Capability Lead: Customer Success & Onboarding

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

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