Manager, Guest Care Training & QA

Panera Bread•Saint Louis, LA

4d•$64,638 - $77,565•Hybrid

About The Position

Manager, Guest Care Training & QA Job Purpose Responsible for the management of course certifications and knowledge content both internal and external, training delivery processes, QA process, management of the tools and resources to deliver the content and the ongoing performance of the training team and individual career development. This role will be located in the Saint Louis, MO Support Center with an opportunity to work via a hybrid model. Saint Louis Support Center With more than 2,000 Panera LLC and independent franchise bakery-cafes in the Panera Bread® family, and more locations opening all the time, it’s no wonder our company has been an excellent source of career and personal growth opportunities for more than 25 years. In neighborhoods across the U.S. and Canada, customers enjoy flavorful, handcrafted meals centered around freshly baked artisan bread. To us, that means serving food like we serve our own families – free of any of the items on our ‘No No’ List. Along the way, we also like to give back to our community. We enjoy working together, shoulder to shoulder with our customers, to confront a serious problem plaguing communities across this country – Hunger. Through our Panera Cares community cafes, we offer a dignified dining experience in an uplifting environment. In addition, we support our communities through day-end donations at our bakery-cafe locations and partner with local non-profit organizations. It’s this warmth that you’ll find when you join Panera Bread. From our competitive compensation and benefits packages to our unique cultural values, we’re confident you’ll find us a rewarding and fun place to work.

Requirements

5+ years training experience
Excellent written and oral communication skills
Excellent communication/interpersonal skills and the ability to initiate and maintain cross-team relationships
Strong customer service skills and professionalism
Excellent time management and organizational skills
Proficient with Microsoft Office

Nice To Haves

Experience in writing curriculum a plus

Responsibilities

Responsible for selecting, training, developing, and managing performance of direct reports and providing objective coaching and career advice in bi-weekly 1:1’s
Manage onboarding process and schedules for Guest Care new hires and oversight for BPO new hire training
Create and deliver training for Guest Care new hires
Partner with L&D to assure we are providing content that is consistent and branded to Panera standards
Manage the instructional design tools, content, and timelines for new hire material and QA
Work with BPO, Guest Care management and level 2 to identify training and development needs
Continually evaluate training to ensure technology updates, new rollouts and training methods are current and delivered on time
Manage the monthly training meetings and provide training solutions for areas of improvement
Manage internal and external knowledge bases, the review process and new knowledge creation
Work with Guest Care management to improve scorecard and QA processes
Manage and support internal communications such as the internal newsletter, and Teams group chat