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Company Name : HelloFresh
Location : Newark, NJ 07105
Position : Manager, Training & Development (Customer Care)
Job Description : Come see what’s cookin’ at HelloFresh!At HelloFresh, we want to revolutionize the way we eat by making it more convenient and exciting to cook meals from scratch. We have offices all over the world and we deliver delicious meals to millions of people. We are the industry leader in meal-kit subscription services and we’re growing all the time. We have distinct meal-kit services that cater to everyone with the most menu variety in the market, which allows us to reach an incredibly wide population of people. The HelloFresh team is diverse, high-performing, and international, and our work environment is an inspiring space where you can thrive as a result. Manager, Training & Development (Customer Care) Job Description: The Training Manager oversees the learning and development function in HelloFresh’s Customer Care (CC) department. The role focuses on impacting our customers’ experiences through directly influencing the quality of new and existing team members as well as driving improvements and consistency throughout CC. The Training Manager is passionate about the overall HelloFresh brand and will translate feedback to management in an effort to develop excellent customer service efforts. This position requires occasional travel within the United States and internationally. You will …Lead the team that supports broader Customer Care goals including delivery of solutions that result in performance improvement of individuals and groups, and manage programs that support the satisfaction of all inbound and outbound customer care team membersDirectly manage trainers and coordinators by providing leadership, coaching, and motivation to develop and implement world-class training programs and learning experiences for all frontline customer care employeesSet the strategies for learning by analyzing CC training needs and collaborating with departmental team members to develop excellent training programsCollaborate on the development of training program materials and assessments for new hire, onboarding, refreshers, compliance, and ad hoc process or product rolloutsIdentify performance inefficiencies, improve learning gaps and manage the distribution of knowledge on evolving products to ensure all training experiences promote engagement and encourage learningDeliver in-person and virtual training to various internal and outsourced vendor partner audiences within multiple locations; this includes new hires, existing agents, and CC leadershipObserve, analyze, evaluate and report on the effectiveness of training programs on a weekly basis to Senior LeadershipAct as an expert and CC advocate for all HelloFresh brands Support CC with various organizational development activities, such as change management, SOP development, and quality assurance effortsPlan training needs and creates training schedules flexible to our needsUse weekly KPIs and CC leadership feedback to establish new training opportunities on a real-time basisYou are…Communicative and send clear messages verbally and in written form of complex (often technical) information to different types of audiencesPassionate about people development and coaching others to succeed A strong presenter/public speaker with excellent written communications skills A highly visible leader able to convey a clear vision, goals, and expectations and drive team alignmentImpeccable with your attention to detail, time management, and organizationKnowledgeable of adult learning and training techniques An expert in delivering effective solutions and identifying problemsSocial – an active listener and clear communicator with the ability to influence othersA “Foodie”- fanatical about food! You have…The ability to travel within the United States and internationally requiredBA/BS degree in Business Administration, Organizational Development, Industrial/Organizational Psychology, Adult Education, Human Resources, or a related field required3 years of experience leading a learning & organizational development function requiredDemonstrated success in a virtual/blended learning environment requiredExperience with managing a Learning Management System requiredExperience with Google Suite, MS Office, and CRM systems preferredExperience in managing an outsourced vendor partner preferred This position’s essential functions demand the performance of the following physical requirements with or without reasonable accommodation: Prolonged periods working at a desk and on a computer Reading information on a computer screen and inputting data into a computer systemYou’ll get…*Competitive Salary & 401K company match that vests immediately upon participationGenerous parental leave of 16 weeks & PTO policy$0 monthly premium and other flexible health plans effective first day of employment75% discount on your subscription to HelloFresh (as well as other product initiatives)Snacks, coffee & catered mealsCompany-sponsored outings & Employee Resource GroupsCollaborative, dynamic work environment within a fast-paced, mission-driven companyIt is the policy of HelloFresh not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran.*Job Type: Full-timePay: $105,000.00 – $115,000.00 per yearBenefits:401(k) matchingDental insuranceEmployee discountHealth insurancePaid time offParental leaveReferral programRelocation assistanceTuition reimbursementVision insuranceSchedule:8 hour shiftMonday to FridayEducation:Bachelor’s (Required)Experience:Learning & Organizational Development Occupations: 3 years (Required)Google Suite: 1 year (Preferred)LMS: 1 year (Required)Microsoft Office: 1 year (Required)Work Location: One location
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