Global CX Training & Development Manager

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 CX Training & Development Manager will be a service within the Customer Operations department and will work cross-functionally with the Customer Service Center, e-Commerce, Post-Market Quality, Compliance, and Regulatory teams. The Global CX Training & Development Manager will report to the Sr. Manager, Customer Experience. The Global CX Training & Development Manager is responsible for strengthening the knowledge and documentation supporting the accuracy and effectiveness of performance in the Customer Service Center. The Global CX Training & Development Manager also manages and tracks the completion of required training materials, standard operating procedures, and work instructions that ensure Customer Operations complies with requirements. The Global CX Training & Development Manager will have the opportunity to develop our outsourced team, focusing on the training department’s continuous improvement and speed to proficiency.

KEY RESPONSIBILITIES:

• Responsible for planning and executing learning programs from start to finish, while leveraging appropriate change management practices, to ensure training quality and delivery in a timely, well-coordinated manner
• Design, deliver and support innovative, simple, sustainable, and effective customer-focused learning solutions with an enterprise/global mindset
• Monitor and report out the effectiveness of training programs to recommend training and implementation modifications
• Create and execute learning strategies and programs for customer-facing teams
• Manage a team of Training Leads distributed in our BPO locations
• Manage the customer support knowledge base, updating all agent guidance to reflect current product offerings, customer experience, and processes & procedures
• Be the subject matter expert within our support teams for anyone with questions or queries regarding global customer support, and training & 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 and execute 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's learning needs
• Support Learning Management System (LMS) material deployment and reporting to ensure Juul CS complies with the completion requirements

PERSONAL AND PROFESSIONAL QUALIFICATIONS: 

• 3+ years in support, training and development and 2+ years in a customer-facing role
• Current knowledge of effective learning and development methods, preferred but not limited to SCORM and the ADDIE model
• Proficient in Google/MS Suite and Learning Management Systems (LMS)
• Excellent interpersonal, written, communication, and problem-solving skills
• Experience working with customer support agents in call centers in a global market
• Previous experience in analyzing business needs, designing, developing, and evaluating training is a plus
• Strong project management skills
• Must be a team player and adapt well to a fast-paced environment

EDUCATION:

• Bachelor's Degree preferred

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
• Cell phone subsidy, commuter benefits and discounts on JUUL products
• Excellent medical, dental and vision benefits