Director, Learning & Development - Customer Service

CC - CUSTOMER CARE

JOB TITLE: Director, L&D   

Reports to: Vice President of Customer Service 

Company Overview (Who are we? Why should you join us?) 

At ecoATM the proof of our success is in our staggering growth, extraordinary impact on protecting the planet, and providing a work culture unlike any other. We are a technology company and a pioneer of device re-commerce. Through our 5500+ automated kiosks and online marketplace Gazelle.com, we enable people all over the world to join the mobile device re-use revolution, a revolution that will get billions of used smartphones out of the e-waste cycle and into the hands of people who don’t have affordable access to the empowerment of the latest mobile technology.  

At ecoATM we know our employees are our greatest strength and the key to our continued growth and success. When you join our team, you will enjoy more than just a job, you will be empowered to develop and utilize your unique talents and skills to build a rewarding career while making a lasting, positive impact on the planet.  

Our Values and Leadership Behaviors 

The Director, Learning & Development will spearhead the design and implementation of learning and development initiatives tailored to enhance the skills and capabilities of our customer service agents at ecoATM Gazelle. The ideal candidate will be adept at identifying training needs, crafting engaging learning experiences, and fostering a culture of continuous improvement within the organization. 

Position Details (What will you be doing?) 

• Design and implement effective learning and development programs that elevate the customer service skills of ecoATM Gazelle agents. 
• Manage the entire lifecycle of learning and development initiatives, including planning, development, execution, monitoring, and evaluation.  

• Monitor the success of learning programs and continuously improve based on feedback and evaluation. 

• Conduct thorough needs-analysis to identify areas for improvement and customize training programs accordingly.  

• Create and implement a program to identify and rectify gaps in the Knowledge Base for internal and external team members. 

• Cultivate positive relationships with key stakeholders, from leadership, frontline staff, external experts/vendors to build a foundation for learning and development, and continuously infusing fresh perspectives into learning initiatives. 
• Lead the creation of engaging workshops, seminars, and training modules to drive impactful learning experiences. 
• Develop and execute a comprehensive learning and development strategy aligned with the organizational goals and values. 
• Mentor and empower the broader CS team to foster engagement, innovation, collaboration, and exceptional service delivery. 
• Propose and incorporate cutting-edge technology into learning initiatives to enhance effectiveness and engagement. 

• Utilize metrics to measure the impact of learning programs on performance, retention strategies, and overall success. 
• Collaborate with cross-functional teams to shape workforce strategies and budget-aligned plans. 
• Perform other duties as assigned. 

Education & Experience (What education and experience will you need to be successful?) 

• Bachelor's degree in Business, Education, or a related field. 
• 8+ years of experience in Learning and Development or Training creation, preferably in a similar industry. 

Knowledge, Skills & Abilities (What knowledge, skills and abilities will you need to be successful?) 

• Ability to thrive in a fast-paced, ambiguous environment and drive towards clarity and solutions. 
• Strong analytical and problem-solving skills with a forward-thinking approach. 
• Demonstrated ability to collaborate effectively with diverse stakeholders and drive innovative solutions. 
• Excellent communication and influencing skills, with the ability to convey technical concepts in simple terms. 
• Proven track record of driving operational impact and delivering results. 
• Exceptional relationship-building skills and the ability to navigate competing priorities. 
• Experience with budgeting, cost projections, and establishing KPIs. 
• Self-motivated with a passion for continuous improvement and promoting a culture of change. 

Business Travel (How much will you travel?) 

• < 10%  - some international travel may be required.

Location (Where will you be working?) 

• Your home base will be remote in the United States

Pay Range (How much might you earn in your base salary?)