- Develops and executes a forward-thinking training and development strategy that aligns with CX's business goals and ensures a continuous learning culture
- 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
- 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.
- 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
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CX Training and Quality Assurance Manager - Auburn Hills, United States - Whisker
Description
Job Type
Full-time
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 it's 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.
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:
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 tomorrow's pet products-plus a whole lot of extras. You will also be provided with:
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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