Columbia Sportswear Jobs

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Columbia Sportswear Company Senior Manager, Training and Quality in Portland, Oregon

Senior Manager, Training and Quality

Full time Portland, OR US May 13 2022

OUTGROWN YOUR OWN BACKYARD? COME PLAY IN OURS.

At Columbia, we’re as passionate about the outdoors as you are. And while our gear is available worldwide, we’re proud to be based in the Pacific Northwest, where natural wonders are our playground.

Every product we make and every task we undertake is inspired by the famous words of our founder Gert Boyle: “It’s perfect. Now make it better.” As pioneers of relentless improvement, we are constantly evolving.

We believe the outdoors is ours to protect and strive to keep our planet healthy. We believe in empowering people to experience the outdoors to the fullest.

And we believe in you.

ABOUT THE POSITION

Columbia Sportswear Company’s Customer Care department works tirelessly to ensure that we can connect people with their passions while providing a truly delightfully service experience. Our teams ensure the success of the company and our consumers by developing and retaining talent, building mechanisms to ensure the quality of the consumer and employee experience, and delivering mechanisms to enable ongoing development which leads to career development opportunities.

The Senior Manager of Training and Quality is a key member of the Customer Care leadership team. Within this role you will be responsible for providing leadership and strategy to support our organizational initiatives to drive consumer delight through all consumer interactions, develop and retain talent through new hire and ongoing learning development, strengthen leadership capabilities, and provide thought leadership as we design our Contact Center strategy for the remainder of the decade.

This dynamic and innovative position delivers direction for program design, implementation, and learning solution content to meet the needs of internal, remote, and outsource partners. You will be called upon to provide the vision, direction, and strategy needed to shape a high touch service program that delivers delight to our consumers. Your work will include integrating critical programs centered on onboarding, service quality, ongoing and recursive training, knowledge management, and career progression and development.

HOW YOU’LL MAKE A DIFFERENCE

  • Provide vision, direction, and execution of the training and quality strategy for developing new and current employees within Customer Care and our outsource partners. Ensure team efforts are effective at creating intended results, and that program delivery methods are scaled to a global audience which includes full-time, part-time, and seasonal employees.

  • Partner with members of Customer Care leadership, business process outsourcers, vendors, and HR and technology to deliver the right programs to the right employees

  • Recruit, Coach, champion, inspire, and develop a high performing team ensuring that team members are resourced to do their best work. Lead the team to think and act in new ways in response to changing business conditions, changing customer needs, and changing technology

  • Further diversity, equity, and inclusion as you partner with various parts of the organization to drive operational excellence

  • Develop, drive, and scale a world class Quality Assurance program that ensures that we are driving a delight through all channels, all agents, and all locations

  • Ownership of knowledge management program to ensure that consumers and agents are able to effectively self-serve the information they need to answer questions they may have.

  • Use qualitative and quantitative data from knowledge management, QA records, consumer surveys, and contact drivers to assess and drive training to improve consumer satisfaction or to improve the agent experience.

YOU ARE

  • A subject matter expert in adult learning principles and curriculum development

  • Passionate about training delivery and want to share and instill that same passion within your team

  • A stakeholder partner and guide, geared toward the establishment of a high-performance culture

  • Adept at collaborating and communicating across organizations to enlist support in the creation of training, quality, and performance management best practices

  • A natural relationship builder

  • A seasoned project and program facilitator

YOU HAVE

  • Bachelor’s degree in Education, Communication, Organizational Development or related field, or applicable experience

  • 5+ years of relevant Learning & Development, Customer Care, Education, or related experience

  • 5+ years formal management experience preferably in training, quality, or leadership or professional development

  • Demonstrated understanding of adult learning principles, remote/in-person/hybrid training delivery and design, instructional design, employee engagement, and performance management

  • Proven project management and execution skills

  • Contact center, retail, or corporate training experience a plus

To learn more about our hiring process during COVID-19, click here .

#LI-HS1

Columbia Sportswear Company and our portfolio of brands, including Columbia, SOREL, Mountain Hardwear and prAna, know a thing or two about adventures. After all, we've been on one since 1938, working to perfect the art of enjoying the outdoors. Behind everything we make is an employee who's found that the greatest adventure starts with joining a company that strives to do the right thing.

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position’s scope and function in the company.

At Columbia Sportswear Company (CSC), we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. CSC believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. All employment is decided on the basis of qualifications, merit, and business need.

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