Manager of Content and Delivery

Profile

The Role:

The Manager of Content and Delivery is responsible for the creation, review and execution of all training within the Customer Service department. This experienced training professional will lead the training team to ensure successful facilitation of new hire and ongoing training. The Manager will also collaborate with the Customer Service leadership team to identify and create additional training to support departmental goals. The role requires the person to have exceptional communication skills, as well as the ability to create engaging content that utilizes a variety of delivery styles.

What you'll accomplish:

A full and regular review of existing training materials, identifying areas that need to be updated or recreated ensuring that delivery includes multiple styles and methods

Creation of additional in role training materials

Creation of course level proficiency standards

Leadership responsibility for training team, including professional development and facilitation coaching.

Creation and maintenance of a continuing education calendar that will be shared with team supervisors and delivered in the weekly team huddles, supporting delivery where appropriate

Collaboration with the Zen desk admin team to ensure that current content is accurately represented in knowledge-based articles

THE RIGHT FIT:

You have…

Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc)

Minimum 2-3 years in a trainer role supporting a call center with experience facilitating live as well as virtually

Demonstrated ability to create educational content

Two years of management or leadership experience in a call center role

Bachelor’s Degree

Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills

Knowledge of management principles and familiarity with company products, services, and policies

Strong coaching and leadership skills, ability to motivate employees

Decisiveness and attention to detail

Proficiency with necessary technology, including computers, software applications, phone systems, etc.

An innovative, positive, and self-directed attitude

Bonus points for…

If

you've got everything going on above, you're already a strong fit. If you have the following too? You earn some extra credit from us.

Prior experience in e-commerce or retail customer call center

Ability to work in a fast-paced environment and adapt to changing priorities

Ability to work independently as well as contribute to a team; be flexible, self-motivated and proactive

Important COVID-19 Guidance (for candidates applying to roles in our MA, NY and CA offices): Per Rue Gilt Groupe’s policy, all associates who will work at our MA, NY or CA offices must be fully-vaccinated and proof of vaccination will be required.

ABOUT US:

Rue Gilt Groupe is a leading off-price e-commerce portfolio company, connecting the next-generation shopper to world-class brands. We’ve defined the online treasure hunt through our daily sale events allowing a large, loyal member base to discover over 5,000 premium and luxury brands at prices up to 70% off full-price retail.

Rue Gilt Groupe operates three complementary sites – Rue La La, Gilt, and Shop Premium Outlets.

Our vision at RGG is to spark delight through daily discovery – we make shopping an occasion to celebrate. At the forefront of fashion and technology, we’re also in the business of sparking delight for our Associates. We inspire each other, our Members, and ourselves to push past the expected – every day. Our culture is rooted in our values and together we work to demonstrate being Kind, Passionate, Collaborative, Innovative, Tenacious and Empowered

This Company is an equal opportunity employer, and selects individuals best matched for the job based upon job-related qualifications regardless of race, religion, color, creed, sex, sexual orientation, age, ancestry, national origin, gender identity, genetic information, disability, pregnancy, veteran or military status or any other

Company info

GILT GROUPE, INC.
Website : http://www.gilt.com/