Manager, Training

3 weeks ago

Burnaby, Canada Cymax Group Technologies Full time

**Who We Are**

Our mission at Cymax Group is to break down all barriers to make multi-channel commerce easy. As the **Manager, Training & Development,** you play a key role in championing the customers’ experience, by holding the team accountable for upholding best practices and procedures in their day-to-day work and ensure we are building an effective training & development framework and implementing the ideal solutions at the right time.

**The Team**

Built on the foundation of service, the Operations team strives to provide our customers with impeccable service through all channels. By working with carriers, manufacturers, marketplaces, and all teams within Operations, this team ensures a smooth experience from order to delivery and is one of the most collaborative groups at Cymax. This is a young team, and you will have the opportunity to help develop the framework and make a significant impact

**What You’ll Do**

**Leadership**
- Oversee resources, staffing, budgets well as the enhancement & maintenance of a best-in-class team.
- Responsible for the management and execution of project plans & delivery commitments.
- Mentor team members including regular performance reviews and on time feedback.
- Work alongside Senior Leadership with creating team growth plans, strategies, and roadmaps.

**Role Focus**
- Ensure all team members are adhering to our policies & procedures and providing the level of service we expect.
- Create and maintain Training Modules for all aspects of the Operational teams to ensure successful onboarding and ongoing staff education.
- Develop and maintain framework and standardization of Training & Development framework, processes, and materials.
- Own / support creation and maintenance of Learning Management System (LMS)
- Provide team members with coaching based on completed QA audits and feedback.
- Ensure adequate Order Support is in place for team members.
- Maintain files and records.
- Maintain all documentation to ensure results are fair and standardized across all areas and roles.
- Works with Associate Manager, Customer Service Training & Development and Quality Assurance & Training Department members to develop training modules on Confluence.
- Ensure departmental guidelines are followed to support all internal procedures.
- Track the quality control process to promote compliance, process enhancement, and efficiency.
- Makes leadership aware of any potential derogatory issues identified during the quality process and works in collaboration with the team to resolve identified issues.
- Manage the communication of new policies and processes, ensuring documentation of processes and policies is kept up-to-date and in compliance with current specifications.
- Handle any reports or information requested by management.

Responsibilities described may change over time and additional responsibilities may be added or modified over the course of employment to meet the needs of the business.

***Who You Are**
- 2+ years' experience managing a training & quality assurance team.
- Able to problem-solve and make informed decisions.
- Proven results building out new training & development programs from A to Z
- Experience working within LMS & QMS set-up and maintenance
- Knowledge of training needs analysis, transfer of training evaluation & adult learning
- Experience working with the following tools preferred: Confluence/JIRA, SharePoint
- Experience in creating documentation for audiences with various levels of technical skill.
- Excellent time-management and organizational skills.
- Ability to function in a high-paced environment with multiple stakeholders
- Ability to manage priorities simultaneously and meet time-sensitive deadlines
- The skills to collaborate strategically with cross-functional partners in the pursuit of shared business outcomes
- Strong interpersonal skills to effectively interact with all teams and levels
- Strong relationship building skills for persuasion and negotiation
- Excellent problem solving and time management skills

**What's in it for You**
- Collaborative and vibrant team environment
- Joining a fast-growing company with opportunity for career and professional development
- Flexible, hybrid/remote-first work arrangements
- Comprehensive Health & Dental program with 100% company paid premiums, plus annual wellness/health spending account

**Why work here**

The Cymax Group of brands build tech that runs business. Founded in 2004, our vision was simple: design an exceptional eCommerce experience. That idea evolved into a platform that includes online marketplaces Cymax Business and HomeSquare; Freight Club, a logistics solution; and digital supply chain tech enabling manufacturers with multichannel control: Channel Gate.

Our company headquarters are located on the ancestral and traditional unceded territories of the Musqueam, Squamish, and Tsleil-Waututh peoples, and of the hən̓qəmin̓əm̓ and Sḵwx̱wú7mesh speaking peoples.

At Cyma

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