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About Careeraxis
Careeraxis is redefining the grocery and delivery landscape by turning everyday shopping into a seamless, personalized experience. Our mission is simple yet powerful: give people the freedom to enjoy the foods they love, wherever they are, while empowering a diverse workforce of personal shoppers and support agents to thrive in a flexible, tech‑driven environment. With a culture that celebrates curiosity, collaboration, and continuous improvement, Careeraxis is a place where ideas spark innovation and people grow both professionally and personally.
Why This Role Matters
As the Customer Experience Training Manager, you will be the architect of learning that fuels Careeraxis’s success. You’ll design, deliver, and refine training programs that elevate the skills of our Customer Experience Support teams worldwide, ensuring every interaction with a customer is consistent, efficient, and delightful. Your work will directly impact customer satisfaction scores, agent productivity, and the overall quality of service that sets Careeraxis apart in a competitive market.
Key Responsibilities
- Strategic Leadership: Own the end‑to‑end learning strategy for Customer Experience teams, aligning training initiatives with Careeraxis’s business goals and customer‑centric vision.
- Curriculum Design & Delivery: Create engaging, data‑driven curricula for onboarding, product knowledge, soft skills, and continuous development across multiple modalities (virtual, instructor‑led, experiential, asynchronous).
- Facilitator Coaching: Mentor and develop a high‑performing team of training facilitators, ensuring they deliver content with clarity, enthusiasm, and measurable impact.
- Metrics & Analytics: Define, track, and report on key learning metrics (e.g., training completion rates, knowledge retention, agent performance improvements) to drive evidence‑based decision making.
- Technology Enablement: Evaluate and implement learning technologies—LMS, micro‑learning platforms, virtual classrooms—to enhance accessibility and scalability.
- Vendor & Partner Collaboration: Partner with Vendor Management and external training providers to maintain consistency, quality, and cost efficiency across the enterprise.
- Continuous Improvement: Conduct post‑training evaluations, gather feedback, and iterate on content and delivery methods to keep training relevant and impactful.
- Cross‑Functional Alignment: Work closely with Product, Operations, HR, and Customer Success to ensure training content reflects the latest product updates, process changes, and customer insights.
- Global Coordination: Adapt training materials for regional nuances, languages, and cultural contexts while maintaining a unified brand voice.
Essential Qualifications
- 10+ years of progressive experience in customer support, with a deep understanding of the end‑to‑end customer journey.
- Minimum 5 years in learning & development, preferably within contact center or tech‑driven environments.
- 5+ years of people‑leadership experience, managing and scaling high‑performance training teams.
- Proven expertise in curriculum design, adult learning theory, and instructional design frameworks (e.g., ADDIE, SAM).
- Strong analytical mindset: ability to translate data into actionable learning insights.
- Excellent communication and presentation skills, capable of conveying complex concepts to diverse audiences.
- Adaptability to fast‑paced, evolving contexts with shifting priorities and strategic directions.
- Proficiency in learning technologies (LMS, authoring tools, virtual classroom platforms) and a passion for exploring new tools that enhance learning outcomes.
Preferred Qualifications
- Experience managing multichannel support operations (voice, chat, email, SMS).
- Background in startups, marketplaces, or e‑commerce environments.
- Deep familiarity with large, diverse customer support organizations and their unique training challenges.
- Hands‑on experience with agent tools, workflows, and best practices in customer support operations.
- Track record of developing training across varied delivery modalities for different learner personas.
- Bachelor’s degree in Education, Business Administration, or related field; advanced degree or certifications in Training & Development (e.g., CPLP, ATD, SHRM‑CP) are a plus.
Skills & Competencies
- Strategic Thinking & Visionary Planning
- Instructional Design & Content Development
- Project Management & Cross‑Functional Collaboration
- Data Analysis & Learning Analytics
- Change Management & Process Improvement
- Facilitation & Coaching Excellence
- Technology Savvy & Digital Learning Innovation
- Customer‑Centric Mindset & Empathy
- Adaptability & Resilience in Dynamic Environments
Career Growth & Learning Opportunities
At Careeraxis, your professional journey is supported by a culture of continuous learning. As the Training Manager, you will:
- Lead cross‑functional initiatives that shape the future of customer experience across the organization.
- Mentor emerging leaders in learning and development, positioning yourself for senior L&D or People Leadership roles.
- Participate in global strategy sessions, gaining exposure to high‑level decision making and business transformation.
- Access to internal learning resources, conferences, and certifications to keep your skill set at the cutting edge.
- Opportunity to pilot innovative learning technologies and methodologies that could become industry standards.
Work Environment & Culture
Careeraxis champions a Flex‑First philosophy, empowering you to choose the work setting that best fuels your productivity—whether that’s from home, a local office, or a coffee shop. We balance flexibility with community through regular in‑person events, virtual town halls, and collaborative projects that bring together talent from around the globe.
Our culture is built on:
- Inclusivity & Diversity: A workforce that reflects the communities we serve, fostering a sense of belonging and shared purpose.
- Innovation & Experimentation: Encouraging calculated risk‑taking and rapid iteration to solve complex problems.
- Transparency & Trust: Open communication channels and data‑driven decision making.
- Work‑Life Harmony: Flexible schedules, generous paid time off, and wellness programs that support mental and physical health.
Compensation & Benefits
While specific figures vary by location and experience, Careeraxis offers a competitive total rewards package that includes:
- Base salary commensurate with market rates and your expertise.
- Performance‑based bonuses and annual refresh grants.
- Equity opportunities for eligible hires, aligning your success with the company’s growth.
- Comprehensive health, dental, and vision insurance.
- 401(k) plan with company match.
- Generous paid time off, parental leave, and flexible work arrangements.
- Wellness stipend, mental health resources, and employee assistance programs.
- Professional development budget for courses, certifications, and conferences.
Ready to Join Careeraxis?
If you are passionate about transforming customer experiences through learning, thrive in a fast‑paced, flexible environment, and want to make a tangible impact on millions of shoppers and support agents, we want to hear from you. Bring your expertise, curiosity, and drive to a company that values innovation, collaboration, and the well‑being of its people.
Apply today and become a key player in shaping the future of customer experience at Careeraxis.
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