Wayfair Careers

Senior Training Manager

Ogden, UT
Customer Service - Customer Service Management


Job Description

Wayfair is seeking a dynamic, experienced Senior Training Manager to oversee training and development across multiple call center locations. This person will be responsible for leading a training team supporting the Sales & Service organization across multiple sites and will be responsible for all aspects of call center training, including needs assessment and training strategy, curriculum development, classroom facilitation, and results assessment.

This person will report to the Director of Employee Development.  He or she will be expected to quickly develop an understanding of Sales and Service operations, processes and needs. This person must be comfortable running training for large audiences of all tenures and levels, and will be expected to devise and optimize training solutions that make the most of Wayfair’s resources.  

Location: Ogden or Orem, UT

Responsibilities:

  • Partner with contact center management team to build and drive training strategy to align with business objectives, and growth projections in assigned locations
  • Build and manage a team of trainers across multiple site locations
  • Oversee creation, delivery and maintenance of training programs for the following Sales and Service audiences:
    • New hire onboarding
    • Upskill training for existing staff
    • New and tenured manager development
  • Work in tandem with operations managers to ensure alignment of training programs with ongoing coaching and quality assurance effort
  • Build strong partnerships and collaboration with peer training leaders to enable consistency in training programs across sites

Desired Skills & Experience:

  • 5+ years managing a successful training organization, preferably in a call center environment
  • 5+ years as a training facilitator preferably in a call center environment
  • Demonstrated understanding of instructional design methodologies
  • Proven ability to develop training curricula and conduct in depth training needs assessments with key stakeholders
  • Demonstrated understanding of frontline leadership skills and training
  • Proven ability to lead training teams across multiple sites
  • Proven success building and optimizing training solutions
  • Articulate, persuasive communicator across multiple organizational levels
  • Savvy, quick thinking and comfortable in a dynamic, fast-moving environment
  • Goal oriented self-starter and able to flex to changing business needs and priorities
  • Ability to maintain a global mindset with strong collaboration approach with peers and stakeholders
  • Ability to analyze data to identify solutions
  • Ability to travel as needed to multiple sites
  • Expertise in Microsoft Office Suite, including PowerPoint, Outlook, Word and Excel required
  • Experience with Adobe Captivate or other eLearning authoring software preferred (experience with Adobe Connect or other virtual learning software preferred)

 Essential Job Functions:

  • Ability to alternate sitting and standing throughout an 8 hour period, and sometimes longer
  • Ability to use a computer keyboard and computer screen
  • Ability to use a telephone headset and telephone system
  • Ability to perform all above-mentioned duties with or without accommodations

About Wayfair Inc.

Wayfair believes everyone should live in a home they love. Through technology and innovation, Wayfair makes it possible for shoppers to quickly and easily find exactly what they want from a selection of more than 10 million items across home furnishings, décor, home improvement, housewares and more. Committed to delighting its customers every step of the way, Wayfair is reinventing the way people shop for their homes – from product discovery to final delivery.

The Wayfair family of sites includes:

  • Wayfair, an online destination for all things home
  • Joss & Main, where beautiful furniture and finds meet irresistible savings
  • AllModern, unbelievable prices on everything modern
  • Birch Lane, a collection of classic furnishings and timeless home décor
  • Perigold, unparalleled access to the finest home décor and furnishings

Wayfair generated $4.7 billion in net revenue for the twelve months ended December 31, 2017. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 7,700 people.

Tag: CSVC-CSM
Requisition ID: 15461