Associate Manager, Training and Quality

Patreon is a media and community platform where creators give their biggest fans access to exclusive work and experiences. Over 300k creators are cultivating fandoms and building their businesses each month. Creators can offer free memberships to fans looking to explore more of their work, paid memberships to give access to exclusive media and community, or sell directly to fans with Shops.

Ultimately our goal is simple: fund the creative class. And we're leaders in that space, with:

• 8B+ earned since Patreon's inception

• 30M free new memberships in the first year of launching that option, and

• 10M fans paying each month for exclusive access to creators' work and community.

We're continuing to invest heavily in building the best creator products with the best team in the creator economy and are looking for an Associate Manager, Training and Quality to support our mission.

This role is based in San Francisco or New York and open to those who are able to be in-office 2 days per week on a hybrid work model or remotely in the US.

                                     
About the Role

The Associate Manager, Training and Quality will drive programs that ensure agents are proficient and prepared to deliver exceptional customer support, aligning initiatives with company goals through close cross-functional collaboration. This position is essential in fostering a high-performing Product Support team committed to continuous improvement and outstanding customer experiences. As a collaborative leader, the Associate Manager will work closely with cross-functional teams and operations leadership to align QA and Training initiatives with broader business objectives and foster a culture of continuous improvement and agent empowerment.

• Develop and execute comprehensive Training and Quality Assurance programs with Product Support leadership, including onboarding and ongoing skill development

• Lead, coach, and develop a small team of trainers and QA analysts, fostering a high-performance and collaborative environment

• Manage end-to-end ownership of the training and quality assurance programs, overseeing the creation, delivery, and assessment of curriculums and rubrics

• Collaborate with internal and external teams departments including Product, Engineering, and Payments Operations to ensure alignment of training and quality programs and results with company objectives.

• Adapt training to support new product launches, process changes, and evolving customer expectations, leveraging cross-functional expertise as needed.

• Establish, document, and maintain quality standards, ensuring consistency in support agent performance and customer satisfaction.

• Conduct ongoing audits of training and quality assurance programs, identifying opportunities for continuous improvement

• Partner with Product Support leadership to set performance benchmarks, analyze metrics, and address identified knowledge or performance gaps.

• Refine training materials, methods, and tools using data-driven insights, adapting to evolving business needs and customer feedback.

• Manage program reporting, providing leadership with insights on training progress, quality standards, and areas for improvement.

About You

• 5+ years of experience in training, quality assurance, or a related role within customer support or service operations, ideally in tech or startup environments with BPO teams

• Proven program management and leadership experience, ideally managing a team that drives performance excellence and customer satisfaction

• Proven ability to leverage data analysis to implement process and policy improvements

• Passionate about providing best-in-class customer experiences in various settings 

• Strong analytical skills and experience with Training and QA metrics and performance management

• Excellent verbal and written communication skills, with a talent for delivering constructive feedback.

• Collaborative mindset, with the ability to work cross-functionally and align team initiatives with broader organizational goals.

• Strong communication and collaboration skills to build alignment and foster teamwork across stakeholders.

• Commitment to Patreon's mission of supporting creators, with a focus on building an inclusive, high-performing support environment.

About Patreon

Patreon powers creators to do what they love and get paid by the people who love what they do. Our team is passionate about making this mission and our core values come to life every day in our work. Through this work, our Patronauts:

• Put Creators First | They’re the reason we’re here. When creators win, we win. 

• Build with Craft | We sign our name to every deliverable, just like the creators we serve.

• Make it Happen | We don’t quit. We learn and deliver. 

• Win Together | We grow as individuals. We win as a team.

We hire talented and passionate people from different backgrounds across the organization. If you’re excited about a role but your past experience doesn’t match with every bullet point outlined above, we strongly encourage you to apply anyway. If you’re a creator at heart, are energized by our mission, and share our company values, we’d love to hear from you.

Patreon is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class.

Patreon offers a competitive benefits package including and not limited to salary, equity plans, healthcare, unlimited paid time off, company holidays and recharge days, commuter benefits, lifestyle stipends, learning and development stipends, patronage, parental leave, and 401k plan with matching.