Manager, Customer Experience Training & Development

| New York City, NY
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About Us

Wonder is a fast-growing food-tech startup that’s raising the bar on the role food plays in peoples’ lives. We’re creating an on-demand dining experience where customers can receive high-quality meals perfectly prepared and served to their doorsteps within minutes. We partner with the best restaurants and chefs across a diverse range of cuisines to offer access to the world’s most delicious food—anytime, anywhere. Meals are prepared in Wonder kitchens and finished by onboard chefs deployed in our customized mobile kitchens.   

Wonder is led by a team of experienced entrepreneurs including some of the most accomplished leaders and operators in the technology, culinary, and logistics industries. Backed by top-tier venture capitalists, we’re moving quickly to pioneer the future of food.  

If you join our team, you’ll work in a supportive and collaborative environment where our culture and our values—Mastery, Compassion, and Courage—are taken as seriously as delivering an incredible experience for our customers. 

About the role

Remarkable Foods is seeking a dynamic, experienced Training Manager to oversee onboarding training and on-going development of the Customer Experience (CX) Team.  The CX team currently has 15 associates and plans to scale to 50-75 associates by the end of 2022.  All the associates work remotely.

This candidate will be responsible for all aspects of CX training including stakeholder consulting, team development and coaching, completion tracking and results assessment. They will be expected to quickly develop an understanding of service operations, processes and needs.  The candidate will have experience building effective, engaging, trainings for both large on-boarding curriculums and shorter refresher / program updates modules.

This position will report to the Associate Director of Customer Experience 

  • Own the new hire training process for our hospitality CX team, enabling employees to be successful from day 1, including scheduling and coordinating all logistics
  • Develop, maintain, and facilitate learning content related to hospitality, policies, and internal processes
  • Organize, develop, and maintain internal support training resources, as well as supporting any additional training as needed
  • Facilitate relevant and engaging ongoing skill sessions to support continuous development
  • Work with relevant cross-functional teams to assess training needs, continually improving learning efficacy and learner engagement
  • Build engaging/interactive eLearning courses using audio, video, interactions, and visuals within Docebo or other Learning Management Tools
  • Serve as a training expert and partner with subject matter experts to support the creation of best practices and standard operating procedures
  • Work in tandem with operations managers to ensure alignment of training programs with ongoing coaching and quality assurance effort for the site
  • Oversee training impact measurement, reporting and trend analysis and consult with stakeholders

The experience you have

  • 5+ years of Learning & Development experience, including experience as a people manager
  • 3+ years of experience with using a Learning Management Software to build training modules (Docebo is a plus)
  • 3+ years experience evaluating learning development metrics/KPI’s to identify meaningful performance trends and areas to improve
  • 3+ Experience in Training Customer Service associates (remote associates a plus)
  • Proven project management experience, including the design, development, and maintenance of high-impact Learning & Leadership development programs and related content, resources, and tools
  • Demonstrated understanding of instructional design methodologies

Benefits

We offer a competitive salary package including equity and 401K with matching. Additionally, we provide multiple medical, dental, and vision plans to meet all of our employees' needs as well as many benefits and perks that are not listed.

A final note 

At Wonder, we believe that in order to build the best team, we must hire using an objective lens.  We are committed to fair hiring practices where we hire people for their potential and advocate for diversity, equity, and inclusion.  As such, we do not discriminate or make decisions based on your race, color, religion, gender identity or expression, sexual orientation, national origin, age, military service eligibility, veteran status, marital status, disability, or any other protected class.  If you have a disability, please let your recruiter know how we can make your interview process work best for you.

We look forward to hearing from you! We'll contact you via email or text to schedule interviews and share information about your candidacy. 

More Information on Wonder
Wonder operates in the Automotive industry. The company is located in New York, NY, Cranford, NJ, Lawton, MI, Cranford, NJ and Parsippany, NJ. Wonder was founded in 2018. It has 500 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Dental insurance, Vision insurance, Health insurance, Life insurance and Onsite gym. To see all 18 open jobs at Wonder, click here.
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