CX Learning & Development Program Lead

About SimpliSafe

At SimpliSafe, we're all about making sure everyone feels safe and secure in their own homes. As a leader in the home security world, we put our hearts and souls into innovation and always keep our customers at the forefront of everything we do. When you join our team, you'll be a key player in bringing peace of mind to our customers. We believe in the power of teamwork and are always looking for ways to help our people grow and develop. Our inclusive culture means that everyone's voice is valued, and we work hard to create a supportive environment where everyone feels comfortable sharing their ideas. We also get that work-life balance is important, so we offer flexible remote work options. If you're looking to make a meaningful impact in a company that cares, SimpliSafe is the place for you.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we relentlessly pursue our goal of ensuring everyone feels safe in their own home.

As the CX Learning & Development Program Lead, you will play a vital role in empowering our support agents with the knowledge, skills, and resources necessary for delivering exceptional customer service. You’ll lead our enablement team in coordinating content creation, curriculum development, and training delivery, enhancing our agents' ability to meet and exceed customer expectations. Additionally, you will collaborate across departments to align training initiatives with company goals and measure success through key performance metrics.

Here’s What You’ll Do:

• Conduct Needs Assessments: Analyze training needs and identify skills gaps to align initiatives with organizational strategy, ensuring relevance and impact on customer support.
• Define Learning Objectives: Create clear, measurable learning objectives that support organizational goals, driving effective and purposeful training.
• Oversee Curriculum Development: Lead the development of structured training curricula, collaborating with enablement specialists to produce engaging and effective content and training materials.
• Coordinate Training Rollouts: Manage logistics and timelines for training initiatives, including scheduling, resource allocation, and communication, to ensure a seamless experience for participants.
• Facilitate Training Delivery: Utilize diverse delivery methods to actively engage participants, fostering an interactive and supportive learning environment.
• Design Assessments and Evaluations: Develop assessments to gauge participant understanding and training effectiveness, leveraging feedback for ongoing improvement.
• Foster Continuous Improvement: Collect and analyze post-training feedback to identify enhancement opportunities, ensuring ongoing relevance and effectiveness of training programs.

What We’re Looking For Experience:

• 5+ years in learning and development, training, or a related field, with a proven ability to implement effective training programs and lead teams.
• Content Coordination Expertise: Strong experience in curriculum development and content creation, with a solid understanding of instructional design principles.
• Project Management Skills: Excellent organizational skills to manage multiple projects simultaneously, ensuring timely delivery of training initiatives.
• People Skills: Strong interpersonal and communication skills, with the ability to engage and motivate learners and team members.
• Inclusivity and Team Spirit: A commitment to fostering an inclusive environment, respecting differences, and encouraging collaboration among team members.

Preferred Qualifications:

• Experience in a technology-driven industry, particularly in consumer electronics or home security.
• Familiarity with learning management systems (LMS) and e-learning tools.

What We Offer:

• Flexible Hybrid Schedule: Work options to accommodate your lifestyle.
• Paid Time Off: Enjoy paid holidays and additional floating holidays.
• Health Benefits: Comprehensive medical and dental coverage for you and your family.
• Career Development: Ongoing training and growth opportunities to advance your career.

What Values You’ll Share:

• Customer Obsessed: Build deep empathy for customers and develop long-term relationships.
• Aim High: Challenge yourself and others to continuously improve.
• No Ego: Embrace a "no job too small" attitude, with an open and inclusive approach.
• One Team: Collaborate effectively to achieve success.
• Lift As We Climb: Invest in the development of others and support their success.
• Lean & Nimble: Work efficiently and adaptively in a dynamic environment.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We are committed to supporting qualified individuals in hiring and employment. If you need accommodations during the application or interview process, please contact [email protected]. If you’re ready to take on this exciting role and help shape the future of learning and development at SimpliSafe, we’d love to hear from you!