Residential Customer Care Training Manager

Job Title

Position Overview

As the Residential Customer Care Training Manager, you will lead and support the overall training strategy for Residential Customer Care and works to support the high-performance organization philosophy by use of the competency model, PX, initiatives, goals & metrics, structures and people systems. To serve as a consultant to all groups within Customer Care.

Responsibilities:

• Works closely with Leadership to identify and develop a strategy for Training & Development that is consistent with the overall objectives of the departments, division, and company.
• Work alongside HR Management on talent management, performance management, and succession planning initiatives.
• Communicate and collaborate with the Learning & Organizational Development group, Talent Enablement and Corporate HR. To serve as a bridge between Customer Care and these groups.
• Collaborate with training leaders from other groups/divisions (including Residential Sales and Marketing) to cultivate an environment for continuous improvement, innovation, collaboration and successful results.
• Coach and develop training professionals at both the management and support level within the division.
• Serve as divisional expert on team, leadership and organizational development by providing expert consulting, coaching, and instruction for all leaders.
• Apply organizational development & I/O Psychology principles, methods and tools to provide a broad range of customized business solutions designed to support the business, enhance organizational effectiveness, and strengthen stakeholder engagement.
• In collaboration with the leadership team, design and foster an energetic and exciting learning environment across the division while ensuring improvement of knowledge, skills, and behaviors needed to drive business results.
• Analyze training needs to develop new training programs or modify and improve existing programs, while applying principles of learning and individual differences.
• Serve as business consultant to develop individualized development programs to drive results.
• Champion the use of new technologies, systems, and processes which positively impact divisional and organizational metrics.
• Seek out and implement training tools and technology for remote environment supporting over 200 remote associates in over 13 states.
• Partner with Quality and Technology teams on strategic initiatives for Customer Care.
• Lead and implement training plan for new initiatives and systems for Customer Care.
• Lead and/or participate in initiatives that assist the division and the company involving change management or other change initiatives
• Stay abreast of current trends in the fields of organizational development & effectiveness, training & development, and talent management, sharing learning and best practices with Divisional Leadership.

Requirements:

• Four-year college degree required OR 5 year's experience in Training, HR, or Support organization.
• Strong computer literacy required, especially with Microsoft Suite
• Occasional travel is required, local and domestically Shaw

Preferred Skills & Experiences:

• Experience working in customer care
• Experience leading a training, learning, enablement, or organizational development function.
• Experience creating or overseeing communications and learning content for large employee populations.
• Experience using learning technologies and content creation tools such as PowerPoint, Canva, Camtasia, SharePoint, Learning Management Systems (LMS), or similar platforms.
• Experience supporting geographically dispersed, hybrid, or remote employee populations.
• Experience facilitating change management, systems implementation, or process improvement initiatives.

Key Competencies:

• Create Strategic Plan
• Demonstrate Strategic Influence
• Demonstrate Customer Orientation
• Drive Innovation
• Lead Change
• Coach & Support

Shaw benefits include: 

• Medical, dental, and vision insurance 
• Life insurance and disability coverage 
• Tuition reimbursement 
• Employee assistance program 
• Health savings account 
• Paid Time Off 
• Parental Leave 
• 401K and Retirement Plans 
• Product discounts for employees 
• Adoption assistance 
• Shaw Family Health Center (Dalton, GA, and Cartersville, GA, locations) 

#LI-BT1 

#ShawIND 

Work Shift