This is a full time, salaried opportunity with Monday to Friday work days. This role will be hybrid with the expectation that this individual be in the Denver office at least two days per week.
Warehouse Anywhere provides self-storage solutions for businesses looking to centralize the administrative requirements to manage their storage assets nationwide. Our team enables the seamless management of your storage units regardless of location. Powered by our proprietary technology, our solution saves your organization time, money and creates efficiencies for your operations, procurement and sales teams.
Job Description
We are seeking a Manager, Learning & Business Process Optimization to lead Warehouse Anywhere’s enterprise learning program and own the design, documentation, and continuous improvement of business processes across the company. This role builds structured training and certification programs that the Client Operations, Partner Experience, Sales, and Finance teams rely on to scale. It owns the SOP library and sets standards for how SOPs are written, versioned, and certified, and it drives measurable process improvement across customer and partner facing workflows. The Manager partners closely with the Client Operations Team Manager, Partner Experience Manager, and functional leaders to identify training gaps and process inefficiencies. The role also leads the rollout of new tools and platforms, including the Store y customer portal, using strong change management discipline. The Manager is expected to use Microsoft Copilot and other AI tools daily to accelerate the design and delivery of training content, SOP authoring, and process analysis, while operating as the experienced human in the loop and using AI responsibly. This position reports to the CEO (interim) and will move under Operations Leadership once established.
Key Responsibilities:
Learning & Development Program Ownership
-
- Own Warehouse Anywhere’s enterprise learning program, including new hire onboarding, role based curricula, manager development, and ongoing skill building.
- Build a structured, written training program for each customer and partner facing role: Operations Coordinator, Senior Client Operations Coordinator, Team Lead, and Partner Experience Specialist, with role based examples, scenarios, and assessable checkpoints.
- Use Microsoft Copilot and other AI tools to accelerate training design and delivery by drafting curricula, generating role based scenarios and assessments, producing first drafts of facilitator guides, and converting SOPs and recorded sessions into reusable learning content. Always review and edit as the experienced human in the loop.
- Establish certification standards for high risk areas, including secure handling of customer payment information (correct use of ShareFile and a prohibition on insecure card data transmission), Brex and transaction history verification, and account and card hygiene.
- Maintain a current 30, 60, and 90 day onboarding plan for every customer and partner facing role, and partner with HR on early tenure performance signals.
- Track learning outcomes such as completion rates, time to proficiency, post training assessments, and on the job performance, and publish a monthly learning health report to leadership.
Onboarding & Role-Based Training Delivery
-
- Lead daily delivery of structured onboarding for new hires across Client Operations, Partner Experience, and other supported functions.
- Partner with the Team Lead, Client Operations and the Senior Client Operations Coordinators to operationalize shadowing schedules, work review, and 30, 60, and 90 day skill checkpoints.
- Build and maintain training content for Freshdesk SLA workflows, Monday.com queue management, CRM updates, the Store y customer portal, and partner workflows. Refresh content whenever tools or SOPs change.
- Coach managers on their role in employee development, including how to give feedback, run effective 1:1s, and document coaching.
Business Process Documentation & SOPs
-
- Own the SOP library across Client Operations, Partner Experience, and other supported functions. Set the standard for how SOPs are written, versioned, reviewed, and retired.
- Partner with functional managers to author and maintain SOPs for high volume customer and partner workflows, including new unit sourcing, vacates, lease transfers, rate adjustments, access changes, partner onboarding, escalation pathways, and payment workflows.
- Use Microsoft Copilot and other AI tools to draft and refresh SOPs, canned responses, and knowledge articles at scale. Confirm accuracy with subject matter experts before publishing.
- Maintain canned responses and knowledge articles in Freshdesk and WA Infocenter; ensure the Operations Coordinator and Partner Experience Specialist teams have current, accurate language for routine and escalated cases.
- Establish a quarterly SOP review cadence. Flag stale documents, drive owners to update them, and confirm changes are reflected in training content.
Process Optimization & Continuous Improvement
-
- Identify process inefficiencies and drive measurable improvement in customer and partner facing workflows, including response time SLAs, proposal turnaround, escalation resolution, and partner onboarding cycle time.
- Maintain a living defect log informed by manager spot checks and audit findings. Convert recurring issues into SOP updates, canned responses, and training content within two weeks of identification.
- Run root cause analysis on systemic issues surfaced by the Client Operations Team Manager and Partner Experience Manager. Recommend process, tooling, or training changes paired with a measurable success criterion.
- Lead cross-functional process-improvement projects from problem framing through rollout and post-launch measurement.
Tools, Systems & Change Management
-
- Serve as the lead change management partner for new tool, platform, and process rollouts, including the Store y customer portal, with structured communication plans, training, and adoption tracking.
- Maintain training and SOP content for Freshdesk, Monday.com, HubSpot, ShareFile, WA Infocenter, and the Store y customer portal. Partner with Technology on system enhancements and route field feedback into the product backlog.
- Champion responsible adoption of Microsoft Copilot and other AI tools across the organization. Establish patterns, prompts, and guardrails that help teams move faster while keeping an experienced human in the loop.
- Define and monitor adoption metrics for new processes and tools; intervene when adoption stalls and document the corrective action taken.
Cross-Functional Partnership
-
- Partner with the Client Operations Team Manager and Partner Experience Manager on team development, coaching standards, and joint case reviews. Translate field observations into training and SOP improvements.
- Work with Sales, Finance, Technology, and HR on shared workflows such as onboarding, contract handoff, payment workflows, IT provisioning, and offboarding, and own the documentation that connects them.
- Support the Operations Coordinator team’s training on partner workflows so first-line partner-facing customer support stays strong; partner with Partner Experience on second-line escalation pathways.
Reporting & Communication
-
- Submit a written weekly update to leadership covering RAG status, learning and SOP health, in flight process improvement initiatives, wins, issues and risks, decisions or asks, and next week’s focus.
- Lead a monthly learning and process KPI review with leadership covering onboarding ramp time, certification status, SOP currency, defect-log throughput, and adoption metrics for new tools and processes.
- Communicate honestly and early — surface bad news with the same urgency and clarity as good news.
Leadership Standards
-
- Demonstrate ownership of outcomes. No deflecting and no surprises. Prepare with data, present with clarity, and commit to next steps.
- Maintain professionalism, confidentiality, sound judgment, and consistent decision-making aligned to company expectations.
- Model and reinforce Warehouse Anywhere’s cultural values, including Solutions Driven, Teamwork, Operational Excellence, Reliability, Accountability, Game Changing Innovation, and Ethics, in every internal and partner facing interaction.
Compensation Structure
- Base salary range: $90,000-$120,000 plus variable bonus. Actual compensation will depend on experience, and qualifications.
- Detailed bonus plan provided as a separate document at offer stage.
Benefits
- Company subsidized medical, dental, and vision insurance ($100/month employer contribution to HSA account)
- Company paid STD, LTD, and life insurance (1x your salary up to $250k)
- Pet insurance
- 401(k) with company match
- Flexible PTO
- Paid Holidays
- Training and Tuition Assistance Program
Qualifications
- Bachelor’s degree in Business, Operations, Organizational Development, Learning & Development, Industrial Engineering, or a related field preferred.
- 5 to 7 years of experience in learning and development, business process management, operational excellence, or a related discipline.
- 2+ years owning enterprise learning programs and or SOP libraries in a customer or partner facing operations environment.
- Demonstrated ability to design and deliver role based training programs, including assessable checkpoints, certification standards, and post training measurement.
- Hands on experience using Microsoft Copilot and other AI tools to accelerate training design, SOP authoring, and process analysis, with the willingness to use these tools daily and the judgment to operate responsibly as the experienced human in the loop.
- Proven track record applying process improvement methodologies (for example, Lean, Six Sigma, Kaizen, SIPOC) to deliver measurable improvements in customer or partner facing workflows.
- Demonstrated experience operationalizing tooling rollouts, including end user training, SOP updates, and adoption tracking.
- Strong analytical skills with the ability to translate metrics into clear recommendations and a measurable plan.
- Strong executive presence: sound judgment, discretion, and consistent decision making in high pressure, customer and partner facing situations.
- Excellent written and verbal communication, facilitation, and coaching skills.
- Mastery of Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint, SharePoint) and proficiency with cloud based applications (for example, Freshdesk, CRM tools, Monday.com, HubSpot, ShareFile, learning management platforms, and collaboration platforms).
- Ability to flex beyond the standard work schedule to ensure the needs of the role, team, and business are met.
Preferred Attributes
- Experience in self storage, property management, logistics, or a tech enabled operations environment.
- Experience leading cross functional process improvement programs in a fast changing environment with frequent process and tooling changes (for example, a new customer portal or platform rollout).
- Experience designing certification programs for roles handling sensitive customer financial or payment data.
- Experience deploying AI tools (for example, Microsoft Copilot, Microsoft Cowork AI agent, or similar) in a learning, enablement, or process improvement context, including establishing prompts, guardrails, and adoption patterns for a team.
- Lean, Six Sigma, PMP, ATD, or similar professional certification.
- Commitment to Warehouse Anywhere’s mission of delivering technology-enabled storage and fulfillment solutions with reliability, accountability, and innovation.
Equal Employment Opportunity
- Warehouse Anywhere is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.
- Warehouse Anywhere is committed to providing reasonable accommodation to qualified individuals with disabilities throughout the recruitment and employment process. Applicants requiring accommodation should contact Human Resources.
Learning & Development Program Ownership
-
- Own Warehouse Anywhere’s enterprise learning program, including new hire onboarding, role based curricula, manager development, and ongoing skill building.
- Build a structured, written training program for each customer and partner facing role: Operations Coordinator, Senior Client Operations Coordinator, Team Lead, and Partner Experience Specialist, with role based examples, scenarios, and assessable checkpoints.
- Use Microsoft Copilot and other AI tools to accelerate training design and delivery by drafting curricula, generating role based scenarios and assessments, producing first drafts of facilitator guides, and converting SOPs and recorded sessions into reusable learning content. Always review and edit as the experienced human in the loop.
- Establish certification standards for high risk areas, including secure handling of customer payment information (correct use of ShareFile and a prohibition on insecure card data transmission), Brex and transaction history verification, and account and card hygiene.
- Maintain a current 30, 60, and 90 day onboarding plan for every customer and partner facing role, and partner with HR on early tenure performance signals.
- Track learning outcomes such as completion rates, time to proficiency, post training assessments, and on the job performance, and publish a monthly learning health report to leadership.
Onboarding & Role-Based Training Delivery
-
- Lead daily delivery of structured onboarding for new hires across Client Operations, Partner Experience, and other supported functions.
- Partner with the Team Lead, Client Operations and the Senior Client Operations Coordinators to operationalize shadowing schedules, work review, and 30, 60, and 90 day skill checkpoints.
- Build and maintain training content for Freshdesk SLA workflows, Monday.com queue management, CRM updates, the Store y customer portal, and partner workflows. Refresh content whenever tools or SOPs change.
- Coach managers on their role in employee development, including how to give feedback, run effective 1:1s, and document coaching.
Business Process Documentation & SOPs
-
- Own the SOP library across Client Operations, Partner Experience, and other supported functions. Set the standard for how SOPs are written, versioned, reviewed, and retired.
- Partner with functional managers to author and maintain SOPs for high volume customer and partner workflows, including new unit sourcing, vacates, lease transfers, rate adjustments, access changes, partner onboarding, escalation pathways, and payment workflows.
- Use Microsoft Copilot and other AI tools to draft and refresh SOPs, canned responses, and knowledge articles at scale. Confirm accuracy with subject matter experts before publishing.
- Maintain canned responses and knowledge articles in Freshdesk and WA Infocenter; ensure the Operations Coordinator and Partner Experience Specialist teams have current, accurate language for routine and escalated cases.
- Establish a quarterly SOP review cadence. Flag stale documents, drive owners to update them, and confirm changes are reflected in training content.
Process Optimization & Continuous Improvement
-
- Identify process inefficiencies and drive measurable improvement in customer and partner facing workflows, including response time SLAs, proposal turnaround, escalation resolution, and partner onboarding cycle time.
- Maintain a living defect log informed by manager spot checks and audit findings. Convert recurring issues into SOP updates, canned responses, and training content within two weeks of identification.
- Run root cause analysis on systemic issues surfaced by the Client Operations Team Manager and Partner Experience Manager. Recommend process, tooling, or training changes paired with a measurable success criterion.
- Lead cross-functional process-improvement projects from problem framing through rollout and post-launch measurement.
Tools, Systems & Change Management
-
- Serve as the lead change management partner for new tool, platform, and process rollouts, including the Store y customer portal, with structured communication plans, training, and adoption tracking.
- Maintain training and SOP content for Freshdesk, Monday.com, HubSpot, ShareFile, WA Infocenter, and the Store y customer portal. Partner with Technology on system enhancements and route field feedback into the product backlog.
- Champion responsible adoption of Microsoft Copilot and other AI tools across the organization. Establish patterns, prompts, and guardrails that help teams move faster while keeping an experienced human in the loop.
- Define and monitor adoption metrics for new processes and tools; intervene when adoption stalls and document the corrective action taken.
Cross-Functional Partnership
-
- Partner with the Client Operations Team Manager and Partner Experience Manager on team development, coaching standards, and joint case reviews. Translate field observations into training and SOP improvements.
- Work with Sales, Finance, Technology, and HR on shared workflows such as onboarding, contract handoff, payment workflows, IT provisioning, and offboarding, and own the documentation that connects them.
- Support the Operations Coordinator team’s training on partner workflows so first-line partner-facing customer support stays strong; partner with Partner Experience on second-line escalation pathways.
Reporting & Communication
-
- Submit a written weekly update to leadership covering RAG status, learning and SOP health, in flight process improvement initiatives, wins, issues and risks, decisions or asks, and next week’s focus.
- Lead a monthly learning and process KPI review with leadership covering onboarding ramp time, certification status, SOP currency, defect-log throughput, and adoption metrics for new tools and processes.
- Communicate honestly and early — surface bad news with the same urgency and clarity as good news.
Leadership Standards
-
- Demonstrate ownership of outcomes. No deflecting and no surprises. Prepare with data, present with clarity, and commit to next steps.
- Maintain professionalism, confidentiality, sound judgment, and consistent decision-making aligned to company expectations.
- Model and reinforce Warehouse Anywhere’s cultural values, including Solutions Driven, Teamwork, Operational Excellence, Reliability, Accountability, Game Changing Innovation, and Ethics, in every internal and partner facing interaction.
Compensation Structure
- Base salary range: $90,000-$120,000 plus variable bonus. Actual compensation will depend on experience, and qualifications.
- Detailed bonus plan provided as a separate document at offer stage.
Benefits
- Company subsidized medical, dental, and vision insurance ($100/month employer contribution to HSA account)
- Company paid STD, LTD, and life insurance (1x your salary up to $250k)
- Pet insurance
- 401(k) with company match
- Flexible PTO
- Paid Holidays
- Training and Tuition Assistance Program
Qualifications
- Bachelor’s degree in Business, Operations, Organizational Development, Learning & Development, Industrial Engineering, or a related field preferred.
- 5 to 7 years of experience in learning and development, business process management, operational excellence, or a related discipline.
- 2+ years owning enterprise learning programs and or SOP libraries in a customer or partner facing operations environment.
- Demonstrated ability to design and deliver role based training programs, including assessable checkpoints, certification standards, and post training measurement.
- Hands on experience using Microsoft Copilot and other AI tools to accelerate training design, SOP authoring, and process analysis, with the willingness to use these tools daily and the judgment to operate responsibly as the experienced human in the loop.
- Proven track record applying process improvement methodologies (for example, Lean, Six Sigma, Kaizen, SIPOC) to deliver measurable improvements in customer or partner facing workflows.
- Demonstrated experience operationalizing tooling rollouts, including end user training, SOP updates, and adoption tracking.
- Strong analytical skills with the ability to translate metrics into clear recommendations and a measurable plan.
- Strong executive presence: sound judgment, discretion, and consistent decision making in high pressure, customer and partner facing situations.
- Excellent written and verbal communication, facilitation, and coaching skills.
- Mastery of Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint, SharePoint) and proficiency with cloud based applications (for example, Freshdesk, CRM tools, Monday.com, HubSpot, ShareFile, learning management platforms, and collaboration platforms).
- Ability to flex beyond the standard work schedule to ensure the needs of the role, team, and business are met.
Preferred Attributes
- Experience in self storage, property management, logistics, or a tech enabled operations environment.
- Experience leading cross functional process improvement programs in a fast changing environment with frequent process and tooling changes (for example, a new customer portal or platform rollout).
- Experience designing certification programs for roles handling sensitive customer financial or payment data.
- Experience deploying AI tools (for example, Microsoft Copilot, Microsoft Cowork AI agent, or similar) in a learning, enablement, or process improvement context, including establishing prompts, guardrails, and adoption patterns for a team.
- Lean, Six Sigma, PMP, ATD, or similar professional certification.
- Commitment to Warehouse Anywhere’s mission of delivering technology-enabled storage and fulfillment solutions with reliability, accountability, and innovation.
Equal Employment Opportunity
- Warehouse Anywhere is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.
- Warehouse Anywhere is committed to providing reasonable accommodation to qualified individuals with disabilities throughout the recruitment and employment process. Applicants requiring accommodation should contact Human Resources.