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Manager, Customer Service Learning and Development

Company: Brother USA
Location: Memphis
Posted on: January 14, 2021

Job Description:

Job DescriptionThe Manager, Customer Service Learning & Content designs, develops, implements and evaluates all training material for Customer Service, including creating assessments and evaluations to analyze results to determine return on investment, to meet strategic training initiatives. This position manages the relationship with internal and external business partners. This role oversees the knowledge management and learning management systems for Customer Service. This position manages a team of content developers, technical writers, and curriculum developers. Let's Grow Together Our mission is to live our "at your side" promise and simplify and enrich the lives of our customers, employees, and communities. "At your side" is more than a slogan to us; it's the purpose we do our best to fulfill every day. With a legacy spanning over a century, this is a great place to launch or expand any career and push the boundaries of what comes next. We're committed to achieving shared success, and we provide opportunities for you to develop through experience, exposure and education. Our people have always leveraged their unique perspectives to keep us on the right track for a lasting future. If you want to innovate, learn, and grow with a global leader that builds products, services, and a company people love, then we'll be "at your side" every step of the way. Instructional Design * Lead and execute the design and development of complex training curricula, materials, and programs including instructor-led, virtual, online, and blended to meet strategic organizational initiative * Identify appropriate learning solutions to solve business problems * Design new and evaluate existing training curriculum, applying proven instructional design principles for engaging learners * Recommend method for delivery such as instructor led, e-learning, combination or other media taking into account audience, business needs, and requirements * Develop learning assessments and training evaluations, analyze results, make recommendations, and work with business to determine return on investment (ROI) * Prepare training plan to recommend, design, develop, implement and evaluate learning solution * Update existing training materials as necessary Project Management * Manage both in-house and outsourced learning projects * Guide the development and delivery of learning solutions * Manage multiple projects at a time, requiring strong project planning and stakeholder management * Manage project plans and report project status to stakeholders * Validate business objectives, control timelines and manage stakeholder expectations * Collaborate with stakeholders across departments and at various levels in the organization Strategic Planning and Continuous Improvement * Improve efficiencies and effectiveness that lead to improved business results * Establish training standards and ensure all material is consistent and aligned with learning and development guidelines. * Monitor emerging technologies, training and development trends and standards and make recommendations for adoption. * Identify opportunities to innovate creative strategies to support organizational needs Requirements: * Bachelor's Degree (or equivalent experience) in Instructional Design or Learning and Development * Minimum 5 years of experience designing Instruction Material in an Educational or Business environment; experience designing instructor-led training - virtual or in-class * Minimum 3 years of direct supervision of team with substantial coaching and mentoring experience * Knowledge of training theories and principles, including andragogy and established industry models of evaluation * Minimum 2 years of Project Management experience * Minimum 2 years experience in corporate or contact center learning environment * PMP - Project Management Professional Certified Professional in Talent Development (CPTD) * Intermediate MS Office (Word, Excel, PowerPoint, Outlook) * Intermediate Adobe Captive or similar e-learning and authoring tool * Basic Functional Knowledge of (KCS) Knowledge Centered Service * Fiber or cable high speed internet -Minimum 25 Mbps download speed -Minimum 10 Mbps upload speed Brother Offers: * A competitive base salary * Rich and comprehensive benefits package * Casual dress environment * Tuition reimbursement: Up to 10k yearly * Access to learning and development online and in-person classes Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work. Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd. With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago. Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas. It has fully integrated sales, marketing services, manu

Keywords: Brother USA, Memphis , Manager, Customer Service Learning and Development, Hospitality & Tourism , Memphis, Tennessee

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