Manager, Training & Agent Development
New
G
Golden Pet BrandsConsumer Packaged Goods
RemoteFull-TimeManager
Salary$96,000-$120,000, plus bonus potential
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Job Details
- Experience
- 3+ years
- Required Skills
- Data AnalysisCanva
Requirements
- 3+ years of experience managing training teams in a contact center or customer care environment.
- Demonstrated experience designing and delivering omni-channel training programs (phone, chat, email, digital).
- Hands-on LMS administration and implementation experience.
- Proven track record building brand/product knowledge curricula in a DTC or CPG environment.
- Experience developing service-to-sales training programs with measurable revenue or conversion outcomes.
- Proficiency with content creation tools such as Articulate 360, Adobe Captivate, or Canva.
- Experience collaborating with QA and CX/brand teams to address training gaps.
- Strong instructional design skills with knowledge of adult learning principles.
- Excellent communication and presentation skills for senior leadership engagement.
- Bachelor’s degree preferred; high school diploma or GED required.
Responsibilities
- Design and deliver comprehensive onboarding and continuous-learning curricula across phone, chat, email, and self-serve channels.
- Manage the full lifecycle of the Learning Management System (LMS) including platform selection, content architecture, and optimization.
- Partner with CX Strategy and Brand teams to translate campaign messaging and product launches into effective training modules.
- Develop service-to-sales training tracks focused on upselling, subscription conversion, and loyalty retention.
- Build escalation training frameworks for product safety, regulatory inquiries, and high-value customer retention.
- Monitor training effectiveness through KPIs including quality score lift, CSAT/NPS, sales conversion, and time-to-proficiency.
- Lead, coach, and develop a team of Training Supervisors, Content Coordinators, and Trainers.
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