Job Title

Position Overview

As the Residential Customer Care Training Manager, you will lead and support the overall training strategy for Residential Customer Care and works to support the high-performance organization philosophy by use of the competency model, PX, initiatives, goals & metrics, structures and people systems. To serve as a consultant to all groups within Customer Care.

Responsibilities:

• Works closely with Leadership to identify and develop a strategy for Training & Development that is consistent with the overall objectives of the departments, division, and company.
• Work alongside HR Management on talent management, performance management, and succession planning initiatives.
• Communicate and collaborate with the Learning & Organizational Development group, Talent Enablement and Corporate HR. To serve as a bridge between Customer Care and these groups.
• Collaborate with training leaders from other groups/divisions (including Residential Sales and Marketing) to cultivate an environment for continuous improvement, innovation, collaboration and successful results.
• Coach and develop training professionals at both the management and support level within the division.
• Serve as divisional expert on team, leadership and organizational development by providing expert consulting, coaching, and instruction for all leaders.
• Apply organizational development & I/O Psychology principles, methods and tools to provide a broad range of customized business solutions designed to support the business, enhance organizational effectiveness, and strengthen stakeholder engagement.
• In collaboration with the leadership team, design and foster an energetic and exciting learning environment across the division while ensuring improvement of knowledge, skills, and behaviors needed to drive business results.
• Analyze training needs to develop new training programs or modify and improve existing programs, while applying principles of learning and individual differences.
• Serve as business consultant to develop individualized development programs to drive results.
• Champion the use of new technologies, systems, and processes which positively impact divisional and organizational metrics.
• Seek out and implement training tools and technology for remote environment supporting over 200 remote associates in over 13 states.
• Partner with Quality and Technology teams on strategic initiatives for Customer Care.
• Lead and implement training plan for new initiatives and systems for Customer Care.
• Lead and/or participate in initiatives that assist the division and the company involving change management or other change initiatives
• Stay abreast of current trends in the fields of organizational development & effectiveness, training & development, and talent management, sharing learning and best practices with Divisional Leadership.

Requirements:

• Four-year college degree required OR 5 year's experience in Training, HR, or Support organization.
• Strong computer literacy required, especially with Microsoft Suite
• Occasional travel is required, local and domestically Shaw

Preferred Skills & Experiences:

• Experience working in customer care
• Experience leading a training, learning, enablement, or organizational development function.
• Experience creating or overseeing communications and learning content for large employee populations.
• Experience using learning technologies and content creation tools such as PowerPoint, Canva, Camtasia, SharePoint, Learning Management Systems (LMS), or similar platforms.
• Experience supporting geographically dispersed, hybrid, or remote employee populations.
• Experience facilitating change management, systems implementation, or process improvement initiatives.

Key Competencies:

• Create Strategic Plan
• Demonstrate Strategic Influence
• Demonstrate Customer Orientation
• Drive Innovation
• Lead Change
• Coach & Support

Shaw benefits include: 

• Medical, dental, and vision insurance 
• Life insurance and disability coverage 
• Tuition reimbursement 
• Employee assistance program 
• Health savings account 
• Paid Time Off 
• Parental Leave 
• 401K and Retirement Plans 
• Product discounts for employees 
• Adoption assistance 
• Shaw Family Health Center (Dalton, GA, and Cartersville, GA, locations) 

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