Customer Experience Learning and Development Manager - Remote

Overview

This role focuses on enhancing the customer experience through effective learning and development strategies, ensuring agents are well-equipped to handle complex issues.

In Short

• Design and scale training programs for customer experience agents.
• Develop a performance system for onboarding and ongoing upskilling.
• Utilize data analytics to drive improvements in training effectiveness.
• Lead global teams across various agent environments.
• Implement leading-edge adult learning methodologies.
• Build a reputation for quality in agent training.
• Manage change and stakeholder relationships effectively.
• Support a positive work-life balance for employees.
• Contribute to a culture of diversity, equity, and inclusion.
• Ensure agents achieve high levels of proficiency quickly.

Requirements

• 10+ years in learning and development, 5+ in customer experience.
• 5+ years leading managers in diverse environments.
• Experience in building quality-focused agent teams.
• Strong adult learning methodologies knowledge.
• Expertise in training impact metrics (CSAT, NPS).
• Proficient in CX enablement tools (KMS, LMS).
• Strong data literacy with analytics tools.
• Exceptional program and change management skills.

Benefits

• 100% remote work environment for US-based employees.
• Attractive pay and comprehensive benefits.
• Health benefits including medical, dental, and vision.
• 401(k) plan access.
• Generous time-off policies including company-wide shutdowns.
• Paid parental leave for all types of parents.
• Employee Assistance Program (EAP) for health support.
• Home office stipend for new hires.
• Quarterly stipends for team-building activities.
• Wellness events and community groups for employee support.