Pair Eyewear

USA

Posted on: 18 June 2024

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Customer Experience Training Manager

At Pair Eyewear, we’re building the largest global eyecare company in the world focused on bringing personalization to the end to end eyecare experience, starting with your glasses. We’ve developed the first personalized eyewear brand where glasses can be an extension of your personality, mood, and interests. With funding from leading venture capitalists in the consumer space, partnerships in the entertainment, sports, and fashion arenas, and a team of passionate individuals, we’re on a mission to completely revolutionize the eyewear industry. We’re excited that we already have the support of Good Morning America, The Today Show, Oprah Magazine, CNN, and Forbes helping us share our story.

Pair Eyewear is seeking an experienced and dynamic Training Manager to lead and enhance our Customer Experience training programs. The ideal candidate will be responsible for developing, implementing, and continuously improving training initiatives that align with our organization's customer service objectives. This role requires a strategic thinker with excellent communication skills and a proven track record in designing and delivering impactful customer service training.

What You'll Do:

Collaborate with cross-functional teams to identify customer service training needs.
Design and develop comprehensive training programs covering customer experience best practices, communication skills, problem-solving, and product knowledge.
Develop programs based on data and customer journey needs.
Ensure training materials are up-to-date, engaging, and aligned with organizational goals.
Conduct engaging and effective training sessions for customer service teams both BPO and external.
Utilize various training methods, including workshops, e-learning, simulations, and on-the-job training.
Monitor and evaluate training effectiveness, making continuous improvements based on feedback and performance metrics.
Develop and implement a structured onboarding program for new customer service representatives.
Facilitate orientation sessions to familiarize new hires with company culture, policies, and customer service expectations.
Establish ongoing learning initiatives to keep customer service teams updated on industry trends, product updates, and customer feedback.
Foster a culture of continuous learning and improvement within the customer service department.
Collaborate with Quality Assurance teams to incorporate feedback into training programs.
Monitor and assess customer interactions to identify areas for improvement and address training needs accordingly.
Develop and maintain key performance indicators (KPIs) related to training effectiveness, course completion, and other quality-driven metrics.
Generate regular reports on training outcomes and make data-driven recommendations for improvement.
Work closely with Customer Experience leadership to align training programs with broader business strategies.
Collaborate with HR on talent development initiatives and succession planning.
Work directly with quality and operations to identify key opportunities to enhance the customer journey and experience.
Work with Workforce Management to ensure proper scheduling of new hire classes or adjustments to labor plans.
Ensure all training programs comply with relevant regulations and industry standards.

Who You Are:

Experienced Training Manager, preferably in a customer service or contact center environment.
Proven track record in designing and implementing impactful customer service training programs
Demonstrated leadership abilities in guiding and inspiring training teams.
Adaptable leader with the ability to adjust and modify training programs in response to changing customer needs.
Strategic thinker with the capability to align training initiatives with broader business strategies.
Strong understanding of customer service principles and best practices.
Excellent communicator and exceptional interpersonal skills.
Strong commitment to maintaining and improving the quality of customer service through effective training.
Analytical mindset with the ability to use data to drive training improvements.

Need to Have:

Bachelor's degree in a relevant field or equivalent training leadership experience.
5+ years of training experience preferably in a customer service or contact center environment.
Proficient in instructional design and training delivery methodologies.
Experience with e-learning platforms and technology-driven training solutions.

Nice to Have:

Certifications in training and development are a plus.
Experience with e-learning platforms is a plus.
Analytical mindset for data-driven improvements.

Some Benefits and Perks of Working At Pair:

Health, vision and dental insurance
Generous vacation policies
Competitive salaries with equity opportunities
Retirement savings plan options
Free eyewear (plus discounts for family and friends)

At Pair, we carefully consider a wide range of factors when determining compensation. These considerations can cause your compensation to vary. The pay range for this position is expected to be between $85,000 - $90,000 and will depend on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.

Pair is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of actual or perceived age, ancestry, citizenship, color, disability, familial status, family responsibilities, gender identity/expression, genetic information, marital status, matriculation, national origin, personal appearance, political affiliation, pregnancy or related condition (including breastfeeding), race, religion, sex, sexual orientation, socioeconomic status, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.