Manager, Training & Agent Development

Golden Pet Brands • Los Angeles, CA

2h • Hybrid

About The Position

The Manager, Training & Agent Development leads the design, delivery, and continuous improvement of omni-channel training programs for GoldenPet’s customer care and experience organization. This role is accountable for equipping agents not only with the technical and procedural skills needed to operate across phone, chat, email, and self-serve channels, but also with deep brand knowledge, product benefit fluency, and the consultative service techniques that drive customer loyalty and revenue growth. Operating at the intersection of service, sales enablement, and brand, this manager works in close partnership with CX Strategy, Brand Campaign Managers, Workforce Planning, and Quality Assurance to translate brand positioning, product launches, and campaign messaging into effective training plans and performance-ready agents. They understand CPG market dynamics—including retailer-specific requirements, promotional cycles, and the escalation demands of a fast-growing omni-channel retail business—ensuring training programs are always current, contextually relevant, comprehensively executed, and measurably effective. A core pillar of this role is ownership of the Learning Management System (LMS) ecosystem: selecting, implementing, and optimizing a modern digital platform that leverages video, interactive modules, micro-learning, and scenario-based simulations to deliver timely, scalable training across a geographically distributed workforce.

Requirements

• Ability to internalize multi-brand portfolio positioning and translate complex product benefits into agent-ready language across service and sales contexts.
• Deep understanding of how customer expectations, agent behaviors, and training needs differ across phone, chat, email, and self-serve channels.
• Skilled at developing training that builds agent confidence in revenue-generating behaviors—upselling, subscription conversion, loyalty retention—without sacrificing service quality.
• Familiarity with CPG business rhythms—product launches, promotional cycles, retailer requirements—and the escalation dynamics of a high-growth omni-channel brand.
• Proven ability to implement and optimize modern LMS platforms and build engaging digital content ecosystems using video, eLearning, microlearning, and simulation tools.
• Uses QA results, performance analytics, LMS data, and VOC insights to continuously refine training programs and demonstrate measurable impact on agent and business outcomes.
• Adept at building productive working relationships with CX Strategy, Brand, QA, Operations, and Analytics to ensure training is always aligned with business priorities.
• Strong people leader who develops high-performing training teams through coaching, accountability, and a growth-oriented culture.
• Skilled in adult learning principles, curriculum architecture, and content creation using modern authoring tools (e.g., Articulate, Adobe Captivate, Canva).
• Thrives in a fast-paced, high-growth environment; can rapidly pivot training resources in response to product issues, campaign launches, or escalation spikes.
• Excellent written and verbal communicator; can present training strategies, impact metrics, and recommendations to senior leadership with clarity and conviction.
• Manages competing demands with composure, maintaining a constructive and empowering environment for training staff and learners alike.
• Bachelor’s degree preferred; high school diploma / GED required. Equivalent experience in training, instructional design, or L&D leadership considered.
• 3+ years managing training teams in a contact center or customer care environment.
• Demonstrated experience designing and delivering omni-channel training programs (phone, chat, email, digital).
• Hands-on LMS administration and implementation experience.
• Proven track record building brand/product knowledge curricula in a DTC or CPG environment.
• Experience developing service-to-sales training programs with measurable revenue or conversion outcomes.
• Proficiency with content creation tools (e.g., Articulate 360, Adobe Captivate, Canva, or equivalent).
• Experience collaborating with QA and CX/brand teams to close training gaps from quality data.

Nice To Haves

• Bachelor’s or Master’s in Instructional Design, Communications, Education, Business, or related field.
• Experience in a CPG, pet, health & wellness, or DTC subscription brand environment.
• Background supporting omni-channel retail growth (e.g., Walmart, Amazon, or comparable national retailer).
• Salesforce Service Cloud experience; familiarity with Five9 or comparable CCaaS platform.
• Experience developing escalation training frameworks for product safety, regulatory, or brand-risk scenarios.
• ATD, SHRM-CP, or instructional design certification (e.g., CPTD, CPLP).
• Experience implementing or managing platforms such as Docebo, Cornerstone, Litmos, Lessonly, or comparable LMS.
• Familiarity with VOC programs and translating customer feedback into training applications.
• CCSP, CCSM. ATD, SHRM-CP, CPTD, or CPLP certification (or equivalent).

Responsibilities

• Design and deliver comprehensive onboarding and continuous-learning curricula across all customer care channels (phone, chat, email, self-serve/digital), ensuring agents can perform with consistency and confidence regardless of channel.
• Partner with CX Strategy to embed customer experience principles—empathy mapping, journey-based service design, and VOC insights—into every training module.
• Develop and maintain channel-specific playbooks that guide agents through brand-authentic interactions, de-escalation techniques, and high-conversion service-to-sales moments.
• Collaborate with Brand Campaign Managers to ensure agents receive timely, accurate pre-launch training on new products, promotions, seasonal campaigns, and retail partnerships before go-live.
• Build deep product knowledge training programs that give agents mastery of GoldenPet’s brand portfolio—ingredients, formulations, health benefits, and brand differentiation—enabling them to confidently answer questions and recommend products in a consultative, trust-building manner.
• Develop service-to-sales training tracks that equip agents with upsell, cross-sell, and subscription conversion techniques that feel natural and brand-aligned, not transactional.
• Create and maintain a living product knowledge library, updated in sync with new launches, reformulations, retailer assortment changes, and seasonal offerings across DTC and retail channels.
• Train agents on CPG-specific customer dynamics including subscription lifecycle management, loyalty retention conversations, and competitive differentiation for pet nutrition.
• Build and maintain escalation training frameworks that prepare agents and supervisors to handle high-sensitivity situations—product safety concerns, quality complaints, regulatory inquiries, and high-value customer retention—with accuracy, speed, and brand consistency.
• Develop retail-specific training tracks that address the unique requirements of the growing omni-channel retail business, including retailer-facing customer inquiries, fulfillment issue handling, and channel-appropriate messaging for Walmart and other retail partners.
• Partner with QA and CX leadership to monitor real-time escalation patterns and rapidly deploy targeted refresher training or response playbooks in response to emerging product, brand, or service issues.
• Ensure agents are trained on CPG regulatory awareness including label claim standards, return/refund policy nuances, and brand-protection protocols.
• Maintain a structured feedback loop with QA to translate scorecard findings, call evaluations, and chat audits into targeted training interventions.
• Define and track training effectiveness KPIs including post-training quality score lift, first contact resolution improvement, CSAT/NPS correlation, sales conversion rate, and time-to-proficiency for new hires.
• Develop and maintain a Training Impact Dashboard in partnership with Analytics/BI to give leadership real-time visibility into agent readiness and program ROI.
• Conduct regular training needs assessments using QA data, VOC feedback, performance analytics, and operational inputs to proactively identify skill gaps before they surface in customer experience metrics.
• Own the full lifecycle of the Learning Management System: platform evaluation/selection, implementation, content architecture, user administration, and ongoing optimization.
• Architect a digital-first content library leveraging video-based learning, interactive eLearning modules, scenario simulations, microlearning bursts, and gamification to maximize engagement and knowledge retention across a distributed workforce.
• Establish and manage content governance standards—version control, content expiration, refresh cadence—to ensure all LMS materials are accurate, current, and brand-compliant.
• Leverage LMS analytics (completion rates, assessment scores, engagement data) to identify underperforming content and drive iterative improvements.
• Champion adoption of the LMS platform across the organization, training team leads and supervisors to use the system for assignment, tracking, and coaching.
• Lead, coach, and develop a team of Training Supervisors, Content Coordinators, and Trainers; set clear performance expectations and provide ongoing feedback and career development support.
• Oversee the full onboarding experience for new agents, ensuring a structured, immersive program that accelerates time-to-productivity while building brand affinity from day one.
• Foster a culture of continuous learning within the training team, modeling curiosity, innovation, and evidence-based improvement.
• Manage training schedules, resource allocation, and project delivery to ensure programs launch on time and within scope across concurrent brand and channel initiatives.

Benefits

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock.
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
• Potential for quarterly KPI bonuses.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED