Capability Lead - Customer Success

Waste Management; Howick; On-site; NZD 95,000 - 135,000; Full time

Job summary

WM New Zealand is seeking a practical, people-focused Capability Lead to shape learning, onboarding and development across Customer Success. You will turn complex operational information into learning people can understand and apply, helping new starters reach independent performance sooner and existing team members keep growing.

Reporting to the Head of Customer Success, you will own the end-to-end approach to learning and capability within the contact centre environment, building practical

Qualifications

• Experience in instructional design, workplace learning, capability development or training delivery.
• Experience developing onboarding programmes, competency frameworks or structured development pathways.
• Strong facilitation, coaching and stakeholder engagement skills.
• The ability to simplify complex operational information and create practical assessments and resources.
• Strong communication, planning and organisation skills, with confidence working in a fast-paced environment.
• Experience in customer service or a contact centre, business transformation, system implementation, digital learning tools or a relevant adult learning qualification would be an advantage.

Responsibilities

• Lead onboarding and capability pathways.
• Design and improve onboarding and learning pathways that take people from day one to confident, independent performance.
• Build competency frameworks, assessments and clear development pathways that show progress and readiness.
• Turn complex processes into clear blended learning, including facilitated sessions, digital content, coaching and supported practice.
• Create practical guides, job aids and assessments, using real scenarios, feedback and performance insights to improve learning.
• Coach Team Leaders and equip them with practical tools to assess capability, provide useful feedback and support development.
• Change and continuous improvement.
• Assess the learning impact of business change and develop support that helps new practices stick.
• Gather feedback, remove barriers and keep learning materials accurate, accessible and effective.

Skills

Instructional design

Workplace learning

Capability development

Facilitation

Stakeholder engagement

Coaching

Communication

Education

Adult learning qualification

Tools

Digital learning tools

Job description

Let’s take care of work that matters - people, place and purpose. From roads to recycling to reporting, everyone at WM New Zealand (WM) helps take care of our people, protect our whenua and support our communities.

We’re more than waste management – we’re problem solvers, innovators, and hands‑on doers. Every one of us, whether behind the wheel, on the tools, or shaping strategy behind the scenes, is helping build a better Aotearoa.
We all pull together on this waka and if you want work that matters, with people who’ve got your back, you’re in the right place.

Job Description

The role you’ll play

Help our people build the confidence to succeed from day one.

We are looking for a practical, people-focused Capability Lead to shape learning, onboarding and development across Customer Success and aligned teams. You will turn complex operational information into learning people can understand and apply, helping new starters reach independent performance sooner and existing team members keep growing.

Reporting to the Head of Customer Success, you will own the end‑to‑end approach to learning and capability within the contact centre environment. Working with frontline teams, leaders, subject matter experts and project teams, you will build practical solutions and help people confidently adopt new systems, products, services and ways of working.

Key responsibilities

Lead onboarding and capability pathways

• Design and improve onboarding and learning pathways that take people from day one to confident, independent performance.
• Build competency frameworks, assessments and clear development pathways that show progress and readiness.

Practical learning solutions

• Turn complex processes into clear blended learning, including facilitated sessions, digital content, coaching and supported practice.
• Create practical guides, job aids and assessments, using real scenarios, feedback and performance insights to improve learning.

Leader capability

• Deliver engaging learning and partner with leaders to identify capability gaps and performance opportunities.
• Coach Team Leaders and equip them with practical tools to assess capability, provide useful feedback and support development.
• Change and continuous improvement.
• Assess the learning impact of business change and develop support that helps new practices stick.
• Gather feedback, remove barriers and keep learning materials accurate, accessible and effective.

Qualifications

What you’ll need

You understand that capability is built through practice, coaching, feedback and experience, not training alone. You are comfortable moving between strategy and hands‑on delivery.

• Experience in instructional design, workplace learning, capability development or training delivery.
• Experience developing onboarding programmes, competency frameworks or structured development pathways.
• Strong facilitation, coaching and stakeholder engagement skills.
• The ability to simplify complex operational information and create practical assessments and resources.
• Strong communication, planning and organisation skills, with confidence working in a fast‑paced environment.
• Experience in customer service or a contact centre, business transformation, system implementation, digital learning tools or a relevant adult learning qualification would be an advantage.

You will have the opportunity to influence how our people learn, develop and succeed while working alongside teams committed to continuous improvement, strong performance and better customer experiences.

If you enjoy making learning practical, building confidence in others and seeing capability translate into stronger performance, we would love to hear from you.

Additional Information

WM New Zealand is an equal opportunity employer and is committed to a drug and alcohol-free workplace.

You must currently be in New Zealand and hold the legal right to work here through citizenship, residency or a valid work visa.