Coordinate, develop, organize, and oversee the various training programs within customer service. Promote and advance a learning culture within the department. Work closely with customer service leadership team to identify training needs, develop training curriculum and plans, with a focus on eLearning formats. Execute training sessions and tasks through leadership and delegation.
Partner with SMEs to develop and deliver refresher and new initiative trainings throughout the year on the Shutterfly family of brands in eLearning, classroom based, virtual classroom and blended training formats.
Develop and maintain eLearning course content within LMS
Develop and deliver instructor-led and blended new employee training
Organize existing training tools and materials, maintain resources and knowledgebase articles
Work with customer service leadership team to identify, develop, and mentor new trainers
Facilitate ILT and eLearning training sessions through collaboration with training team and CS/CMT Leadership team
Create and administer surveys and evaluations to gather metrics and feedback to further improve training.
Communicate any process and/or procedure changes to the team via email and/or meetings
Proven project management success and follow through
Experience researching and identifying effective training tools and methods, then implementing into training curriculum and practices
Development of training materials and implementation of training tools within an LMS
Experience with Adobe Captivate and/or Lectura
Real-world practice of instructional design techniques, including performance management and needs analysis.
Minimum of 3 years training experience in technical training, compliance training and soft skills, in both ILT and eLearning environments
Experience developing and delivering customer service training in a contact center environment preferred.
Experience leading virtual classroom training preferred
Implementation experience with an LMS a plus
Experience developing certifications within a LMS a plus
Experience with Articulate Storyline
Knowledge, Skills and Abilities
Knowledge of best practices for eLearning, including gamification and branched learning
Knowledge of adult learning theories and their application in a corporate learning environment
Excellent presentation and public speaking skills in both small meeting and large classroom setting
Excellent written communication skills
Proficient in MS Office Suite
Self-assurance and the ability to project authority while demonstrating flexibility, patience and respect for trainees
The ability to cooperate, communicate and manage conflict situations within a group
A creative approach to problems and problem solving
Ability to work cross-functionally to plan training and resolve issues
Ability to work efficiently within a team environment and delegate tasks effectively
Willing to go above and beyond to produce excellent work
Excellent in managing large classroom groups and the ability to intervene when problem behavior occurs
Shutterfly, Inc. is a family of lifestyle brands that are in the business of making, celebrating and sharing memories. Memories are made up...