Our Opportunity:

Chewy is looking for a Training Manager to join our Pharmacy Team. The position will lead the training team which is responsible for hosting new hire training, cross training and ongoing development. The ideal candidate will be a leader and builder to assess learning needs, provide content/training program recommendations that proactively aligns to Chewy’s operating principles and business objectives. This role will partner with the Associate Director of L&D and Operations and Area Managers as a critical thought leader in Chewy’s Learning & Development space and will contribute substantially to HR’s ability to drive exceptional business performance through the development of Chewy’s talent. In addition, this position has responsibility for leading the trainers at the site and making sure they are consistent in delivery as well as providing development opportunities to the team. The person in this role is also required to perform all tasks in observance of Chewy’s brand and strategy and adhere to our Operating Principles.

What you'll do:

• Lead a dynamic team of ~6 new hire trainers who facilitate training programs for Chewy RX
• Manage all training programs while overseeing the success of trainee experience: offering guidance to trainers during a Tech’s entire learning journey
• Define and measure success metrics to assess short- and long-term transfer and effectiveness of learning programs
• Establish and maintain the quality and brand standards for learning delivery at Chewy RX; work with functional training teams to ensure a globally consistent approach to training
• Be a thought leader in the areas of adult learning best practices, methods, and instructional design; implement solutions to continuously keep Chewy learning relevant for our talent base
• Issue corrective actions for trainees up to and including termination; make recommendations on corrective action for trainers and participate in the delivery
• Interview candidates for trainer positions and make recommendations for hiring
• Write and deliver quarterly and annual Performance Reviews for Trainers and other team members
• Maintain robust planning and tracking documents on topics ranging from Trainer schedules, to Level 1 data, to quarterly and annual awards’ metrics.
• Coach trainers on their role including facilitation, projects, and unknown circumstances; provide direction for trainers, lead meetings weekly to coach and provide feedback
• Facilitate training- teach material from facilitator guide in an easy to understand manner to set trainees up for success for when they hit the floor
• Provide expertise on best practice management & leadership development content to support raising the bar on Chewy leadership across the organization
• Partner with HR, Corporate departments and leadership stakeholders across the business to design and adapt content that meets specific functional and performance needs
• Review capability or curriculum gaps to propose improvements to instructional approach and/or recommend other solutions
• Support the building of a centralized instructional design, development and delivery team that will assess and meet both current and future learning demand

What you'll need:

• High School Degree
• Minimum 3 to 5 years as a leader in the professional L&D space with strong focus on customer service and building an effective team, ideally in a contact center environment
• Proven track record of building and delivering engaging, sustainable training interventions from the ground up
• Deep understanding of adult learning theory, ADDIE and foundational learning techniques
• Exceptional collaboration, interpersonal and diagnostic skills with demonstrated abilities to communicate effectively (written and oral) with all types of team members, from front-line workers to corporate executives
• Previous experience in managing complex teams and working cross-functionally with other technical and non-technical teams
• Solid organizational and project management skills; ability to manage multiple priorities concurrently and with little oversight
• Notable attention to detail and accuracy; high level of commitment to exceptional work quality
• Demonstrated capacity to be highly creative, analytical, and data-driven at same time
• Occasional travel to Chewy’s other offices and Fulfillment Centers as needed (10-15%)

Bonus:

• • Bachelor’s Degree or equivalent experience; concentration in Adult Education, Instructional Design, Communications or Business Administration preferred
  • Previous experience in customer service and/or other high-volume service-oriented industry

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact [email protected]. 
To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy).