Residential Customer Care Training Manager

Shaw Industries Ltd; Dalton (GA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision insurance

Tuition reimbursement

Paid Time Off

Parental Leave

401K and Retirement Plans

Product discounts

Job summary

Shaw Industries is seeking a Residential Customer Care Training Manager to lead the training strategy for the Residential Customer Care division. The role partners with HR, leadership, and the L&OD group to design and implement development programs that improve performance and engagement.

The position requires a four-year degree or equivalent experience, strong communication and change-management skills, and the ability to support a dispersed, mainly remote workforce across multiple states.

Qualifications

• Four-year college degree required or 5 years' experience in Training, HR, or Support organization.
• Experience leading a training, learning, enablement, or organizational development function.
• Experience creating or overseeing communications and learning content for large employee populations.
• Experience using learning technologies and content creation tools such as PowerPoint, Canva, Camtasia, SharePoint, LMS, or similar platforms.
• Experience supporting geographically dispersed, hybrid, or remote employee populations.
• Experience facilitating change management, systems implementation, or process improvement initiatives.

Responsibilities

• Lead and support training strategy for Residential Customer Care.
• Collaborate with HR and leadership on talent and performance initiatives.
• Act as a bridge between Customer Care and Learning/Org Development groups.
• Develop programs to improve knowledge, skills, and behaviors to drive business results.
• Champion new technologies and tools to improve divisional metrics.
• Support over 200 remote associates across 13 states.

Skills

Training leadership

Content creation

Learning technologies

Remote workforce experience

Change management

Communication skills

Education

Bachelor's degree or 5 years experience in Training/HR/Support

Tools

PowerPoint

Canva

Camtasia

SharePoint

LMS

Job description

Job Title

Residential Customer Care Training Manager

Position Overview

As the Residential Customer Care Training Manager, you will lead and support the overall training strategy for Residential Customer Care and works to support the high-performance organization philosophy by use of the competency model, PX, initiatives, goals & metrics, structures and people systems. To serve as a consultant to all groups within Customer Care.

Responsibilities

• Works closely with Leadership to identify and develop a strategy for Training & Development that is consistent with the overall objectives of the departments, division, and company.
• Work alongside HR Management on talent management, performance management, and succession planning initiatives.
• Communicate and collaborate with the Learning & Organizational Development group, Talent Enablement and Corporate HR. To serve as a bridge between Customer Care and these groups.
• Collaborate with training leaders from other groups/divisions (including Residential Sales and Marketing) to cultivate an environment for continuous improvement, innovation, collaboration and successful results.
• Coach and develop training professionals at both the management and support level within the division.
• Serve as divisional expert on team, leadership and organizational development by providing expert consulting, coaching, and instruction for all leaders.
• Apply organizational development & I/O Psychology principles, methods and tools to provide a broad range of customized business solutions designed to support the business, enhance organizational effectiveness, and strengthen stakeholder engagement.
• In collaboration with the leadership team, design and foster an energetic and exciting learning environment across the division while ensuring improvement of knowledge, skills, and behaviors needed to drive business results.
• Analyze training needs to develop new training programs or modify and improve existing programs, while applying principles of learning and individual differences.
• Serve as business consultant to develop individualized development programs to drive results.
• Champion the use of new technologies, systems, and processes which positively impact divisional and organizational metrics.
• Seek out and implement training tools and technology for remote environment supporting over 200 remote associates in over 13 states.
• Partner with Quality and Technology teams on strategic initiatives for Customer Care.
• Lead and implement training plan for new initiatives and systems for Customer Care.
• Lead and/or participate in initiatives that assist the division and the company involving change management or other change initiatives
• Stay abreast of current trends in the fields of organizational development & effectiveness, training & development, and talent management, sharing learning and best practices with Divisional Leadership.

Requirements

• Four-year college degree required OR 5 year's experience in Training, HR, or Support organization.
• Strong computer literacy required, especially with Microsoft Suite
• Occasional travel is required, local and domestically Shaw

Preferred Skills & Experiences

• Experience working in customer care
• Experience leading a training, learning, enablement, or organizational development function.
• Experience creating or overseeing communications and learning content for large employee populations.
• Experience using learning technologies and content creation tools such as PowerPoint, Canva, Camtasia, SharePoint, Learning Management Systems (LMS), or similar platforms.
• Experience supporting geographically dispersed, hybrid, or remote employee populations.
• Experience facilitating change management, systems implementation, or process improvement initiatives.

Key Competencies

• Create Strategic Plan
• Demonstrate Strategic Influence
• Demonstrate Customer Orientation
• Drive Innovation
• Lead Change
• Coach & Support

Shaw Benefits Include

• Medical, dental, and vision insurance
• Life insurance and disability coverage
• Tuition reimbursement
• Employee assistance program
• Health savings account
• Paid Time Off
• Parental Leave
• 401K and Retirement Plans
• Product discounts for employees
• Adoption assistance
• Shaw Family Health Center (Dalton, GA, and Cartersville, GA, locations)

#ShawIND

Work Shift

8 Hr non-rotating shift, Hrs fall to in punch day, Observed Calendar, shift starts AM

Shaw Industries is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.