Patagonia – Sr. Learning & Development Manager – Customer Service

Team: Customer Experience

Years of

Experience:

8+ years

As the Sr. Manager of Learning & Development for the Customer Service team, you will lead a team of Learning and Development professionals responsible for the training, communications and knowledge base support of our Customer Service team. You will define and execute the strategy for training new and existing Customer Service Representatives on a variety of topics. You’ll be responsible for project management, content & curriculum design, technology solutions, training delivery, technical writing, and training vendor management.

You’ll be managing a team of diverse individuals and build the strategy for guiding your team through the execution of various types of training, including New Hire, New to Role, Cross-Training, Just in Time, Career Progression, and Leadership Development. Position requires the ability to travel up to 10% of the time.

• Develop and execute the vision, strategy, and roadmap for the Customer Service Learning & Development team
• Create a robust curriculum for new hire onboarding and continuous education for the customer service teams
• Execute the new hire onboarding & nesting plan, ensuring new hires are set up for success
• Design, develop, customize, and execute Customer Service learning experiences, programs, tools, and resources
• Work closely with other leaders to assess needs, develop strategies, communicate approach, and design solutions that support our team members’ success
• Evolve and expand the curriculum, leveraging best practices to set teams up for success
• Buy, build, or redesign solutions as needed
• Recommend appropriate delivery mechanisms (e.g. classroom, on demand, virtual, performance support, blended learning)
• Develop and execute the strategy to drive learning beyond the classroom, employing creative ideas to ensure knowledge has been transferred to the learner
• Create a culture of coaching, support, and growth for all customer service representatives and their leaders by implementing feedback loops and data driven continuous education.

• Execute change management and communication strategies to roll out new tools and increase ongoing usership.
• Leverage insights from analytics to identify strategies that support employee engagement and partner with HR stakeholders to drive meaningful actions via robust continuous improvement planning process
• Actively collaborate with key stakeholders across the business that need change management support on organization design decisions
• Lead an effort to streamline and simplify employee user experience of tools across the organization

• A Change Champion: An inspiring leader who proficiently and optimistically manages their team through change by understanding organizational transitions, planning strategically, communicating transparently, inspiring trust, and actively engaging stakeholders to achieve successful outcomes. Skilled at dealing with ambiguity and competing priorities. Demonstrates flexibility in a changing work environment
• Business minded: possess strong business acumen and understand keys to business success; knowledgeable in current and possible future policies, practices, trends, and information affecting our organization; knows the competition; is aware of how strategies and tactics work in the marketplace.
• A strong mentor and coach: fosters a culture of continuous learning and growth, develops employees, provides constructive feedback, creates a safe space for open dialogue. A leader of leaders who approaches challenges with vigor and explores solutions to drive a successful business
• A strong communicator: possesses excellent written, verbal, and non-verbal communication skills that can be shared with a wide variety of people while remaining clear, concise, accurate, prompt, and diplomatic. Demonstrates empathy and awareness of others in communication with customers, coworkers, and partners
• Results-driven: achieves results consistently and successfully. Creative thinker who uses data to build and execute a strategic vision
• An inclusive, collaborative team…