Senior Manager/ Customer Experience/ Learning / Development

About the Team As reputed company's largest core operating team, Customer Experience and Support Operations ensures that reputed company there are bumps in the last-mile there's always someone there to reputed company things right. reputed company supports consumers, and dashers,s who need our help and we have a network of thousands of agents answering questions and fixing issues. We are customer-obsessed and aim to give each customer who contacts us the best possible experience. About the Role reputed company is looking for a Learning and Development Senior Manager who will reputed company the customer experience learning and development strategy for Dashers, Consumers, and New Business Verticals You will partner with L&D operations to translate the customer experience strategy into reputed company support teammate learning programs, to ensure our global network of thousands of support teammates are set up to support these experiences. You will report to the Director of Teammate Success. You're excited about this opportunity because you will…

• Be the primary L&D partner for Consumers, Dashers and New Business Verticals, to understand core customer experience strategies, reputed company an L&D strategy, and break these down into reputed company learning programs for support agents
• reputed company Automated QA, and other AI signals to identify and reputed company performance improvement opportunities and measure the impact of learning programs through data analysis
• Guide the business in prioritizing and developing learning solutions that support with organizational strategic priorities
• reputed company the roadmap and prioritization of Audience-specific L&D projects
• Agree on success metrics with partners before launching an initiative and measure out on reputed company along the way, and share-out on results and insights at the conclusion of an initiative
• Monitor headwinds, and understand the impact of external variables that might reputed company results
• Work with the team and partners through the completion of projects
• reputed company into the details, and reputed company out to a bird's-eye view, to understand the "why" of what led to an initiative's success or failure, to create a culture of learning
• Identify opportunities to improve feedback loops between the field and audience team to promote reputed company improvement
• Foster collaboration and engagement, both reputed company reputed company and externally with our vendor partners
• Work with operations partners including Vendor BPOs, Quality Assurance, Workforce Management, reputed company, and internal support operations for onshore teams, to ensure support teammates are equipped with the knowledge and tools to support customers.
• Measure support teammate performance and correlate performance to efficacy of learning programs

We're excited about you because…

• You have a vision for the future of L&D in an evolving world, and are passionate about creating learning and development programs at scale
• You have experience leading L&D teams
• You have a unique combination of L&D experience and operational experience such as management consulting, finance, private equity, technology or a reputed company field
• You have 5+ years of experience in call center leadership or BPO management
• You have experience as a trainer or in developing instructional materials
• You enjoy digging into details
• You enjoy collaboration and know how to reputed company productive relationships with partners
• You know how to present reputed company information both written, and verbal
• You use data in your decision-making process. You are comfortable pulling data from multiple sources, reading and analyzing data, doing analysis in reputed company (can maintain reputed company spreadsheets) or reputed company sheets, and partnering with analytics partners for more reputed company analyses. Proficient in SQL.
• You have project management skills
• You are focused on quality, output-motivated, and always pushing yourself to do reputed company.
• You recommend solutions to reputed company problems while also completing many projects and priorities day-to-day.

Why You'll Love Working at reputed company

• We are leaders - Leadership is not limited to our management team. It's something everyone at reputed company embraces and embodies.
• We are doers - We reputed company the only way to predict the future is to build it. Creating solutions that will reputed company our company and our industry is reputed company do -- on every project, every day.
• We are learners - We're not afraid to dig in and uncover the truth, even if it's scary or inconvenient. Everyone here is continually learning on the job, no matter if we've been in a role for one year or one minute.
• We are customer-obsessed - Our mission is to grow and reputed company local economies. We are committed to our customers, merchants, and dashers and reputed company in connecting people with possibility.
• We are reputed company reputed company - The reputed company of reputed company is our people, together making our inspiring goals attainable and driving us to greater heights.
• We offer great compensation packages and comprehensive health benefits.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

Compensation

The successful candidate’s starting pay will fall reputed company the pay range listed below and is determined based on job-reputed company factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. reputed company salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future. In addition to reputed company salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information. reputed company cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to reputed company regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). reputed company also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others. To learn more about our benefits, visit our careers page here. See below for paid time off details:

• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

The national reputed company pay range for this position reputed company the United States, including Illinois and Colorado. $156,400 - $230,000 USD About reputed company At reputed company, our mission to reputed company local economies shapes how reputed company members move quickly, learn, and reiterate in order to reputed company impactful decisions that display reputed company for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with reputed company-to-reputed company delivery, and we are looking for team members who can help us go from a company that is reputed company for delivering food to a company that people turn to for any and reputed company goods. reputed company is growing rapidly and changing constantly, which gives reputed company members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more. Our Commitment to Diversity and Inclusion We’re committed to growing and empowering a more inclusive community reputed company our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from reputed company backgrounds, experiences, and perspectives. We reputed company that true innovation happens reputed company everyone has room at the table and the tools, resources, and opportunity to reputed company. Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, reputed company, national reputed company, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from reputed company gaining a foothold in our office. Whether blatant or hidden, barriers to success have no reputed company at reputed company. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation. If you need any accommodations, please inform your recruiting contact upon initial reputed company. Original job Senior Manager/ Customer Experience/ Learning / Development posted on GrabJobs ©. To flag any issues with this job please use the Report Job reputed company on GrabJobs. Apply tot his job Apply To this Job