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Learning & Development Trainer
Deckers Outdoor Corporation
Broomfield, CO, United States
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Job Duties, Responsibilities and Requirements
The Customer Experience Learning & Development Trainer position will be responsible for supporting the ongoing, long-term improvement of the organizations employee’s skills, enabling them to fulfil their potential within the organization. Increasingly, the Learning and Development Trainer is required to be strategic rather than reactive, assessing the skills and knowledge within the business and determine what development is needed to grow and retain these skills.
Manage the learning of the Customer Experience / Customer Care teams to equip the employees at all levels with the knowledge, practical skills and motivation to take the business to the next level of excellence and enable the employees to fulfil their potential.
• Identify learning and development needs within the organization through job analysis and regular consultation with Customer Experience leadership, Brand VPs and Human Resources department
• Conduct new hire training initiatives and onboarding
• Manage the delivery of learning and development programs and, in a more senior role, devise a training strategy for the organization
• Manage and evaluate the use of online learning platform
• Monitor and review the progress of employees through call monitoring, focus groups and discussions with managers
• Help frontline leaders to solve specific learning gaps, either on a one-to-one basis or in groups
• Keep up-to-date with development in training by reading relevant journals going to meetings and attending relevant courses
Analyze, design, develop and evaluate learning events.
• Design and expand training and development programs based off the needs of the business and the individual
• Work with cross-functional team to produce learning events that are relevant to the organization and focused on increasing the customer experience
• Consider the costs of planned learning events and keep within budgets as assessing the return on investment of any learning or development is important
• Produce training materials for in-house courses
• Revise existing learning programs as needed in order to adapt to changes occurring in the business
• Research new technologies and methodologies in workplace learning and present this research
• Have an understanding of blended learning model and, where relevant, be involved in the creation and/or delivery
• Evaluate learning and development programs
Own and maintain the knowledge base(s) for the Customer Experience teams.
• Partnering with Customer Experience leaders, Brands, and other cross-functional teams to ensure the most up-to-date process and policies are documented
• Continue to look for ways to improve on the current knowledge base and ways to simplify how learners find the information when it is needed
Education & Experience
• Four year college degree or university program certificate; or three years plus related experience and/or training; or equivalent combination of education and experience
Skills/Knowledge/Behavior:
• Interpersonal skills that enable you to work with people at all levels, motivate others, and change people’s attitudes when necessary
• Proven written and verbal communication skills that allow you to inform and advise others clearly
• Problem-Solving and negotiation skills
• Initiative and ability to offer new ideas
• Knowledge of adult learning theories and ISD training model
• Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision
• Ability to build rapport with others and create a team environment
• Proven leadership skills
• Personal commitment to improving your own knowledge and skills
• Experience with all applicable computer software
• Passion for continuous learning
• Must be able to work any assigned shift
• Flexible schedule with the ability to work overtime with little to no notice
*LI-DC