Manager, Training and Employee Development Job at Purple Mattress
Purple is a digitally-native vertical brand with a mission to help people feel and live better through innovative comfort solutions. To us, comfort means more than great products, it means empowering every employee to feel comfortable being themselves. We believe your career at Purple will be a one-of-a-kind “Career in Comfort” because our workforce is one-of-a-kind. We are committed to a culture of collaboration where every voice is heard and understood. As an innovation company at our core, we believe a diversity workforce brings better insights, solutions and products and serves as the backbone to bettering our company. Join with us as we add to our team of exceptional individuals who will help us take over the world — one mattress at a time.
Job Summary
The Manager, Training & Employee Development, will lead a team of trainers and instructional designers, to develop, publish and deliver learning solutions that enhance the knowledge and effectiveness of Purple’s customer service professionals.
Job Description
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties Include the following. Other duties may be assigned to meet business needs.
- Designs and develops training materials and curriculum in the contact center
- Designs, develops and delivers comprehensive new employee training
- Creates engaging learning activities and compelling course content to address on-going training needs in the contact center
- Applies tested instructional design theories, practices and methods (using both e-learning programs and traditional classroom instruction)
- Decides on the criteria used to judge learner’s performance, and develops assessment instruments
- Develops supplemental materials and resources to aid in the reinforcement of learning in the contact center
- Assembles and maintains a library of all curriculum and content
- Designs and maintains a knowledge base, including all policies, procedures, product information, system and application training, and general reference materials
- Defines metrics and measures to evaluate the impact and effectiveness of learning programs against pre-defined goals
- Collaborates with leaders across the organization to ensure that appropriate training materials and curriculum are in place and delivered prior to new marketing initiatives, product launches or business expansions
- Writes and delivers regular performance reviews, administers development plans, and holds regular team meetings and 1:1s with direct reports
- As part of senior leadership team, helps shape policies/procedures, and the direction of the operation generally.
EDUCATION/EXPERIENCE REQUIREMENTS
- BA/BS required (or equivalent experience/training)
- Minimum four year’s experience in a Learning & Development role (preferably in a contact center or customer service environment)
- Minimum two years experience in Instructional Design and course facilitation (preferably in a contact center or customer service environment)
- Experience building comprehensive training programs, from concept to implementation
- Deep experience with e-learning tools and applications (Bridge, Articulate, Canva, Adobe, etc.)
- Proficient in Word, Excel, and Power Point
- Significant understanding of general contact center operations
- Management experience (leading a team of training professionals)
- Familiarity with mattress/comfort industry helpful
- Some experience with manufacturing, supply chain, and logistics operations helpful
- Experience as a contact center customer service agent helpful
- Deep understanding and knowledge of the Payment Card Industry Data Security Standard (PCI DSS) and other applicable regulations impacting contact centers
- Certifications (e.g., CPTM, CPTD) preferred
KNOWLEDGE, SKILLS, AND ABILITIES REQUIREMENTS
To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.
- Outstanding organizational skills
- Excellent oral and written communication skills and the ability to effectively communicate with a diverse audience at every level of the organization
- Ability to effectively perform in a fast paced, deadline-oriented work environment
- Advanced presentation and facilitation skills, with the ability to engage audiences in learning topics
- Strong understanding of contact center and customer service metrics
- Ability to work independently on projects and as a member of a team
- Ability to multi-task, organize and prioritize workload
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.
While performing the duties of this job, the employee is regularly required to sit, talk, and/or hear. The employee is frequently required to use hands to finger, handle or feel. The employee is occasionally required to reach with hands and arms. The employee is occasionally required to climb or balance, stoop, kneel, crouch and/or crawl. The employee must also occasionally lift and/or move up to 20 pounds. Specific vision abilities include close vision and color vision. The employee is also required to frequently inspect the project and may be exposed to ongoing construction and various weather conditions. The noise level in the work environment may range from moderate to loud.
BENEFITS AND PERKS
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Medical, Dental, Vision
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401(k) Match
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Generous PTO
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Market Money
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Earn a Mattress
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Purple Swag
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Amazing Purple Products
WHY WORK AT PURPLE?
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Make your mark: We value innovative thinking. At Purple, you will be empowered to bring your ideas to life as we work together to improve people’s lives through comfort.
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Gain unique experience: Be a part of one of the fastest growing companies in Utah! The contributions you make will matter at Purple as the company continues to grow with you.
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Awesome culture: Join the tight-knit team at Purple and you can enjoy working alongside industry experts, making close friends, and annual employee appreciation events.
Purple provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment.
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