Customer Service Training Manager

Company Summary:

Zoro is an eCommerce company that’s on a mission to help business owners get everything they need to run their businesses and thrive–from office supplies to power tools. But we’re way more than a website. We’re a team of great people with an award-winning culture. Check us out and see for yourself!

Job Summary:

The Customer Service Training Manager will be responsible for the creation, implementation, and management of training and development programs for trainers and new hires. This role requires a deep understanding of adult learning principles and the ability to deliver engaging and effective training to a remote audience. The manager will also be tasked with performance management, providing updates to senior leadership, and continuously identifying opportunities for training improvement.

Duties and Responsibilities:

• Design and implement comprehensive training curricula and plans, including refresher courses, tailored to the needs of remote e-commerce teams.
• Acts as the manager for the Customer Service training team, currently consisting of two trainers. Conducts performance evaluations of trainers and new hires, providing constructive feedback and coaching.
• Develop learning curriculum and content for instructor-led and self-paced programs and courses.
• Provide updates on training progress and outcomes to senior leadership.
• Identify and act on opportunities for training program enhancements and innovations.
• Foster a positive learning environment that supports the professional growth of all team members.
  
  
  

Qualifications:

• Proven experience in training supervision, preferably within the field of customer service.
• Familiarity with learning management system back-end reporting or administration.
• Strong background in adult learning theory and remote training modalities.
• Experience working with e-learning/design tools which might include Articulate Storyline, Articulate Rise, Adobe Captivate, Camtasia, Canva, etc.
• Excellent communication skills and proficiency in virtual communication tools.
• Proven track record of creating and managing training resources and programs.
• Bachelor’s degree in education, business, communication or a related field; certifications in training & development or instructional design are a plus.
  
  
  

Zoro Values and Inclusive Culture:

Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented and valued. We aim to empower all of our employees to learn about, raise awareness of, and promote diversity and inclusion through all of our workplace interactions. Zoro is a place where everyone can learn, grow, and thrive.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.