Manager, Training & Agent Development

Overview

The Manager, Training & Agent Development leads the design, delivery, and continuous improvement of omni-channel training programs for GoldenPet’s customer care and experience organization.

Responsibilities

• Design and deliver comprehensive onboarding and continuous-learning curricula across all customer care channels (phone, chat, email, self-serve/digital), ensuring agents can perform with consistency and confidence regardless of channel.
• Partner with CX Strategy to embed customer experience principles—empathy mapping, journey-based service design, and VOC insights—into every training module.
• Develop and maintain channel-specific playbooks that guide agents through brand-authentic interactions, de-escalation techniques, and high-conversion service-to-sales moments.
• Collaborate with Brand Campaign Managers to ensure agents receive timely, accurate pre-launch training on new products, promotions, seasonal campaigns, and retail partnerships before go-live.
• Build deep product knowledge training programs that give agents mastery of GoldenPet’s brand portfolio—ingredients, formulations, health benefits, and brand differentiation—enabling them to confidently answer questions and recommend products in a consultative, trust-building manner.
• Create and maintain a living product knowledge library, updated in sync with new launches, reformulations, retailer assortment changes, and seasonal offerings across DTC and retail channels.
• Train agents on CPG-specific customer dynamics including subscription lifecycle management, loyalty retention conversations, and competitive differentiation for pet nutrition.
• Build and maintain escalation training frameworks that prepare agents and supervisors to handle high-sensitivity situations—product safety concerns, quality complaints, regulatory inquiries, and high-value customer retention—with accuracy, speed, and brand consistency.
• Develop retail-specific training tracks that address the unique requirements of the growing omni-channel retail business, including retailer-facing customer inquiries, fulfillment issue handling, and channel-appropriate messaging for Walmart and other retail partners.
• Partner with QA and CX leadership to monitor real-time escalation patterns and rapidly deploy targeted refresher training or response playbooks in response to emerging product, brand, or service issues.
• Ensure agents are trained on CPG regulatory awareness including label claim standards, return/refund policy nuances, and brand-protection protocols.
• Maintain a structured feedback loop with QA to translate scorecard findings, call evaluations, and chat audits into targeted training interventions.
• Define and track training effectiveness KPIs including post-training quality score lift, first contact resolution improvement, CSAT/NPS correlation, sales conversion rate, and time-to-proficiency for new hires.
• Develop and maintain a Training Impact Dashboard in partnership with Analytics/BI to give leadership real-time visibility into agent readiness and program ROI.
• Conduct regular training needs assessments using QA data, VOC feedback, performance analytics, and operational inputs to proactively identify skill gaps before they surface in customer experience metrics.
• Own the full lifecycle of the Learning Management System: platform evaluation/selection, implementation, content architecture, user administration, and ongoing optimization.
• Architect a digital-first content library leveraging video-based learning, interactive eLearning modules, scenario simulations, microlearning bursts, and gamification to maximize engagement and knowledge retention across a distributed workforce.
• Establish and manage content governance standards—version control, content expiration, refresh cadence—to ensure all LMS materials are accurate, current, and brand-compliant.
• Leverage LMS analytics (completion rates, assessment scores, engagement data) to identify underperforming content and drive iterative improvements.
• Champion adoption of the LMS platform across the organization, training team leads and supervisors to use the system for assignment, tracking, and coaching.
• Lead, coach, and develop a team of Training Supervisors, Content Coordinators, and Trainers; set clear performance expectations and provide ongoing feedback and career development support.
• Oversee the full onboarding experience for new agents, ensuring a structured, immersive program that accelerates time-to-productivity while building brand affinity from day one.
• Foster a culture of continuous learning within the training team, modeling curiosity, innovation, and evidence-based improvement.
• Manage training schedules, resource allocation, and project delivery to ensure programs launch on time and within scope across concurrent brand and channel initiatives.

Qualifications

• Brand & Product Mastery – Ability to internalize multi-brand portfolio positioning and translate complex product benefits into agent-ready language across service and sales contexts.
• Omni-Channel Fluency – Deep understanding of how customer expectations, agent behaviors, and training needs differ across phone, chat, email, and self-serve channels.
• Service-to-Sales Mindset – Skilled at developing training that builds agent confidence in revenue-generating behaviors—upselling, subscription conversion, loyalty retention—without sacrificing service quality.
• CPG & Retail Acumen – Familiarity with CPG business rhythms—product launches, promotional cycles, retailer requirements—and the escalation dynamics of a high-growth omni-channel brand.
• LMS & Digital Learning Expertise – Proven ability to implement and optimize modern LMS platforms and build engaging digital content ecosystems using video, eLearning, microlearning, and simulation tools.
• Data-Driven Decision Making – Uses QA results, performance analytics, LMS data, and VOC insights to continuously refine training programs and demonstrate measurable impact on agent and business outcomes.
• Cross-Functional Collaboration – Adept at building productive working relationships with CX Strategy, Brand, QA, Operations, and Analytics to ensure training is always aligned with business priorities.
• Leadership & Coaching – Strong people leader who develops high-performing training teams through coaching, accountability, and a growth-oriented culture.
• Instructional Design Excellence – Skilled in adult learning principles, curriculum architecture, and content creation using modern authoring tools (e.g., Articulate, Adobe Captivate, Canva).
• Adaptability & Urgency – Thrives in a fast-paced, high-growth environment; can rapidly pivot training resources in response to product issues, campaign launches, or escalation spikes.
• Strategic Communication – Excellent written and verbal communicator; can present training strategies, impact metrics, and recommendations to senior leadership with clarity and conviction.
• Emotional Intelligence & Resilience – Manages competing demands with composure, maintaining a constructive and empowering environment for training staff and learners alike.

Pay

The base salary range is $96,000-$120,000, plus bonus potential.