Senior Trainer

At Chewy, it is our mission to become the most trusted and convenient online destination for pet parents and our partners – vets and service providers – alike. Our success is measured by the happiness of the people and pets we serve, not simply by the amount of pet supplies we deliver. That’s why we continue to think of outside-the-Chewy-box ways to delight, surprise, and thank our loyal pet lovers!

Our Opportunity:

Chewy is looking for a Senior Trainer to join our Customer Service Team (Corporate) based in Plantation, FL! The position will serve as the leader of Leadership Development training experience and continuing education. The Senior Trainer is responsible for elevating the learning experience while transferring knowledge on policy, procedures and culture. Our Senior Trainer ensures a consistent and meaningful learning experience and development that impacts the performance of our Exempt associates in Chewy Customer Service (and Corporate Team Members).

What you'll do:

• Delivers consistent and effective content-based training to Leadership Teams by using blended learning methods
  • Deliver structured training programs tailored to both corporate Team Members and customer service leadership development, applying blended learning methods including instructor led training, virtual instructor led training, workshops, e-learning, and hands-on sessions.
• Acts as a champion for leadership development by facilitating soft-skills based training that focuses on operating principles to Leads and Managers
  • Conduct advanced soft-skills training focused on operating principles, critical thinking, and effective management practices for senior leaders, managers, team leads, and Team Members.
• Partners with the cross functional teams as a subject matter expert to create and update training courses focused on the needs of the learner
• Drives engagement through facilitation and collaboration while modeling the culture and a customer focused approach
• Transferring information in a way that’s engaging and easy to understand
• Assessing and addressing gaps in the learning experience to advance the business
• Act as mentor to New Hire trainers sharing business insight and best practices
• Coaching trainees in real time in a direct, positive manner and providing corrective action when necessary
• Uses data to guide decision making strategies on learner’s performance, training initiatives and long-term business objectives
  • Analyze training effectiveness and impact on business performance using data analytics tools; provide insights and recommendations based on data.
• Drives performance through accountability of KPI improvement and learner’s ability to apply concepts
• Facilitate training and communication strategies that support organizational change and transformation initiatives across both corporate and customer service areas.
• Regularly evaluate training materials and methods for relevance and effectiveness.
• Promote and instill the company’s values and culture through training programs, ensuring that all employees embody Chewy’s ethos.

What you'll need:

• High School Degree
• Three (3) + years of experience in training programs and educational programs
• Minimum if two (2) years of experience in leading teams
• Strong experience in facilitation with knowledge of adult learning theory
• Able to lead and develop new hire trainees through the onboarding experience
• Have interpersonal skills to deal effectively with all business contacts
• Professional appearance and demeanor
• Demonstrated ability to translate business needs into action and drive successful outcomes
• Well-versed in training, facilitation deliverables
• Strong experience in all Microsoft office products and training technology platforms
• Ability to be flexible to business needs and adjust/compromise plans as needed
• Travel may be required

Bonus:

• Bachelor's degree preferred
• Previous experience in customer service and/or other high-volume service-oriented industry