Program Manager, Call Center Training & Development

Job Description

Program Manager, Call Center Training & Development

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Posted Date 09-07-2023 Job ID 28211 Job Function Call Center REI City Virtual REI State Washington REI Location SCS Virtual WA Geo F Remote Eligible Yes Please visit the Covid-19 Hiring Updates before applying What's cool about this job REI is committed to becoming a fully inclusive, antiracist, multicultural organization. To fulfill our brand promise of enabling a life well-lived outside for everyone, we are seeking candidates who demonstrate shared values of diversity, equity, inclusion, and antiracism. This job contributes to REI’s success by leading a team that drives the Training and Development strategy for Sales and Customer Support (SCS) and directly influence the skills and capabilities of hundreds of people each year! You will spearhead the creation of innovative and sound instructional learning programs to drive performance, change behavior and empower people to provide exceptional service to our members and customers. In order to drive consistency and leverage learning best practices you will partner with others in the Co-op to ensure that the SCS learning curriculum supports strategic goals and initiatives and optimizes expertise, resources, and content from other divisions in the organizations. You will do this by collaborating with colleagues, business leaders and subject matter experts, immersing yourself in the needs of the business, bringing creativity and hard work to every project and focusing on continues improvement and learning. As a working member of the team, you will impact people by creating intuitive, stimulating, and creative learning programs that help employees build new skills to improve their performance and ultimately positive customer experience and business outcomes. Models and acts in accordance with REI’s guiding values and mission. Team Management and Development • Identifies and communicates key responsibilities and practices to team. • Challenges and inspires employees to achieve business results. • Conducts and ensures the completion of performance reviews. • Provides coaching, direction, and leadership support to employees in order to achieve division, co-op and customer results. • Establishes and maintains visibility within the division. • Oversees training and development of employees. • Partners with Training and Development and Operations leadership to make effective staffing decisions. Program Development & Management • Partners with key business stakeholders to create a Sales and Customer Support learning strategy which aligns with both SCS and Co-op priorities. • Collaborates with HQ Performance Management team to ensure solutions are in alignment and integrated with other Co-op talent and business initiatives. • Plans and manages project and program resources, such as allocated budget and project team members. • As a working member of the team, works with Subject Matter Experts to create engaging learning activities and compelling course content that enhances retention and transfer of knowledge, drawing from tested instructional design theories, best practices, and methods. • Recommends the most appropriate strategy, methodologies, and technologies to deliver solutions. • Designs and implements evaluation processes to assess effectiveness of programs. Define, analyze, and report out on program success metrics. • Decides on the criteria used to validate learner’s performance and develop assessment instruments. • Provides oversight and direction to team members involved in execution. • Builds solid relationships with internal and external stakeholders. • Stays abreast of the latest trends and best practices in instructional design and adult learning methods. • As needed, facilitates sessions to deliver resources to the business. • Performs other duties as assigned. Bring your passion and expertise

· 2+ years Program Management experience

· 2+ years people management/supervisory experience.

· 2+ years’ experience in retail, contact center, service industry or branded

· organization.

· 4-year degree in business, instructional design, training, or related field and / or equivalent work experience

· Demonstrated knowledge and experience in several Talent Management functions, such as performance management, succession planning, or leadership development.

· Project management skills including ability to create action plans and timelines, manage multiple programs simultaneously and meet deadlines.

· Experience in consultation with business stakeholders; demonstrated ability to communicate (influence, present data) at executive level.

· Proficiency with learning technology including LMS, virtual facilitation platforms, eLearning software, etc.

REI hires, trains, and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We remain deeply committed to making the Co-op a place where everyone can feel safe and be themselves. Join us.

As required by applicable Pay Transparency laws, REI provides a range of compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors. The pay for this role is: $65832 - $98696 per year . At REI we offer an enviable work environment that Fortune Magazine has recognized on the "100 Best Places to Work" list since the award's inception – 23 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place. With more than 160 retail locations (and growing), REI offers unique competitive benefits to its more than 15,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more. REI is an Equal Opportunity Employer Posting Range $65832 - $98696 per year Apply Back to job search

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