Customer Care Training & Development Manager

Customer Service Remote Remote - California, New York, Florida, Texas, Washington, Georgia, Ohio, Hawaii, Arizona, Nevada


Description

Position at BFA

About the Role:

We are looking for a Customer Care Training & Development Manager to oversee training and development for our global customer service operations. You will be responsible for leading a training team and all aspects of the development and implementation of our training and development strategy.

The ideal candidate must be comfortable having oversight of a high performing team, capable of identifying needs or gaps in the learning process for our operational teams, defining the strategy and designing a continuous learning environment and roadmap based on the organizational needs of the business. This role will report to the Vice President of Customer Care. 

What You’ll Be Doing:

  • Develop an annual Training and Development strategy and vision.
  • Plan and execute a training roadmap and schedule that meets the business' requirement and adjust where appropriate if business requirements change.
  • Manage and oversee customer support onboarding from start to finish inclusive of new hire onboarding, ad hoc training needs and leadership training. 
  • Responsible for training content creation, delivery and iteration for a diverse, multi-skilled global team. 
  • Create and improve existing documentation, presentations, materials and resources used for both customer support onboarding and the team’s continued education.
  • Liaison with management and operations to identify trends and individual areas of development to maintain an ongoing training needs analysis ensuring overall quality of training.
  • Identify training requirements within all areas of care such as refresher training and product/brand/program knowledge.
  • Accountable to be up to date with latest business updates including: business, strategy, products, projects and initiatives; and ensure that all team members receive timely learning to continue to deliver an outstanding service to our customers.
  • Contribute to the overall success of the Training Department by identifying ways to continuously improve the learning process.
  • Maintain documentation and records related to training classes and trainee performance.
  • Prepare statistical reports to evaluate performance of and monitor progress of trainees.

What We’re Looking For
:
    • Qualifications: 
      • 4+ years experience managing a successful team of trainers in a structured professional setting, preferably in a contact center environment.
      • 4+ years of coaching training professionals on facilitation skills in instructor led training (train the trainer), preferably with experience in virtual training as well.
      • Demonstrated understanding of instructional design methodologies.
      • Demonstrated understanding of frontline leadership skills and experience facilitating structured leadership development curriculum.
      • Experience coordinating and tracking organizational training through a Learning Management System.
      • Demonstrates high degree of professionalism, leadership, and autonomous drive.
      • Proven track record to drive results through leading and coaching.
      • Articulate, persuasive communicator across multiple organizational levels.
      • Bilingual a plus - Fluent in English and Spanish.
    • Pragmatic & Results Driven: You are eager to drive impact and are energized by results. You understand how to break down a complicated problem, and you work backwards methodically.
    • Collaborative: You are an effective communicator with experience in cross-team collaboration. You are humble, and commit yourself to learning. You know to successfully drive vision and strategy at the highest level, you must also understand the lowest level of detail.
    • Accountable: You act with agency and minimal mentorship to support business operations, anticipate risks, and identify contingency plans. 
    • Organized & Analytical: You tackle the toughest problems first, and prioritize initiatives seamlessly. You gather and analyze data to make recommendations using professional concepts and frameworks.
  • Bias For Action: You act with confidence and clarity when you see an opportunity unfold. You thrive in a fluid and fast-paced environment. 


Bonus if You Have
:
  • Subscription Commerce and/or eCommerce experience
  • Contact center operations experience both in nearshore, offshore and global environments


What We Offer
:
  • Competitive salary & equity grants
  • Medical, dental & vision insurance
  • Annual bonus program*
  • Paid time off & work from home flexibility
  • Free Glam Bag Plus subscription
  • Learning & development programs 


About BFA INDUSTRIES

BFA Industries inspires everyone to express themselves, making beauty more accessible to all. Through product innovation, machine learning technology, and a community-first mindset, we democratize beauty by delivering not only personalized experiences, but a feeling of authentic self-expression. We’re home to beauty subscription brands IPSY and BoxyCharm, as well as brand incubator, Madeby Collective, and personal care brand, Refreshments. Headquartered in San Mateo, with offices in New York, Miami, Santa Monica, and Argentina, BFA brings together a diverse group of entrepreneurial thinkers and creative problem solvers with a penchant for getting things done. 

We are an equal opportunity employer who celebrates diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by federal, state, or local laws.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us.

Please click here to our CCPA notice.