The Director Training and Development is responsible for the overall direction, coordination, and execution of our training and staff development programs for both our internal and outsourced contact centers. This position requires a candidate with experience building world class training and development teams in Customer Support organizations.

We are looking for someone who excels in building organizations that can create and deliver training courses in a large scale to support our rapid worldwide growth. If you are someone who owns outcomes, loves fast paced environments and most importantly can organize and lead a global training operation, join us!

Responsibilities:

• Lead team of Instructional Designers, Course Developers and Trainers
• Development and maintenance of new hire and update training curriculum and reference materials for classroom use and on-line modules
• Manage all communications so frontline staff are informed of all updates needed to successfully help customers

• Coordinate with: engineering, product management, sales, marketing and quality assurance teams around new product launches and enhancements
• Coordinate with customer support teams to develop on-going process and policy training
• Assess training needs of outsourced and internal contact center sites and implement supplemental training modules
• Scope/prioritize and schedule inbound training requests
• Manage LMS platform used in global contact center organization supporting over 1000 users
• Communicate training plan and schedule to internal partner teams on weekly basis
• Travel to partner sites to build/evaluate training teams
• Build strong relationship with partner teams
• Participate in business leadership meetings; develop and drive strategies and programs which improve the customer experience and competitive position of the organization
• Identification of performance gaps and employing effective interventions to close them
• Differentiate training from performance improvement needs and address them each appropriately
• Measure and achieve target metrics
  • 90% trainees score 90% or higher on post training exams
  • 90% or higher employee satisfaction score on training classes
  • 99% staff complete training courses within deadline

Required Skills:

• Passion for helping people find solutions
• Excellent communicator/organizer/delegator
• Instructional design background
• Thrive in a dynamic, fast-paced, team-based environment
• 5+ years’ experience in writing/training background
• 5+ years people management experience
• Demonstrated high level of proficiency with Microsoft Office, HTML, CSS, Adobe CS, Captivate/LMS a plus
• Ability to successfully self-manage multiple projects and tasks simultaneously
• Excellent attention to detail and quality
• High personal productivity with demonstrated follow-up ability
• Bachelor’s degree in Information Technology, Computer Science, Business, Education or related field
• Experience with Salesforce and Litmos a plus
• Experience with multi-language support a plus
• Interest in consumer electronics and health and wellness
• Directing training and managing performance for an international audience (preferably for a contact center) a plus
• Working for a consumer electronics company a plus