CX Training and Quality Assurance Manager
Company: Whisker
Location: Auburn Hills
Posted on: May 3, 2024
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Job Description:
Whisker is the maker of Litter-Robot, Feeder-Robot, and
Litterbox.com. 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.Develops and executes a forward-thinking training and
development strategy that aligns with CXs business goals and
ensures a continuous learning cultureDesigns, implements, and
oversees a range of training programs, including onboarding,
technical skills, leadership development, sales, soft skills,
catering to various employee levels and job functionsCollaborates
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 environmentsBuilds and leads a high-performing training
and quality team, fostering their professional growth, managing
their performance, and cultivating a collaborative
environmentConducts regular needs assessments to identify skills
gaps and training requirements across the CX organization, staying
attuned to industry trends and best practicesEstablishes key
performance indicators (KPIs) to measure the effectiveness of
training programs, tracks progress, and analyzes data to make
data-driven improvementsDesign scorecards and goals for
specialists, supervisors, and managers that align with the
behaviors that lead to CX annual targets and goalsFacilitates the
implementation of new processes, technologies, or changes within
the organization through comprehensive training initiatives,
ensuring smooth transitionsCollaborates closely with department
heads, executives, and cross-functional teams to understand their
training needs and aligns training efforts with broader business
strategiesDevelops and manages the training and development budget,
optimizing resource allocation for maximum impact and return on
investmentPartners 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 monthsIntegrate cutting-edge
technology into our learning landscapeUtilize metrics to reveal the
impact of our learning initiatives on performance, retention, and
overall successPerforms other duties as assignedLeadership
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
field10+ years of proven experience in designing and implementing
training and development programs in a leadership roleStrong
understanding of adult learning principles, instructional design,
and e-learning technologiesAdvanced deployment experience with
technical, product-based subject matterExcellent leadership,
communication, and interpersonal skillsAnalytical mindset with the
ability to interpret data and translate insights into actionable
improvementsExperience in managing a team and working
collaboratively with cross-functional departmentsDemonstrated
ability to think strategically and execute methodicallyStrong
project management skills, including the ability to prioritize and
manage multiple initiatives simultaneouslyFamiliarity with training
software, learning management systems (LMS), and digital learning
toolsUnderstanding 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 insuranceLife
InsurancePTO14 Paid HolidaysPaid Parental Leave401K with 4%
MatchFlexible Work ArrangementsTop of the line equipmentLife
InsuranceSupplemental Pet InsuranceStatement 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.#onsite1by Jobble
Keywords: Whisker, Taylor , CX Training and Quality Assurance Manager, Executive , Auburn Hills, Michigan
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