THE COMPANY:

Juul Labs’ mission is to impact the lives of the world’s one billion adult smokers by eliminating combustible cigarettes. We have the opportunity to address one of the world’s most intractable challenges through a commitment to exceptional quality, research, design, and innovation. Backed by leading technology investors, we are committed to the same excellence when it comes to hiring great talent.

We are a diverse team that is united by this common purpose and we are hiring the world’s best engineers, scientists, designers, product managers, operations experts, and customer service and business professionals. If the opportunity to build your career at one of the fastest growing companies is compelling, read on for more details.

ROLE AND RESPONSIBILITIES:

The Global Training and Development Manager is responsible for planning and executing learning programs from start to finish, while leveraging appropriate change management practices to ensure training delivery in a timely, well-coordinated manner. Reporting to the Global Manager Quality & Compliance, the ideal candidate will design, deliver and support innovative, simple, sustainable and effective customer-focused learning solutions with an enterprise/global mindset.

Additional responsibilities:

• Monitor the effectiveness of training programs to recommend training and implementation modifications
• Create and execute learning strategies and programs for customer-facing teams
• Evaluate individual and organizational development needs within the CS Department
• Manage a team of Training Leads distributed in our global BPO locations. 
• Be the go-to person within Support teams for anyone with questions or queries regarding customer support training and development plans
• Work closely with various stakeholders across the support teams (internal and external) and have a full understanding of their training requirements 
• Partner with stakeholders to consult on training rollout strategies
• Assess training needs for all levels of the Support organization.
• Build and maintain strong partnerships with business leaders and key stakeholders.
• Partner with subject matter experts (SME's) to ensure learning content, experiences and materials reflect the audience learning needs.

PERSONAL AND PROFESSIONAL QUALIFICATIONS:  

• 5+ years experience as a Learning & Delivery Manager, Training Manager or similar role
• Current knowledge of effective learning and development methods including but not limited to SCORM and the ADDIE model
• Proficient in G / MS Suite and Learning Management Systems (LMS)
• Excellent interpersonal, writing, communication and problem-solving skills
• Bachelor’s degree or equivalent experience of at least 2 years working in Learning & Development / Project Management / Team Management
• Experience working with customer support agents in call centers in a global market
• Previous experience analyzing business needs, designing, developing and evaluating training is a plus. 
• Strong project management skills; experience with Asana is a plus.
• Must be a team player and adapt well in a fast paced environment.

JUUL LABS PERKS & BENEFITS:

• A place to grow your career. We’ll help you set big goals - and exceed them
• People. Work with talented, committed and supportive teammates
• Equity and performance bonuses. Every employee is a stakeholder in our success
• Boundless snacks and drinks
• Cell phone subsidy, commuter benefits and discounts on JUUL products
• Excellent medical, dental and vision benefits

#LI-RemoteJuul Labs is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive work environment for all employees and job applicants, without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. We will consider for employment qualified applicants with arrest and conviction records, pursuant to the San Francisco Fair Chance Ordinance. Juul Labs also complies with the employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Juul Labs in the US.