Training Manager, Customer Experience – Driving Excellence in Grocery Delivery

At blithequark, we're revolutionizing the grocery industry by providing a seamless and enjoyable experience for our customers. As a pioneer in grocery delivery, we're committed to making high-quality food and household essentials accessible to everyone, while also empowering our community with safe and flexible earning opportunities. We're not just a grocery delivery service; we're a lifeline for millions of people, and we're building a team that will help us push the boundaries of what's possible.

Join Our Table

We're a Flex First team, which means we believe in the power of flexibility and autonomy. Our employees have the freedom to choose where they do their best work – whether it's from home, an office, or their favorite coffee shop – while staying connected and building community through regular in-person events. If you're ready to do the best work of your life, come join our table and be a part of something truly innovative.

About the Role

We're seeking an experienced Training Manager, Customer Experience to lead our efforts in creating and facilitating best-in-class training programs and content. As a key member of our Learning and Development (L&D) Team, you'll work closely with team members across different levels and tenures to design and deliver impactful training sessions that improve knowledge gaps, quality of customer interactions, and efficiency of agent day-to-day operations. You'll also collaborate with and support our external partner teams to ensure consistent processes and quality across the enterprise.

Key Responsibilities

* Lead, coach, and enhance the skills and product knowledge of training facilitators to achieve our strategic training vision

• Develop and execute a strategic roadmap for onboarding, training, and continuous development of Customer Experience Support teams globally
• Lead the design, implementation, and optimization of impactful learning programs, including onboarding and continuous training sessions for new and existing team members
• Define and analyze critical metrics for training activities to measure effectiveness and drive continuous improvement efforts
• Identify and implement progressive tools and technology enablers that enhance the effectiveness and efficiency of training classes
• Collaborate closely with Vendor Management teams to ensure consistency in learning development and knowledge retention across the enterprise

About You

We're looking for a seasoned professional with a passion for training and development. Here are the minimum qualifications we're looking for:

• 10+ years of Customer Support experience
• Minimum 5+ years in training and development, preferably within a contact center environment or tech industry
• 5+ years of experience as a people leader
• 5+ years of experience in curriculum design/development
• Understanding of industry learning trends and best practices, adult learning theory, and instructional design principles
• Ability to adapt well to fast-paced environments with quickly changing circumstances, direction, and strategy
• Strong organizational and project management skills, with the ability to manage multiple priorities and stakeholders simultaneously
• Excellent communication and presentation skills, with the ability to effectively convey complex information to diverse audiences

Preferred Qualifications

* Worked within multichannel support operations (voice, chat, email, sms)

• Experience in startups, marketplaces, or e-commerce
• Familiarity with working with large, diverse customer support, and operations organizations
• Extensive understanding of agent tools, processes, and best practices in customer support operations
• Experience developing training in a variety of delivery modalities (virtual, hands-on/experiential, instructor-led, remote classroom, synchronous/asynchronous) for a variety of audiences
• Bachelor's degree in Education, Business Administration, or a related field; advanced degree or certifications in Training and Development

What We Offer

We provide highly market-competitive compensation and benefits in each location where our employees work. This role is remote, and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here. For US-based candidates, the base pay ranges for a successful candidate are listed below:

• CA, NY, CT, NJ: $141,000—$157,000 USD
• WA: $136,000—$151,000 USD
• OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $130,000—$144,000 USD
• All other states: $117,000—$130,000 USD

Join Our Team

If you're a motivated and experienced training professional looking for a new challenge, we encourage you to apply to this exciting opportunity. Don't miss the chance to be a part of a dynamic team that's revolutionizing the grocery industry. Apply now and take the first step towards an exciting career at blithequark. Apply to this job Apply for this job