Customer Care Training Manager

Customer Care Training Manager

Requirements

• Bachelor’s degree in Training & Development, Business Marketing, Communications, Psychology, Education, or a related field required.
• 5–7+ years of experience in training, adult learning, or a related area; final level determined based on experience.
• 5+ years of leadership experience in customer-facing team environments.
• 4+ years of experience leading and developing other People Leaders.
• Demonstrated ability to drive operational efficiency with a strong sense of urgency.
• Excellent communication, including written, oral, facilitation, and presentation skills, specifically with remote stakeholders.
• Flexible, creative, and innovative, with the ability to manage responsibilities and priorities in a fast-paced, growth-oriented, and time-critical environment.
• Solid organization, project management, and planning skills.
• Strong abilities in dealing with ambiguity, problem-solving, critical thinking, and being analytical.
• Solid understanding of adult learning methodologies, learning management systems, and training delivery platforms.

Responsibilities

• Develop and facilitate training needs assessment, training strategy, and oversee training plans and materials for Verification Advocates, Team Leaders, and Managers, with a focus on anticipating and addressing the challenges of training for complex, less frequent scenarios.
• Create and develop change plans, stakeholder analysis, communication plans, training plans, and lead execution on change plans.
• Create, oversee, and execute against internal communication campaigns and plans.
• Drive training design and oversee the development of training materials and curriculum, with an emphasis on incorporating technical skills and data-driven insights, and crafting strategies for effective learning of intricate and infrequently encountered situations.
• Coordinate with stakeholders to identify new training needs and/or changes to the existing training curriculum, particularly for complex and detailed verification processes.
• Coordinate all assigned projects, ensure projects are completed by target deadlines, and provide project status updates to management.
• Assist in maintaining a high level of employee morale by exhibiting a positive disposition and interacting ethically.
• Oversee the Advocate resource systems and ensure it is updated with policies and procedures.
• Identify skills gaps during and/or after training classes; help develop training material to address skills gaps, particularly in technical and analytical areas.
• Explore and implement innovative training techniques, including those leveraging Artificial Intelligence, to enhance learning and retention for detail-oriented tasks and to effectively prepare advocates for complex, low-frequency events.
• Other duties as assigned.

Preferred Qualifications

No preferred qualifications provided.