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CX Training and Quality Assurance Manager - Auburn Hills, United States - Whisker
Description
Whisker is the maker of Litter-Robot, Feeder-Robot, and At Whisker, we believe pet parenthood can always get better.
As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets.
Whether its a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way.
To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better.Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 500+ passionate team members.
Summary:
The CX Training and Quality Assurance Manager will lead CX learning initiatives by designing, implementing, and managing comprehensive training programs that enhance team member skills, drive performance improvement, and foster professional growth.
What You'll Do:
This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.
Designs, implements, and oversees a range of training programs, including onboarding, technical skills, leadership development, sales, soft skills, catering to various employee levels and job functions
Collaborates with subject matter experts to create engaging and impactful training materials, utilizing a mix of multimedia resources, e-learning platforms, workshops, seminars, and virtual/in-person learning environments
Builds and leads a high-performing training and quality team, fostering their professional growth, managing their performance, and cultivating a collaborative environment
Conducts regular needs assessments to identify skills gaps and training requirements across the CX organization, staying attuned to industry trends and best practices
Establishes key performance indicators (KPIs) to measure the effectiveness of training programs, tracks progress, and analyzes data to make data-driven improvements
Design scorecards and goals for specialists, supervisors, and managers that align with the behaviors that lead to CX annual targets and goals
Facilitates the implementation of new processes, technologies, or changes within the organization through comprehensive training initiatives, ensuring smooth transitions
Collaborates closely with department heads, executives, and cross-functional teams to understand their training needs and aligns training efforts with broader business strategies
Develops and manages the training and development budget, optimizing resource allocation for maximum impact and return on investment
Partners with the Talent Acquisition team and hiring managers to create and execute an outstanding new hire experience, including new hire orientation and ramp-up to productivity based on career pathways within 3 to 6 months
Integrate cutting-edge technology into our learning landscape
Utilize metrics to reveal the impact of our learning initiatives on performance, retention, and overall success
Performs other duties as assigned
Leadership Responsibilities:
Directly supervises department Teams and carries out supervisory responsibilities following Whisker policies and applicable laws.
Responsibilities include interviewing, training, and hiring, planning, assigning, and directing work, appraising performance, addressing team issues, and upholding safety and quality guidelines.
What You'll Bring:
BA in Human Resources, Organizational Development, Education, Business, or a related field
10+ years of proven experience in designing and implementing training and development programs in a leadership role
Strong understanding of adult learning principles, instructional design, and e-learning technologies
Advanced deployment experience with technical, product-based subject matter
Excellent leadership, communication, and interpersonal skills
Analytical mindset with the ability to interpret data and translate insights into actionable improvements
Experience in managing a team and working collaboratively with cross-functional departments
Demonstrated ability to think strategically and execute methodically
Strong project management skills, including the ability to prioritize and manage multiple initiatives simultaneously
Familiarity with training software, learning management systems (LMS), and digital learning tools
Understanding of how to utilize metrics and collaborate with key stakeholders to determine learning and development needs and effectiveness for both salaried professional as well as hourly, field based and corporate learners.
Benefits & Purrks:
Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the why, and has a strong sense of empathy and openness to new perspectives.
Be a part of exciting growth, work with incredible people, and create tomorrows pet productsplus a whole lot of extras.
You will also be provided with:
Premium Medical/Dental/Vision insurance
Life Insurance
PTO
14 Paid Holidays
Paid Parental Leave
401K with 4% Match
Flexible Work Arrangements
Top of the line equipment
Life Insurance
Supplemental Pet Insurance
Statement of Inclusivity:
We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.
Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status.
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