Ipsy is hiring a

Customer Care Training & Development Program Manager

San Mateo, United States

ipsy is committed to providing excellent service to our active community. We’re seeking a Customer Care Training & Development Program Manager with a deep passion for enhancing growth and learning to lead the direction and execution of our training programs across a large, distributed team of varying skill levels. The Customer Care Training & Development Program Manager will become an expert on the ipsy experience and ipsyCare team operations to create and deliver effective learning materials. They will also work closely with our Quality Assurance Leads to support the broader team in ongoing training, quality and CSAT initiatives, and one-on-one coaching. Additionally, The Training & Development Program Manager will help drive team culture and engagement through various initiatives related to employee recruitment, recognition, incentives, events.

COVER LETTER REQUIRED – We want to get to know you, so tell us about yourself! We'd like to hear why you're interested in this role and what makes you a good fit for our team. Please also briefly describe (in no more than 100 words) an example of a successful training program you created.

Training & Development Manager Profile:

  • Results-driven: Eager to evaluate and improve processes in order to continually innovate on the training experience for all tiers within ipsyCare.
  • Thorough: Attentive to detail, conscientious, and focused on driving projects to completion.
  • Articulate and Pragmatic: A natural leader and educator with the ability to communicate complex ideas in a streamlined, efficient manner.
  • Analytical and Innovative: Able to gather, synthesize, and analyze information to make recommendations that will improve team performance.
  • Service Oriented: Enjoys helping others and excited to contribute to the customer and employee experience.

Key Responsibilities:

  • Full management of new hire onboarding and ongoing training (including content creation, delivery and iteration) across a distributed team (remote and onsite).
  • Partner with team managers and Director to understand training needs across tiers and help manage outsourced team partnership as needed to maintain alignment.
  • Collaborate with Quality Assurance team to identify opportunities that require additional training and drive down error rate.
  • Develop and maintain all curriculum and reference materials up to date.
  • Oversee and manage documentation, internal training knowledge base, and LMS platform.
  • Manage team training for any new tools or systems that are put into place.
  • Coordinate with leadership to ensure team is up-to-date on new processes, policies, and product launches.
  • Lead and coordinate ongoing workshops and employ teaching methodologies to facilitate learning.
  • Work in tandem with existing Training Specialists to continue iterating and improving on the training process.
  • Lead team culture and engagement initiatives, including creation and ongoing management of incentive programs, ad hoc events and activities, etc. to maintain team “health” and happiness.
  • Contribute to the hiring process for various open roles as needed (e.g., conducting interviews with candidates, crafting and evaluating exercises, etc.).

Qualifications:

  • Bachelor’s degree.
  • 2-4 years of experience in training, preferably in a customer service capacity.
  • Experience with Learning Management Systems (LMS).
  • Excellent verbal and written communication skills.
  • Understanding of metrics and ability to define and track KPIs.
  • Strong leadership skills and ability to take initiative.
  • Ability to work independently and collaboratively on a team.
  • Previous management experience a plus.


About us:

ipsy was founded with one singular mission: to inspire individuals around the world to express their unique beauty. That’s how the ipsy Glam Bag came to life. With five products personalized for you—plus articles, videos, and more on ipsy.com—you’re free to try new things and express who you are. ipsy Shopper takes our mission to the next level by making beauty more accessible, rewarding, and liberating than ever before. And with ipsy Gen Beauty, Open Studios, and all the creator content that we post each day, our intention has remained the same: to give every individual the tools to form their own definition of beauty. With over 3M members and 8K digital content creators in our community, and generating over half a billion monthly content views, we’re just getting started.

ipsy is headquartered in the Bay Area with an office in New York City and a studio production and editing facility in Los Angeles. The company achieved profitability in its first year and raised a series B round of $100M with Sherpa Capital and TPG in 2015. We owe all of our success to our inspiring, energizing employees who make exceptional things happen every single day—fearless thinking, tenacity, and a pioneering spirit push us forward. From marketing and media to engineering and operations, we are united in our goal to democratize beauty, making it accessible and affordable for everyone and fearlessly representing individuality and inclusivity. We dream. We empower. We create. And we have great fun doing it together.

Take a look at careers.ipsy.com for some exciting opportunities to join our team. And check us out at ipsy.com, @ipsyofficial on Snapchat, and @ipsy on Facebook, Instagram, YouTube, and Twitter.

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