Senior Manager, Learning & Development - Customer Service
Patagonia, Inc.
Reno Service Center, VT, 05401
Closed - No longer accepting applications
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Role: Senior Manager, Learning & Development – Customer Service (Reno)
Reports to: Director of Customer Service
Location: Reno, NV preferred. Open to remote only in approved states (AZ, CA, CO, CT, DC, GA, HI, IL, ME, MD, MA, MN, MT, NV, NY, OH, OR, PA, TN, TX, UT, VA, WA)
Applications will be accepted until 2/28/2023. Due to volume, the posting may get extended or expire early.
COVID-19 Vaccinations: Patagonia requires all employees to demonstrate proof of receiving a COVID-19 vaccination as a condition of their employment.
General Summary
As the Senior Manager of 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. You will define and execute the strategy for training new and existing Customer Service Representatives on a variety of topics. You’ll be responsible for project management, content & curriculum design, technology solutions, training delivery, technical writing, and training vendor management. You’ll be building a team of diverse individuals and you’ll build the strategy for guiding your 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.
What You'll Do
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
Design, develop, customize, and execute Customer Service learning experiences, 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
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
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
Inclusive – you cultivate a culture of belonging that gives everyone a meaningful voice and effectively works across differences
Passionate – you love learning & design, and you want to save our home planet
Adaptable – you are able to work in a dynamic, fast-moving environment
Curious – you seek out new knowledge, skills and develops existing capabilities
Strategic – you think outside the box for wholistic solutions and long-term planning
Team Player – you actively contribute and collaborate with the team
Equitable – you bring intentional commitment to creating fair and equitable decisions that include representation from diverse range of perspective
Experience You Bring
5-10 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 experiences (facilitating, creating courses & learning paths, managing users and groups, tracking learning activity, course messaging & communications, content-provider integrations)
Experience developing objective-driven training content with instructional design models or approaches
Physical Requirements
Ability to travel up to 10% of the time
Pay range: $84,513 - $140,892
Hiring range: $110,000 - $130,000
At Patagonia, pay ranges are set using the best available market data for the job at the required location. To determine salary for a candidate, we consider the candidate’s skills and capabilities for the job compared with expectations for the position.
Employee Conduct
It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customer, 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.
Reports to: Director of Customer Service
Location: Reno, NV preferred. Open to remote only in approved states (AZ, CA, CO, CT, DC, GA, HI, IL, ME, MD, MA, MN, MT, NV, NY, OH, OR, PA, TN, TX, UT, VA, WA)
Applications will be accepted until 2/28/2023. Due to volume, the posting may get extended or expire early.
COVID-19 Vaccinations: Patagonia requires all employees to demonstrate proof of receiving a COVID-19 vaccination as a condition of their employment.
General Summary
As the Senior Manager of 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. You will define and execute the strategy for training new and existing Customer Service Representatives on a variety of topics. You’ll be responsible for project management, content & curriculum design, technology solutions, training delivery, technical writing, and training vendor management. You’ll be building a team of diverse individuals and you’ll build the strategy for guiding your 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.
What You'll Do
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
Design, develop, customize, and execute Customer Service learning experiences, 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
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
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
Inclusive – you cultivate a culture of belonging that gives everyone a meaningful voice and effectively works across differences
Passionate – you love learning & design, and you want to save our home planet
Adaptable – you are able to work in a dynamic, fast-moving environment
Curious – you seek out new knowledge, skills and develops existing capabilities
Strategic – you think outside the box for wholistic solutions and long-term planning
Team Player – you actively contribute and collaborate with the team
Equitable – you bring intentional commitment to creating fair and equitable decisions that include representation from diverse range of perspective
Experience You Bring
5-10 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 experiences (facilitating, creating courses & learning paths, managing users and groups, tracking learning activity, course messaging & communications, content-provider integrations)
Experience developing objective-driven training content with instructional design models or approaches
Physical Requirements
Ability to travel up to 10% of the time
Pay range: $84,513 - $140,892
Hiring range: $110,000 - $130,000
At Patagonia, pay ranges are set using the best available market data for the job at the required location. To determine salary for a candidate, we consider the candidate’s skills and capabilities for the job compared with expectations for the position.
Employee Conduct
It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customer, 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.