Sr. Manager, Learning & Development – Customer Service

Role: Sr. Manager, Learning & Development – Customer Service Team: Customer

Experience:

Scope: People Leader, M4 Years of

Experience:

8+ years Location: Reno, NV General Summary As the Sr. Manager, Learning & Development for the Customer Service team, you will lead a team of Learning and Development professionals responsible for the training, communications and knowledge base support of our Customer Service team We are seeking a hands-on leader who can flex seamlessly between strategy and execution - someone who feels equally confident and engaged building a multi-year roadmap and delivering a front-line training session.

They will define our approach and execute training for new and existing Customer Service Representatives on a variety of topics. They are responsible for project management, content & curriculum design, technology solutions, training delivery, technical writing, and training vendor management. They will manage a team of diverse individuals and build the strategy for guiding the team through the execution of various types of training, including New Hire, New to Role, Cross-Training, Just in Time, Career Progression, and Leadership Development.

Position requires the ability to travel up to 10% of the time.

What You:

'll Do Strategic Planning & Execution Develop and execute the vision, strategy, and roadmap for the Customer Service Learning & Development team Create a robust curriculum for new hire onboarding and continuous

education:

for the customer service teams Execute the new hire onboarding & nesting plan, ensuring new hires are set up for success Design, develop, customize, and execute Customer Service learning

experience:

s, programs, tools, and resources Work closely with other leaders to assess needs, develop strategies, communicate approach, and design solutions that support our team members’ success Evolve and expand the curriculum, leveraging best practices to set teams up for success Buy, build, or redesign solutions as needed Recommend appropriate delivery mechanisms (e.g. classroom, on demand, virtual, performance support, blended learning) Develop and execute the strategy to drive learning beyond the classroom, employing creative ideas to ensure knowledge has been transferred to the learner Create a culture of coaching, support, and growth for all customer service representatives and their leaders by implementing feedback loops and data driven continuous

education:

Organizational Effectiveness and Change Management Execute change management and communication strategies to roll out new tools and increase ongoing usership. Leverage insights from analytics to identify strategies that support employee engagement and partner with HR stakeholders to drive meaningful actions via robust continuous improvement planning process Actively collaborate with key stakeholders across the business that need change management support on organization design decisions Lead an effort to streamline and simplify employee user

experience:

of tools across the organization

Who You Are:

A Change Champion: An inspiring leader who proficiently and optimistically manages their team through change by understanding organizational transitions, planning strategically, communicating transparently, inspiring trust, and actively engaging stakeholders to achieve successful outcomes. Skilled at dealing with ambiguity and competing priorities.

• Demonstrates flexibility in a changing work environment Business minded: possess strong business acumen and understand keys to business success; knowledgeable in current and possible future policies, practices, trends, and information affecting our organization; knows the competition; is aware of how strategies and tactics work in the marketplace.

A strong mentor and coach: fosters a culture of continuous learning and growth, develops employees, provides constructive feedback, creates a safe space for open dialogue. A leader of leaders who approaches challenges with vigor and explores solutions to drive a successful business A strong communicator: possesses excellent written, verbal, and non-verbal communication

skills:

that can be shared with a wide variety of people while remaining clear, concise, accurate, prompt, and diplomatic.

• Demonstrates empathy and awareness of others in communication with customers, coworkers, and partners Results-driven: achieves results consistently and successfully.

Creative thinker who uses data to build and execute a strategic vision An inclusive, collaborative team player: proactive, positive, self-starter, and a team player that can effectively work with others and has a willingness to help others. Able to take initiative: positive self-starter with a mindset for continual improvement, who thrives in an environment with a high level of autonomy, think outside the box and bring new ideas to the table.

Analytical: uses data to solve problems and support leadership, you are able to anticipate and get in front of business problems. You use a systematic method to gather, analyze, and report on the effectiveness of departmental customer-facing KPI’s An excellent decision maker: demonstrates a passion for data-driven decision-making.

Able to prioritize and manage multiple tasks, while also fulfilling day-to-day

responsibilities:

Leverages excellent attention to detail, organization, and prioritization

skills:

Unconventional: unafraid to explore new ways of thinking and working and to approach customer service with an outside the box mentality. Passionate: enthusiastic and committed to saving our home planet. Bring keen attention to responsible technology, digital commerce, and customer

experience:

Experience:

You Bring 5+ years of

experience:

• designing, facilitating, knowledge management, operationalizing, and partnering with business leaders to drive learning 3+ years of people management

experience:

• leading diverse teams with a focus on people development

Experience:

• supporting frontline team members and/or working in organizations that run continuous operations.

Preferred degree in training and development, instructional design, adult

education:

, HR or related field

Experience:

partnering with business leaders to assess needs and design customized learning solutions Skilled facilitator and communicator (spoken and written) with

experience:

• leading objective-driven training on business

skills:

Strong understanding of learning and instructional design principles (e.g. ADDIE, SAM, etc.) Strong

experience:

of empowering diversity, justice, equity, and inclusion in the workplace Strong

experience:

• leading learning operations (program management, coordination & scheduling, learning management system, communications, tracking)

Experience:

creating engaging virtual learning

experience:

s (facilitating, creating courses & learning paths, managing users and groups, tracking learning activity, course messaging & communications, content-provider integrations)

Experience:

with in-person learning

experience:

s and classroom training

Experience:

• developing objective-driven training content with instructional design models or approaches

Compensation:

Hiring Range: $120,000 to $145,000 USD At Patagonia, pay ranges are assigned to a job based on the location specific market median of similar jobs according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including

skills:

/capabilities,

experience:

, and available budget. The Hiring Range reflects where in the range we intend to hire for this role. Employee Conduct It is the responsibility of every employee to contribute to a positive, inclusive work environment through cooperative and professional interactions with co-workers, customers and vendors.

Equal Employment

Opportunity:

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law. Equal Employment

Opportunity:

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law. Patagonia’s Mission Statement We're in business to save our home planet.

Our Reason for Being At Patagonia, we appreciate that all life on earth is under threat of extinction. We aim to use the resources we have—our business, our investments, our voice and our imaginations—to do something

about:

it. Patagonia grew out of a small company that made tools for climbers. Alpinism remains at the heart of a worldwide business that still makes clothes for climbing—as well as for skiing, snowboarding, surfing, fly fishing, mountain biking and trail running. These are silent sports. None require an engine; rarely do they deliver the cheers of a crowd.

In each, reward comes in the form of hard-won grace and moments of connection with nature. As the climate crisis deepens, we see a potential, even probable end to such moments, and so we’re fighting to save them. We donate our time, services and at least 1 percent of our sales to help hundreds of grassroots organizations all over the world so that they can remain vigilant, and protect what’s irreplaceable.

At the same time, we know that we risk saving a tree only to lose the forest—a livable planet. As the loss of biodiversity, arable soils, coral reefs and fresh water all accelerate, we are doing our best to address the causes, and not just symptoms, of global warming. Staying true to our core values during forty-plus years in business has helped us create a company we're proud to run and work for.

To stay in business for at least forty more, we must defend the place we all call home.