Job Description

Empathy is on a mission to help families through life’s most challenging moments. Our award-winning product, powered by tech and driven by purpose, provides peace of mind by guiding families through all the tedious and time-consuming tasks associated with loss. With a combination of tech and human support, we enable families to focus on what truly matters and support them through the emotions that follow.

Our team is passionate, empathetic, and dedicated to providing world-class solutions to families in need. We work collaboratively to identify pain points and design elegant solutions that empower and support our users.

As Training & Development Lead, you will drive the vision and strategy for how our Care Team learns, grows, and operates with excellence. You will supervise a part-time T&D Specialist and be responsible for the design, delivery, and ongoing evolution of training, onboarding, knowledge management, and QA processes for Care Team roles across multiple products, journeys, geographies, and channels. This role combines hands-on program leadership with strategic oversight to ensure that every team member has the skills, knowledge, and confidence to deliver high-quality care consistently.

You will work closely with Care Team leadership, operations, and cross-functional team members to align training with operational priorities, scale onboarding and ongoing development, and embed continuous learning into our culture.

This is a high-impact role for someone who is passionate about adult learning, coaching, knowledge management, and operational excellence, and who thrives in a fast-paced, mission-driven environment.

In this role you will

Training Strategy & Design

• Own the end-to-end training strategy, including onboarding and ongoing development programs for all frontline team members.
• Ensure training programs reflect best practices in adult learning, empathy-driven support, and operational readiness.
• Identify gaps in knowledge, skills, and process understanding across the Care Team and design targeted training initiatives.
• Bring vision for learning tools and systems to streamline content delivery, skill tracking, and knowledge retention.

Learning Delivery & Enablement

• Deliver training sessions, workshops, and coaching for new hires and current team members.
• Supervise a part-time T&D Specialist, delegating responsibilities while ensuring quality, consistency, and alignment with strategy.
• Maintain and evolve the Care Team Knowledge Base: ensuring content is accurate, searchable, user-friendly, and reflects current processes and best practices.
• Partner with Care Team Leads to identify gaps, outdated content, or emerging learning needs, and lead updates to ensure the knowledge base evolves alongside the team and products.

Performance Quality & Oversight

• Partner with Care Team Leadership to refine and maintain QA standards across channels and for all team members
• Use QA insights to identify training opportunities, skill gaps, and content updates for the knowledge base.
• Analyze training effectiveness and iterate on programs to ensure measurable impact on team performance and user outcomes.
• Establish KPIs and tracking mechanisms for onboarding, skill development, and knowledge retention.

Culture & Leadership

• Champion a culture of continuous learning, curiosity, and high-quality care across the Care Team.
• Serve as a mentor and thought partner for Care Team Leads and the T&D Specialist.
• Drive initiatives that scale best practices, elevate performance, and strengthen Care Team’s ability to deliver consistent, high-quality user experiences.

Requirements

• 5+ years of experience in training and development, adult learning, and/or organizational enablement (preferably in customer support, healthcare, or mission-driven organizations)
• Proven ability to design, deliver, and scale training programs across teams, geographies, or products.
• Hands-on experience with knowledge management systems like Guru, LMS platforms like WorkRamp, and tools for training delivery and performance tracking.
• Experience coaching leaders to improve performance and impact.
• Exceptional written and verbal communication skills, with the ability to translate complex information into clear learning content.
• Strong analytical skills; able to measure training effectiveness and adapt programs based on data.
• Comfortable operating in a fast-paced, evolving environment with multiple stakeholders.
• Passion for empowering teams, improving processes, and enhancing the quality of support delivered to users.

The salary for this position is approximately $80,000 base salary plus equity and full benefits package. The exact compensation is decided based on many factors, including but not limited to: skills, qualifications, and geographic location.

To support our employees, we offer comprehensive benefits both in and out of the office. These include premium healthcare, comprehensive paid time off, and flexible parental leave. Our bereavement care includes premium access to the Empathy platform and support for employees and their families. We support financial wellness with a company-sponsored 401(k) plan and up to a 4% employer match, along with competitive stock options. With annual retreats, team lunches for our NYC office, and a remote employee stipend, we prioritize spending time together and investing in our people. We hope you will want to join our exceptional team!

Empathy is an equal opportunity employer and considers all candidates for employment regardless of race, color, religion, sex, national origin, citizenship, age, disability, marital status, military or veteran’s status (including protected veterans, as may be required by federal law), sexual orientation or any other category protected by law. We celebrate all backgrounds and attributes that continue to help make our team impactful, iterative, adaptable, and effective.