Residential Customer Care Training Manager

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

Benefits offered by this job

Medical, dental, and vision insurance

Life insurance and disability coverage

Tuition reimbursement

Paid Time Off

Parental Leave

401K and Retirement Plans

Product discounts for employees

Adoption assistance

Job summary

Shaw Industries Group Inc. seeks a Residential Customer Care Training Manager to lead the training strategy for Residential Customer Care and work 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. The role requires collaboration with HR, Learning & Organizational Development, and leaders to design, deliver, and measure training.

Qualifications

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

Responsibilities

• Develop training strategy aligned with department, division and company objectives.
• Collaborate with HR on talent management, performance management and succession planning.
• Lead and coach training professionals across the division.
• Partner with Learning & Organizational Development, Talent Enablement and Corporate HR.
• Oversee training for remote associates in 13 states and 200+ remote staff.

Skills

Strategic planning

Strategic influence

Customer orientation

Coaching & development

Change management

Education

Bachelor's degree

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)

#LI-BT1 #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.

A history of success, a future of possibility Founded in 1967, Shaw Industries' leadership has been built on a history of success. Over time, our products have expanded, the customers we serve have been broadened, and the technology we use has advanced, but our vision to create a better future remains the same. Exceeding our customers' expectations for quality, service and performance is at the heart of our business.

Global Flooring Provider Shaw Industries Group Inc. supplies carpet, resilient, hardwood, tile and stone, synthetic turf, and other specialty products to residential and commercial markets worldwide. Learn more

Operational Excellence Our manufacturing operations and integrated supply chain deliver a broad array of products to meet diverse needs across residential and commercial markets throughout the world. Learn more

Award Winning The success of our company and the success of our associates go hand-in-hand. We are consistently awarded as an employer of choice, community partner, and leader in design and innovation. Learn more

We Sustain Human Ability At Shaw, sustainability means sustaining human ability in all of our products and processes. We ask ourselves "how can we minimize our impact on the environment and maximize human potential?" Learn More

Community Partner From civic involvement and philanthropic giving to volunteerism and future workforce development, our company and associates leverage our combined passions and expertise in addressing community needs, collaboratively. Learn More

In The News There is always something new and exciting happening at Shaw. Check out our news page to read our recent press releases, company blog posts, sustainability reports and more! Learn More