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Customer Experience Training Manager

The Customer Experience team is here to delight our customers and keep them coming back. They are the center point for many collaborative departments at Spreetail. Responsible for reducing customer pain points, they are advocates of customer initiatives in operations, sales, and marketing. Our Customer Experience Specialists are determined problem solvers who think about the big picture without losing sight of the details and treat every customer as the most important. With exposure to many departments, each Customer Experience Associate builds a foundation of knowledge and ideas that transfer well throughout Spreetail. 

In this brand new role you will : 

  • Ensure that the highest level of customer experience is delivered across both the Customer Engagement and Customer Solutions teams by championing a comprehensive training and development program, including onboarding program for all Spreetail new hires, three month training process for new team members, ongoing training, and development program. 
  • Build and manage Customer Experience Quality Assurance program, this needs to be upper echelon, “wow” factor quality across the team, ensuring customer “beyond” satisfied feel.  
  • Set vision of development process in Customer Experience, utilize Training and Development team to ensure all team leads are equipped with the necessary resources to consistently and intentionally both develop and coach towards the long term goals of all team members. 
  • Designs comprehensive development programs that focus on leadership, personal effectiveness, on-boarding, product knowledge, customer service skills and technology to support a best-in-class customer experience.  
  • Design creative and engaging multi-platform content (coaching, classroom training, 1:1 sessions, action learning & e-learning, etc.) to support employee development using best practices in instructional design. 
  • Evaluate course content and training methods with an eye toward continuous improvement and learning effectiveness. 
  • Leads the project plans and develops effective communication plans to support the roll out of new L&D initiatives and programs. 
  • Collaborate with P&C to support department growth by continually building bench-strength of leadership through talent assessments, succession planning and individual development plans. 
  • Evaluates the effectiveness of training solutions against business needs; provides metrics summarizing effectiveness and making recommendations for improvement to key stakeholders. 
  • Develop and mentor a team of L&D Specialist focused on execution of training and development programs. 

You must have: 

  • Bachelor’s degree in organizational development, business, or education. 
  • 5 years experience in facilitating training and/or education delivery, excellent delivery and platform skills, and a proven track record and/or reputation for being a dynamic and effective facilitator. 
  • Subject matter expertise in instructional design and/or adult learning theory, eLearn development, leadership and management practices, communication theory, or other related topics. 

Spreetail isn’t just a job or career, it’s a lifestyle that isn’t for the faint of heart. Expect to put in the necessary hours each week to get the job done and break out of your comfort zone to tackle problems and pursue innovative solutions. If you’re looking for a challenge and a career you can grow with, Spreetail is the opportunity you’ve been waiting for.

We’ll reward you with:  

  • Stock appreciation rights  
  • Leadership development opportunities
  • Untracked time off  
  • Group health insurance  
  • Yearly company trip  
  • Regular company-funded events and activities  
  • Dollar-for-dollar donation match  
  • Home purchase bonus after 2 years of employment  
  • Island getaway after 3 years of employment  
  • 10-day sabbatical after 5 years of employment 
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