The Company
Cover Genius is a Series E insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com, Intuit, Uber, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon, Flipkart, eBay, Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.
Our team and products have been recognized with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.
Our People are
Bold, Authentic, Purposeful and Inspired
Our People are not
Perfect, Traditional, Complacent or Cautious
About the role
We are looking for our Global Training Enablement Lead to build the systems and tools that onboard, upskill, and certify our global team quickly and efficiently. You will manage the global training roadmap to ensure our enablement strategy matches our growth goals.
Rather than relying on legacy methods, you will build a system that ensures every assessor (internal or external) meets our quality standards from their first day. As a functional lead, your goal is to get new hires productive faster and keep performance high across all global hubs. You will translate complex insurance logic into quality training materials, ensuring every module for travel, logistics, retail, and mobility is accurate and easy to use.
What You'll Do:
Training System Development: Partner directly with Insurance and Claims teams to develop and maintain the "Master Curriculum" for all insurance verticals. You will be responsible for the structural integrity of our training content, working closely with internal experts to ensure all technical logic, policy nuances, and regulatory requirements (inc. Vulnerable Customer needs) are 100% accurate and reflected in the global learning paths.
Build machine-readable frameworks Develop technical plans and write the operational and procedural guides needed for insurance workflows. You will explain complex insurance and technical concepts through structured resources. These resources must work for two audiences: they need to give human assessors clear instructions and provide AI agents with accurate reference data.
Onboarding & Simulations: Build a scalable onboarding system. Instead of relying on manual shadowing, you will use simulation environments to test new hires and existing agents on complex, real-world claims before they handle live cases.
Omni-Channel Content & Knowledge Strategy: Establish and govern a single, verified source of truth that integrates across our operational ecosystem (including Slack and the claims platform). You will build a delivery model that pushes verified content from this central hub to our various tools, eliminating the use of disparate documents and ensuring global consistency at the exact moment of need. A key focus will be optimizing the "searchability" of knowledge so that the time-to-answer for an assessor is minimized, ensuring expertise is accessible at the exact moment of need.
QA & Complaints Improvements: Partner with the Quality Assurance, Fraud and Complaints teams to turn operational data into a strategic feedback loop. You will analyze QA trends, leakage data, and complaint root causes to identify performance failures, building targeted training interventions that fix errors at the source improving portfolio performance.
Scheduling & Capacity: Partner with the Workforce Management lead to define onboarding and continuous training windows within the global schedule. You will align training delivery with global capacity needs, ensuring upskilling is data-driven, meets forecasts, and remains non-disruptive to service levels.
Internal & Partner Enablement Strategy: Support external partner onboarding. You will build and deploy standardized training programs for both our Merchant and BPO partners, ensuring our outsourced operations are an exact mirror of our internal high-performance standards, regardless of geography.
Team Leadership & Scale: Hire, develop, and retain a high-performing Enablement organization. You will manage specialists across content architecture and regional delivery, ensuring the team is structured to support our growth. You will hold the team accountable to strict operational KPIs rather than traditional HR metrics.
What We're Looking For:
Systems Engineering Mindset: You treat team performance as something that can be measured and improved through better tools and infrastructure. You focus on building systems that allow the company to scale efficiently without simply adding more people, and you use data to find and fix performance gaps.
Operational Grit: You have 7+ years of experience in operations or training, ideally within Fintech or Insurtech. You’ve worked in fast-paced environments where you prioritize building functional systems over just writing long manuals.
Adaptability You can work with insurance experts to break down technical, regulated products—like Travel, Logistics, and Retail—into simple, clear programs that work globally.
Data Analysis You are comfortable with metrics and use them to find the root cause of performance issues. You can take raw data and turn it into practical changes that improve how the team operates.
Problem Solving You look for creative, non-traditional solutions to operational challenges rather than just following established routines.
Self-Directed Builder You are a proactive builder with the curiosity to prototype a training engine or workflow yourself before hiring a team to scale it.
Why Cover Genius?
Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?
• Flexible Work Environment - Our teams are hybrid. We work from home on a Wednesday and Thursday and attend the office on Monday, Tuesday and Friday with flexibility around start/finish times.
• Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.
• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.
• Social Initiatives - pictures speak a thousand words!
Sound interesting? If you think you have the best composition of the above, send us your resume and let's chat!
* Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.
By submitting your application, you acknowledge that we may collect, store and process your personal data for recruitment purposes. To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application. For detailed information about how we handle your data and our use of AI, please review our full Privacy Policy.
