About careerforge
At careerforge, we’re redefining the way people connect with food, community, and convenience. Our mission is simple yet powerful: to bring the joy of shared meals to every table, no matter where you are. By leveraging cutting‑edge technology, data‑driven insights, and a passionate team of innovators, careerforge has become a trusted partner for millions of households, retailers, and shoppers across the globe.
We operate in a fast‑moving, highly competitive industry where the customer experience is the ultimate differentiator. Whether it’s a last‑minute grocery run, a holiday feast, or a daily pantry refill, we’re there to make the process seamless, reliable, and delightful. Our culture is built on curiosity, resilience, and a relentless focus on the customer. If you thrive in an environment where every day brings new challenges and opportunities to learn, careerforge is the place for you.
The Role: Training Manager – Customer Experience & Engagement Excellence
As the Training Manager for Customer Experience, you will be the catalyst that transforms raw talent into world‑class customer advocates. You will design, deliver, and continuously refine learning programs that empower our Customer Experience Support teams to exceed expectations, drive operational efficiency, and embody careerforge’s brand values.
In this role, you will:
- Lead the end‑to‑end design of onboarding, role‑specific, and continuous learning initiatives for a global workforce of customer support agents.
- Coach and develop a high‑performing team of training facilitators, ensuring they are equipped with the latest pedagogical techniques and product knowledge.
- Collaborate with cross‑functional partners—including Product, Engineering, Operations, and Vendor Management—to align training content with evolving business priorities.
- Define, track, and analyze key performance indicators (KPIs) that measure training effectiveness, agent performance, and customer satisfaction.
- Champion the adoption of innovative learning technologies (e.g., micro‑learning platforms, AI‑driven coaching tools, virtual reality simulations) to enhance engagement and retention.
- Serve as the primary liaison with external training vendors, ensuring consistency, quality, and cost‑efficiency across all learning touchpoints.
Key Responsibilities
Strategic Leadership & Vision
- Develop a comprehensive, multi‑year learning roadmap that aligns with careerforge’s strategic objectives and customer experience goals.
- Translate business needs into actionable learning initiatives, ensuring each program delivers measurable impact.
- Advocate for learning as a core business capability, influencing executive decisions and resource allocation.
Curriculum Design & Development
- Own the full curriculum lifecycle—from needs assessment and content creation to delivery and evaluation.
- Apply adult learning theory, instructional design best practices, and data analytics to craft engaging, relevant, and scalable learning experiences.
- Create a mix of delivery modalities (virtual instructor‑led, asynchronous e‑learning, experiential simulations, on‑the‑job coaching) tailored to diverse learning styles and operational contexts.
- Maintain a centralized content repository, ensuring version control, accessibility, and compliance with brand guidelines.
Training Delivery & Facilitation
- Lead live training sessions for new hires and existing agents, using interactive techniques to foster knowledge retention and skill application.
- Mentor and coach a team of facilitators, providing feedback, professional development, and performance reviews.
- Implement blended learning strategies that combine technology, peer learning, and real‑time coaching.
- Ensure training sessions are inclusive, culturally sensitive, and aligned with careerforge’s diversity and inclusion values.
Performance Measurement & Continuous Improvement
- Define and monitor training KPIs such as time‑to‑competency, first‑contact resolution, customer satisfaction scores, and training ROI.
- Conduct post‑training assessments, surveys, and data analysis to identify gaps and opportunities for enhancement.
- Iterate on curriculum and delivery methods based on feedback, industry trends, and emerging technologies.
- Report insights to senior leadership, translating data into actionable recommendations.
Vendor & Partner Management
- Build and nurture relationships with external training vendors, ensuring alignment with careerforge’s quality standards and cost objectives.
- Negotiate contracts, manage SLAs, and oversee vendor performance to guarantee consistent learning outcomes.
- Collaborate with Vendor Management teams to integrate external content into careerforge’s learning ecosystem.
Essential Qualifications
- Minimum 10 years of progressive experience in customer support, with a deep understanding of the end‑to‑end customer journey.
- At least 5 years of proven experience in learning & development, preferably within a contact center or technology‑driven environment.
- 5+ years of people‑management experience, demonstrating the ability to coach, develop, and inspire high‑performing teams.
- Strong background in curriculum design and instructional development, with a portfolio of successful learning programs.
- Expertise in adult learning principles, instructional design frameworks (e.g., ADDIE, SAM), and learning analytics.
- Exceptional organizational and project‑management skills, capable of juggling multiple priorities and stakeholders.
- Excellent communication, presentation, and storytelling abilities, with a knack for simplifying complex concepts for diverse audiences.
- Demonstrated adaptability in fast‑paced, constantly evolving environments.
Preferred Qualifications
- Experience managing multichannel support operations (voice, chat, email, SMS, social media).
- Background in startups, marketplaces, or e‑commerce, with a track record of scaling learning programs.
- Familiarity with large, diverse customer support organizations and the unique challenges they present.
- Deep knowledge of agent tools, CRM systems, and support workflows.
- Proficiency in designing training across multiple modalities, including virtual, experiential, instructor‑led, and asynchronous formats.
- Bachelor’s degree in Education, Business Administration, or a related field; advanced degree or certifications in Training & Development (e.g., CPLP, ATD, SHRM‑CP) are a plus.
What You’ll Gain at careerforge
- Career Growth: We invest in your professional development through mentorship, leadership programs, and access to industry conferences.
- Learning Culture: Join a community that values continuous learning, experimentation, and knowledge sharing.
- Impact: Your work will directly influence the customer experience of millions, shaping careerforge’s reputation for excellence.
- Flexibility: Enjoy a flexible work environment that supports work‑life balance, whether you’re remote, in‑office, or at a coffee shop.
- Competitive Compensation: Earn a base salary commensurate with your experience, complemented by performance bonuses, equity grants, and comprehensive benefits.
- Benefits: Health, dental, vision, 401(k) with company match, generous paid time off, parental leave, wellness programs, and more.
- Community: Participate in regular in‑person events, volunteer opportunities, and cross‑functional hackathons that foster collaboration and camaraderie.
Compensation & Benefits Overview
While specific compensation will vary by location and experience, careerforge offers a competitive base salary, equity opportunities, and a robust benefits package designed to support your well‑being and career aspirations. Our Flex First remote work policy empowers you to choose the work setting that best suits your lifestyle.
How to Apply
If you are ready to lead transformative learning initiatives, elevate customer experience, and grow with a forward‑thinking organization, we encourage you to apply today. Join careerforge and help us shape the future of grocery delivery and customer engagement.
Ready to make an impact? Apply now and become a part of careerforge’s journey to redefine the grocery experience for millions worldwide.