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Customer Experience Learning

4 months ago

Lakeland, United States Primo Water Corporation Full time

Overview:
At Primo Water Corporation, we believe in creating healthier lives, healthier communities, and a healthier planet-that's the One Primo Way. Our associates have created a rich and proud legacy that goes back well over 100 years. We believe investing in our associates is vital-we are empowering our teams to embrace diversity of thought, solve problems faster, and create innovative solutions that meet our customers' needs now and into the future. We are One Primo Team unified by a common purpose: Inspiring healthier lives through Water Your Way.

**Responsibilities**:
The Learning & Development Manager plays a pivotal role in creating a learning strategy to enhance the skills, knowledge, and performance of our Primo Water associates. The Learning & Development Manager will lead a team of learning & development professionals in designing, delivering, and evaluating comprehensive learning programs for new and existing associates to ensure they are equipped with the necessary knowledge and skills to excel in their roles. This role will collaborate and foster close relationships with Leaders and colleagues to identify needs and drive buy-in and adoption of programs. The Learning & Development Manager position will report directly to the Director, Learning & Development and be required to be onsite at the Customer Experience Center in Lakeland, FL.

**Responsibilities**:

- Develop and implement comprehensive learning and development strategy and programs for new and existing associates, focusing on policies, procedures, technology, customer service techniques, product knowledge, and leadership skills
- Collaborate with department leaders to identify training needs and develop tailored programs to address specific skill gaps, performance issues, or new policies, procedures, and technologies
- Utilize input from leadership and team members to plan, develop, customize, implement, and update appropriate materials, instructional content, and delivery mechanisms to achieve maximum learning and development results depending on the audience and functional group
- Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers
- Utilize various training methods and tools, including classroom training, e-learning modules, workshops, and simulations to deliver engaging and effective learning experiences
- Analyze learning & development program effectiveness and performance metrics to measure impact of learning initiatives and identify areas of improvement
- Lead a team of Learning & Development professionals, providing coaching, feedback, and support to facilitate their successful performance
- Where required, lead or participate in strategic learning or learning operational change initiatives
- In partnership with department leaders, SMEs, IT, and other L&D team members, develops and maintains standards for effective knowledge transfer, sharing, and communication
- Ensures logistics for in-person and virtual learning initiatives, including scheduling, participant communications, and coordination of technology and materials are carried out.
- Creates Customer Experience Center Learning and Development team processes and procedures are documented and up-to-date.
- Stays informed about learning and development, leadership development, and knowledge management industry trends and best practices to identify ideas for continuous improvement.

Qualifications:
**Requirements**:

- Bachelor's degree in human resources, education or a related field required
- Advanced degree or professional learning & development certification (i.e. ATD CPTD) preferred
- Successful people leadership experience
- Experience facilitating Leadership Development in classroom and virtually - DDI Certified preferred
- Proven ability to assess organizational training needs to design and deliver innovative solutions
- Proven expertise in performance support tools, technical documentation, learning curation
- Excellent communication and interpersonal skills with the ability to work across diverse teams
- Detail-oriented with strong organizational and project management skills
- Ability to adapt to changing business needs and technology advancements
- Expertise with Salesforce Service Cloud preferred