Training Manager at Minted
Oakland, CA, US
Minted is looking for an experienced Training Manager to own and lead the training strategy and curriculum for the entire Customer Service organization, ensuring all team members -- domestic and international -- are well-trained on all of Minted’s products, services, policies, and procedures. Reporting to the Director of Customer Operations, this role will assess training needs for the organization; refine, maintain, and expand our internal Learning Management System; and work closely with internal experts to identify content and knowledge gaps. Additionally, this role will play a key part in successfully scaling the Customer Service organization for peak season staffing by ensuring a high level of service quality through exceptional training.

You will:

    • Own all Customer Service training strategy, curriculum, and content, rigorously analyzing customer data and leading a thorough training needs assessment
    • Develop a scalable, comprehensive training curriculum, ensuring all content is always up to date, clear, engaging, and well-organized
    • Proactively stay informed of all changes to all products and service offerings, and adjust training programs accordingly; become an expert on all Minted products and services
    • Own and maintain Minted’s internal Learning Management System, recommending and implementing program improvements where possible; stay informed of other training tools and provide recommendations to ensure training is as efficient and effective as possible
    • Develop and manage a training certification program to accompany each training curriculum to ensure future success for Customer Service team members
    • Ensure training curriculum will scale seamlessly for the seasonal holiday ramp; own and execute the training of the large seasonal team of Customer Service Representatives in multiple locations, including international teams
    • Manage one direct report; organize and lead a team of trainers
    • Partner with Operations Management, Customer Service leadership, and Human Resources to ensure training is aligned with department goals
    • Collaborate with Design Operations and Print Quality training peers to find opportunities for cross-training across teams
    • Perform data analysis and track KPIs to ensure training is meeting or exceeding specified goals and provide regular updates to management on the effectiveness and efficiency of training; proactively identify improvement opportunitiesIn partnership with the Quality team, be held accountable for department quality KPIs
    • Produce a weekly Training and Coaching Report identifying training needs

You are:

    • Strategic and analytical
    • An engaging public speaker and training content writer
    • A proactive and solution-focused self-starter who works well independently as well as in a group; a team player
    • Flexible, able to successfully navigate through ambiguity
    • Able to learn complex processes and technical tools quickly and thoroughly
    • Exceptional organization and obsessive detail orientationAn innovator, regularly developing new means of educating the team
    • Committed to a culture of continuous improvement, regularly seeking feedback about individual and departmental performance

You have:

    • A bachelor’s degree
    • 6+ years of experience in managing creation of training curriculum (ideally in a Customer Service environment), facilitating the learning process, assessing outcome and results
    • The ability to facilitate learning/training via multiple vehicles, including instructor-led training, e-learning, self-study, and blended learning
    • Experience with new tools and techniques to produce and manage training content; experience with Salesforce and TalentLMS highly preferred
    • Excellent written and verbal communication skills, exceptional customer service orientation, cognitive learning skills, and experience with working with various levels of senior and executive management successfully
    • Ability to translate complex or technical concepts into user-friendly, simple terms
    • Strong analytical skills
    • Ability to travel to international locations as required
About Minted
Minted is a design platform whose mission it is to bring the best in independent design to consumers everywhere. The company's art, stationery, and textiles products have reached over 40 million homes worldwide.
Minted uses technology to bring unique, best-selling design to market at scale. Using its crowdsourcing technology, consumers are empowered to vote for the designs they love and want to see sold, ensuring that Minted always sells continuously fresh and trend-forward product. The winning designs are manufactured by Minted, enabling artists from around the world to share and sell their work while letting Minted do the rest. Since launch in 2007, the company has expanded to serve consumers in new categories including wall art, textiles, digital content and home decor, as well as serve major retailers and consumer products brands with data-backed design through licensing and wholesale partnerships.
Minted is headquartered in San Francisco, CA and currently employs 350+ full-time employees plus additional temporary workers during the holiday season. The company has raised over $300M from top-tier investors including Benchmark Capital, T. Rowe Price, Permira, Ridge Ventures, Technology Crossover Ventures, and Norwest Venture Partners.  Angel investors include Marissa Mayer, Jeremy Stoppelman, Julia & Kevin Hartz, Yishan Wong, and more.
Minted is an Equal Opportunity Employer that is committed to inclusion and diversity. We welcome people of different backgrounds, experiences, abilities and perspectives and will consider for employment all qualified applicants with arrest and conviction records. Minted participates in the E-verify program.

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