Training Manager for Customer Service Agents

The Training Manager is responsible for developing and managing learning and development programs to support the fulfillment & customer support system for Upgrade to see actual info. The Manager will report directly to Curated HQ in San Francisco to ensure training strategy alignment and consistency with required metrics. This leader will be responsible for developing training tools and assure appropriate curriculum development for all training programs that support the overall mission and strategy of Curated.

RESPONSIBILITIES

Needs Assessment:
Partner with Curated to identify learning and performance needs, and recommend solutions spanning initial training, just in time performance support, and advanced skills development
Training Program Development:
Work closely with Curated experts to support the development of both team-led and self-learning training programs
Maintain a high level of knowledge of Curated products and stay informed about and plan ahead for upcoming changes
Ensure training materials and processes meet all policies, regulatory, and compliance standards
Training Management & Delivery:
Manage a team of individual contributor Learning Consultants to facilitate associate product and performance support training in-person or using technology solutions
Oversee training schedules, tools, environments, and facilities standards to ensure effective and efficient training delivery
Create and manage communications, SharePoint portals, dashboards, etc.
Business Relationships & Alignment:
Maintain communication with internal customers to ensure customer satisfaction and continuous improvement
Track, monitor, and report on key education metrics to evaluate program success, measure learning strategy impact on the organization, and drive continuous improvement
QUALIFICATIONS

Bachelor’s degree in Business, Education, Adult Learning, or related field required. Master’s degree in Education Technology, Instructional Design, Education, Interactive Media, or Learning Systems preferred
2-3 years people management experience
5-7 years experience developing training programs, instructional materials, documentation, manuals, and online tools
Good project management experience and effective organizational skills
Knowledge of training methodologies, adult learning requirements, needs assessment and evaluation
Outstanding communicator; an individual who possesses superior written/verbal communication skills, as well as the ability to present his/her views in a clear and compelling manner
Strong analytical and problem-solving skills
Comfortable working in a dynamic environment