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Manager, Training & Agent Development

12 hours, 54 minutes ago
United States
Full-time
Senior
Training Manager
Customer and Technical Support
Git
Apply Now
Golden Pet Brands

Golden Pet Brands

Golden Pet Brands specializes in producing high-quality freeze-dried and air-dried pet food and treats, focusing on longevity-oriented nutrition to enhance the health and well-being of pets.

Food Products
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Description

  • Design and deliver onboarding and continuous-learning curricula across phone, chat, email, and self-serve channels.
  • Partner with CX Strategy, Brand Campaign Managers, Workforce Planning, Quality Assurance, and Analytics to align training with business priorities.
  • Build and maintain product knowledge, service-to-sales, escalation readiness, and retail-specific training programs.
  • Own the learning management system lifecycle, including selection, implementation, content architecture, administration, and optimization.
  • Create and maintain digital learning content using video, interactive modules, microlearning, gamification, and scenario-based simulations.
  • Develop training impact dashboards and track KPIs such as quality score lift, FCR, CSAT/NPS, conversion, and time-to-proficiency.
  • Lead, coach, and develop Training Supervisors, Content Coordinators, and Trainers.
  • Manage training schedules, resource allocation, and project delivery across concurrent initiatives.
  • Use QA audits, VOC feedback, and performance data to identify skill gaps and deploy refresher training.
  • Support agents and supervisors with consultative service techniques, de-escalation methods, and brand-consistent customer interactions.

Requirements

  • 3+ years managing training teams in a contact center or customer care environment.
  • Experience designing and delivering omni-channel training across phone, chat, email, and digital channels.
  • Hands-on LMS administration and implementation experience.
  • Experience building brand and product knowledge curricula in a DTC or CPG environment.
  • Experience developing service-to-sales training programs with measurable revenue or conversion outcomes.
  • Proficiency with content creation tools such as Articulate 360, Adobe Captivate, Canva, or equivalent.
  • Experience collaborating with QA and CX/brand teams to close training gaps using quality data.
  • Bachelor’s degree preferred; high school diploma or GED required, with equivalent experience considered.
  • Preferred bachelor’s or master’s degree in Instructional Design, Communications, Education, Business, or related field.
  • Preferred experience in CPG, pet, health & wellness, or DTC subscription brands.
  • Preferred experience supporting omni-channel retail growth such as Walmart, Amazon, or similar national retailers.
  • Preferred experience with Salesforce Service Cloud and/or Five9 or comparable CCaaS platforms.
  • Preferred experience implementing or managing LMS platforms such as Docebo, Cornerstone, Litmos, or Lessonly.
  • Preferred certifications include ATD, SHRM-CP, CPTD, CPLP, CCSP, or CCSM.

Benefits

  • Base salary of $96,000-$120,000 plus bonus potential.
  • 100% employer-paid medical, dental, and vision premiums for employee-only coverage.
  • Annual bonus and potential quarterly KPI bonuses.
  • 401(k) match up to 3.5%.
  • 6 paid sick and mental health days.
  • Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits.
  • Employee Stock Ownership Plan.
  • Cell phone and internet reimbursement for eligible employees.
  • Professional development opportunities, mentorship, continuous learning, and performance-based pay increases.

Interested in this position?

Apply directly on the company website

Apply Now

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