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Learning and Customer Experience Manager

Clopay Building Products


Location:
Troy, Ohio 45373
Date:
05/18/2017
Job Code:
FY17-T-49
Job Type:
Employee
Job Status:
Full Time
Shift:
1st Shift
Categories:
  • Training/Development
Clopay Building Products
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Job Details

Creativity, Innovation, Customer Focus, Responsiveness, Dedicated Employees. Those are words that describe the environment we have and are seeking to build here at Clopay® Building Products. As the Learning and Customer Experience Manager, you will recruit and lead a team of 3 professionals dedicated to building a culture of continuous improvement and effortless customer experiences, supporting the day-to-day requirements of a customer support team of 100+ associates.

 

In this position, the successful candidate will perform the following job responsibilities:

  • Evaluate existing learning experiences and recommend updates to align with company and departmental strategies.
  • Plan, organize and direct learning programs for associates in order to increase individual and organizational performance as well as improve morale and enhance skills.
  • Facilitate on-boarding for newly hired Customer Experience team associates.
  • Provide training on key Clopay processes: Oracle, Outlook, CRM, Phone systems, etc.
  • Create standard operating procedures and keep them up-to-date.
  • Leverage innovative instructional design methods (i.e. on-line video, roll plays, etc.) to create and implement engaging and outcomes-driven learning experiences.
  • Development of customer service skills learning opportunities for all Clopay customer facing associates.
  • Consult with current managers to lead the development of a profile of learning requirements for each position in the Customer Experience team.
  • Create and facilitate leadership, management and coaching learning for all team members.
  • Establish and manage annual budget for department.
  • Partner with leaders at all levels of the organization to identify opportunities to improve customer experiences at all touch points.
  • Apply a consultative approach to problem solving to co-create solutions for channel partners.
  • Establish a 12 month calendar of all learning opportunities.
  • Test and evaluate all learning provided with each departmental manager/supervisor.
  • Other duties as assigned.

 

 



Requirements

  • Bachelor’s degree or equivalent education plus experience.
  • Proven track records of impacting results by helping organizations learn.
  • Minimum of 3 years’ experience leading a team of two or more direct reports.
  • Strong computer skills and excellent communication skills.
  • Demonstrable experience in the creation and design of training tools and methods.
  • Ability to plan, use and implement a wide variety of learning methods and technology, including online and instructor lead.
  • Call center experience preferred.
  • Competence in assessment and evaluation methods to measure performance.
  • Ability to travel (15-20%).
  • Experience with video editing and creative presentation experience desired.

For more than 50 years, Clopay® Building Products has manufactured beautiful, durable and reliable garage doors. We are honored to be North America’s leading garage door brand, a distinction achieved through our unrelenting focus on delivering true performance. Clopay® is far more than just the doors we sell — from design to installation, we are proud to work with dedicated employees, dealers and retail channel partners that place great value in innovation, service, and quality. Please visit our website at www.clopaydoor.com to learn more.

We offer competitive pay, a comprehensive benefits package including Medical, Dental, 401(k), Short-Term Disability, Life Insurance and Educational Assistance.

An Equal Opportunity Employer, providing a drug-free work environment.

EOE Male/Female/Disabled/Veteran.  We welcome applications from Veterans and the Disabled!

 

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