CX Training and Quality Assurance Manager

Company: Whisker
Location: Auburn Hills
Posted on: May 3, 2024

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, West Bloomfield Township , CX Training and Quality Assurance Manager, Executive , Auburn Hills, Michigan