Experienced Training Manager, Customer Experience – Driving Excellence in Grocery Delivery

At careerzynith, we're revolutionizing the grocery industry by making food more accessible and enjoyable for everyone. As a Training Manager, Customer Experience, you'll play a pivotal role in shaping the future of our company by creating and delivering best-in-class training programs that drive exceptional customer experiences. If you're passionate about training, customer support, and innovation, we invite you to join our dynamic team and contribute to our mission of transforming the way people shop for groceries.

• *About careerzynith**

careerzynith is a leading grocery delivery company that's changing the way people live, work, and shop. We believe that everyone deserves access to the food they love and more time to enjoy it together. Our team is dedicated to delivering an essential service that customers rely on, while also offering safe and flexible earnings opportunities to our Personal Shoppers. With a Flex First approach, we empower our employees to choose where they do their best work, whether it's from home, an office, or their favorite coffee shop.

• *Overview**

As a Training Manager, Customer Experience, you'll lead efforts to create and facilitate best-in-class training programs and content that improve knowledge gaps, quality of customer interactions, and efficiency of agent day-to-day operations. You'll work closely with team members across different levels and tenures to design and deliver impactful training sessions that drive business results. This is an excellent opportunity for a training professional with diverse experience in instructional design and building content.

• *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**

To succeed in this role, you'll need:

• 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**

careerzynith provides 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 passionate about training, customer support, and innovation, we invite you to join our dynamic team and contribute to our mission of transforming the way people shop for groceries. Apply now to become a part of careerzynith's journey to revolutionize the grocery industry.

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