Role: Sr. Learning & Development Manager – Customer Service

Team: Customer Experience

Scope: People Leader, M4

Years of Experience: 8+ years

Location: Reno, NV  

General Summary 

As the Sr. Manager of Learning & Development for the Customer Service team, you will lead a team of Learning and Development professionals responsible for the training, communications and knowledge base support of our Customer Service team. You will define and execute the strategy for training new and existing Customer Service Representatives on a variety of topics.  You’ll be responsible for project management, content & curriculum design, technology solutions, training delivery, technical writing, and training vendor management. You’ll be managing a team of diverse individuals and build the strategy for guiding your team through the execution of various types of training, including New Hire, New to Role, Cross-Training, Just in Time, Career Progression, and Leadership Development. Position requires the ability to travel up to 10% of the time.

What You’ll Do  

Strategic Planning & Execution

• Develop and execute the vision, strategy, and roadmap for the Customer Service Learning & Development team  
• Create a robust curriculum for new hire onboarding and continuous education for the customer service teams  
• Execute the new hire onboarding & nesting plan, ensuring new hires are set up for success 
• Design, develop, customize, and execute Customer Service learning experiences, programs, tools, and resources  
• Work closely with other leaders to assess needs, develop strategies, communicate approach, and design solutions that support our team members’ success  
• Evolve and expand the curriculum, leveraging best practices to set teams up for success 
• Buy, build, or redesign solutions as needed  
• Recommend appropriate delivery mechanisms (e.g. classroom, on demand, virtual, performance support, blended learning)  
• Develop and execute the strategy to drive learning beyond the classroom, employing creative ideas to ensure knowledge has been transferred to the learner  
• Create a culture of coaching, support, and growth for all customer service representatives and their leaders by implementing feedback loops and data driven continuous education.  

Organizational Effectiveness and Change Management  

• Execute change management and communication strategies to roll out new tools and increase ongoing usership.  
• Leverage insights from analytics to identify strategies that support employee engagement and partner with HR stakeholders to drive meaningful actions via robust continuous improvement planning process  
• Actively collaborate with key stakeholders across the business that need change management support on organization design decisions  
• Lead an effort to streamline and simplify employee user experience of tools across the organization  

Who You Are  

• A Change Champion: An inspiring leader who proficiently and optimistically manages their team through change by understanding organizational transitions, planning strategically, communicating transparently, inspiring trust, and actively engaging stakeholders to achieve successful outcomes. Skilled at dealing with ambiguity and competing priorities. Demonstrates flexibility in a changing work environment   
• Business minded: possess strong business acumen and understand keys to business success; knowledgeable in current and possible future policies, practices, trends, and information affecting our organization; knows the competition; is aware of how strategies and tactics work in the marketplace.   
• A strong mentor and coach: fosters a culture of continuous learning and growth, develops employees, provides constructive feedback, creates a safe space for open dialogue. A leader of leaders who approaches challenges with vigor and explores solutions to drive a successful business   
• A strong communicator: possesses excellent written, verbal, and non-verbal communication skills that can be shared with a wide variety of people while remaining clear, concise, accurate, prompt, and diplomatic. Demonstrates empathy and awareness of others in communication with customers, coworkers, and partners   
• Results-driven: achieves results consistently and successfully. Creative thinker who uses data to build and execute a strategic vision   
• An inclusive, collaborative team player: proactive, positive, self-starter, and a team player that can effectively work with others and has a willingness to help others.   
• Able to take initiative: positive self-starter with a mindset for continual improvement, who thrives in an environment with a high level of autonomy, think outside the box and bring new ideas to the table.  
• Analytical: uses data to solve problems and support leadership, you are able to anticipate and get in front of business problems. You use a systematic method to gather, analyze, and report on the effectiveness of departmental customer-facing KPI’s   
• An excellent decision maker: demonstrates a passion for data-driven decision-making. Able to prioritize and manage multiple tasks, while also fulfilling day-to-day responsibilities. Leverages excellent attention to detail, organization, and prioritization skills     
• Unconventional: unafraid to explore new ways of thinking and working and to approach customer service with an outside the box mentality.    
• Passionate: enthusiastic and committed to saving our home planet. Bring keen attention to responsible technology, digital commerce, and customer experience 

Experience You Bring  

• 5+ years of experience designing, facilitating, knowledge management, operationalizing, and partnering with business leaders to drive learning  
• 3+ years of people management experience leading diverse teams with a focus on people development 
• Experience supporting frontline team members and/or working in organizations that run continuous operations.  
• Preferred degree in training and development, instructional design, adult education, HR or related field  
• Experience partnering with business leaders to assess needs and design customized learning solutions  
• Skilled facilitator and communicator (spoken and written) with experience leading objective-driven training on business skills  
• Strong understanding of learning and instructional design principles (e.g. ADDIE, SAM, etc.)  
• Strong experience of empowering diversity, justice, equity, and inclusion in the workplace 
• Strong experience leading learning operations (program management, coordination & scheduling, learning management system, communications, tracking)  
• Experience creating engaging virtual learning experiences (facilitating, creating courses & learning paths, managing users and groups, tracking learning activity, course messaging & communications, content-provider integrations)  
• Experience with in-person learning experiences and classroom training
• Experience developing objective-driven training content with instructional design models or approaches  

Compensation

Hiring Range: $110,000 to $130,000 USD

At Patagonia, pay ranges are assigned to a job based on the location specific market median of similar jobs according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget. Note the full pay range for this role ranges from: $98,640- $147,960 USD annually. The Hiring Range reflects where in the range we intend to hire for this role. 

Employee Conduct

It is the responsibility of every employee to contribute to a positive, inclusive work environment through cooperative and professional interactions with co-workers, customers and vendors.

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.