not based in Denver? We will offer a relocation bonus to help make your move to the Mile High City a smooth one.

What You'll Do

• Own the overall training and quality strategy for Customer Operations ensuring programs serve multiple audience types including Care agents and Business Operations Associates

• Lead coach and develop a team of trainers and QA analysts — setting clear expectations observing execution and closing performance gaps

• Evaluate the current QA program and implement a roadmap for improvement — including standardizing scoring criteria increasing efficiency through automation and ensuring quality data directly informs training decisions.

• Assess the current state of training programs identify gaps and drive a structured refresh that meets the needs of all key stakeholders

• Re-establish readiness benchmarks and nesting exit criteria that ensure trainees are production-ready before graduation

• Build and govern a library of on-demand and async training content to reduce dependency on live-only delivery

• Use quality data and new hire performance metrics to identify training gaps and deploy targeted interventions

• Partner cross-functionally with Operations Content & Communications Workforce Management Revenue Engineering and other teams to anticipate training needs and deliver on time

• Champion AI and automation tools to modernize content creation assessments and training delivery

• Manage the training calendar and communicate capacity constraints proactively to stakeholders

What We're Looking For

• 3+ years of people management experience in a training or L&D function preferably within a customer care or business operations environment

• Demonstrated experience leading training programs that serve multiple distinct audience types with competing priorities

• Proven ability to evaluate a dynamic training environment with significant room to shape and scale

• Hands-on experience with virtual on-demand and hybrid training delivery models

• Familiarity with Workday Learning Articulate Rise or similar LMS/eLearning authoring platforms

• Demonstrated ability to assess an existing quality assurance program identify gaps in process consistency and tooling and implement improvements that drive measurable outcomes — including automation of manual QA workflows where possible.

• Experience leveraging AI tools in learning content development or training operations

• Strong stakeholder management skills — able to translate business requests into structured plans and set realistic expectations

• Proficiency with Google Suite and Microsoft Office applications

• Excellent written and verbal communication skills

• Strong problem-solving abilities with capacity to see the bigger picture

• Advanced time management skills with ability to shift priorities quickly

• Experience improving training satisfaction metrics

Additional Details:

• This position is located in Denver CO and includes competitive pay flexible time off benefits package (including medical dental vision) Employee Stock Purchase Program and 401k match. Denver office perks include paid parking snacks and occasional meals.

• Total compensation range: $65000-$75000. Equity is granted in addition to the overall compensation package. This compensation range is specific to the United States labor market and may be adjusted based on actual experience.

• Ibotta is an Equal Opportunity Employer. Ibotta’s employment decisions are made without regard of race color religion national origin age sex marital status ancestry physical or mental disability veteran status gender identity sexual orientation or any other legally protected status.Applicants must be currently authorized to work in the United States on a full-time basis.

• Applicants are accepted until the position is filled.

• For the security of our employees and the business all employees are responsible for the secure handling of data in accordance with our security policies identifying and reporting phishing attempts as well as reporting security incidents to the proper channels.

Recruiting Agency Notice
Ibotta does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to any Ibotta employees.

What We Do

Ibotta (NYSE: IBTA) is a leading performance marketing platform allowing brands to deliver digital promotions to over 200 million consumers through a network of publishers called the Ibotta Performance Network (IPN). The IPN allows marketers to influence what people buy and where and how often they shop – all while paying only when their campaigns directly result in a sale. American shoppers have earned over $1.8 billion through the IPN since 2012. The largest tech IPO in history to come out of Colorado Ibotta is headquartered in Denver and is continually listed as a top place to work by The Denver Post and Inc. Magazine.

Why Work With Us

We help people in a very tangible way – we pay them. The more we give back the more we earn. We don’t have to choose between doing good and doing well. Our company goals keep us on track as we build a highly profitable business that maximizes a positive impact on the world around us.

Gallery