Customer Care Training Manager

Summary

Join Remote's CX Quality & Development team as a Training Program Manager, where you will design, implement, and maintain training programs for client-facing teams. Collaborate with stakeholders to develop comprehensive training initiatives, ensuring new hires are quickly onboarded and existing employees continuously upskilled. You will leverage project management skills to solve problems creatively, manage the Customer Experience Training Library, and facilitate knowledge-sharing sessions. This fully remote position offers a competitive salary, flexible work arrangements, and a comprehensive benefits package. Remote prioritizes a positive work-life balance and encourages employee well-being. Apply now to contribute to a global company focused on compliant global employment.

Requirements

• High level understanding of all that is Remote, including the platform and help center
• Experience creating presentations for a large audience; direct training content creation experience preferred
• Enthusiasm and energy to drive engagement and foster culture within Remote

Responsibilities

• Design and implement training programs: Collaborate with thought leaders within Remote to develop and execute comprehensive training programs tailored to the needs of the organization
• Project management and creative problem-solving: Utilize your experience or education in project management to creatively approach problem-solving tasks. Independently scope projects, identify key stakeholders, and prioritize buy-in for large training initiatives
• Vertical-specific training design: Collaborate with managers across various verticals within CX to design specialized training material as per their specific needs and requirements
• Continuous improvement: Identify opportunities for continuous improvement in training programs and processes, implementing enhancements to optimize effectiveness and efficiency
• Ownership of new hire training content: Take ownership of the content used in training for new hires, ensuring that they are brought up to speed quickly and efficiently
• Facilitation of knowledge enablement sessions: Host regular knowledge enablement sessions such as shadowing or co-working sessions at a group or regional level, at least twice per month, to foster continuous learning and development
• Maintenance of the Customer Experience Training Library: Manage and maintain the Customer Experience Training Library, ensuring that it remains updated and accessible to all client-facing teams
• Maintain high productivity standards: Maintain productivity standards while demonstrating a high attention to detail, a deep understanding of the customer journey, and a commitment to customer advocacy

Benefits

• Work from anywhere
• Flexible paid time off
• Flexible working hours (we are async )
• 16 weeks paid parental leave
• Mental health support services
• Stock options
• Learning budget
• Home office budget & IT equipment
• Budget for local in-person social events or co-working spaces