Manager, Training

3 months ago


Toronto, Canada Toronto Blue Jays Full time

**Interested in joining the Toronto Blue Jays Team? Here's your opportunity**
- The Toronto Blue Jays are seeking a Training and Engagement Manager to join our team._
- Reporting to the Director, Ballpark Experience & Operations, you will _lead the oversight of the Club’s service program designed to drive excellence across fan facing touchpoint. This includes:_
- _Design, development and implementation of unique, fun, and interactive service-based training_ for all staff. This includes conducting a needs assessment and measurement of current training programs._
- _Management of the Part Time Staff Committee intended to drive a consistent and positive staff experience across functional part time staff teams._
- _Identification and analysis of trends, feedback, and fan data to identify insights and opportunities to improve the fan and staff experience. Work collaboratively with all part-time staff leaders to inform and help to execute change._

**Responsibilities**

Service Training
- Design, develop, implement, and maintain an overall training plan and materials, including online and in person content, instructor guides, job aids, assessments, support tools and communication materials to deliver service excellence for all part time staff.
- Collaborate with internal and external partners on their training content and training plans (e.g. department role specific training, Spring Training/Florida, Legends, Lions Club, and other third-party groups).
- Work directly with our concessions partner Legends to seamlessly merge WE CARE service values into the concessions service plan.
- Manage the Learning Platform (Docebo).

Part Time Staff Committee
- Lead a working group made up of Part Time Staff people leaders with the goal of driving consistency and an exceptional experience related to the game day staff lifecycle.
- Recruiting
- Pay Scales
- Training
- Reward and Recognition
- Service Measurement
- Evaluation
- Collaborate with internal stakeholders to project manage all part time staff related projects.
- Manage updates to, and feedback from, the senior leaders on a regular basis (schedule, prepare agendas and presentation material, summarize takeaways).
- Oversee the annual budget and expenses.

Service Excellence Program
- Working with internal stakeholders, facilitate improved service delivery across the organization utilizing our service principles and desired behaviors and standards.
- Partner with the Strategy and Analytics team to monitor service insights related to Fan Experience via fan surveys and other metrics to form insights and observations and identify opportunities to alleviate pain points in the fan experience to improve satisfaction and service results.
- Work with Fan Experience, Back of House facilities on committees to improve the overall fan experience.

**Qualifications**
- 3-5 years+ in a service or hospitality industry with a focus on service excellence management.
- Experience in design and facilitating of service training including an in-depth knowledge of program development - needs analysis, design, validation, development, implementation, and evaluation.
- Experience using Adobe Articulate an asset.
- Leadership and collaboration skills with the ability to navigate diverse needs of various stakeholder groups.
- Willingness to work non-traditional hours (81 home games + concerts and events), including evenings, weekends, and holidays.
- Ability to transform operational requirements into innovative solutions.
- Strong relationship building and interpersonal skills.
- Organized with ability to multi-task as required and meet deadlines in a fast-paced environment ensuring successful and accurate deliverables are met.
- Results oriented with a proven ability to meet both short-term and long-term business objectives.
- High energy and resilience, strong work ethic, positive attitude.
- Collaborate effectively and proactively with internal stakeholders.
- Legally able to work in Canada.

**What We Offer**
- Commitment to our team - we want you to succeed
- Ongoing, hands-on training to help you enhance your skills.
- Excellent employee discount to use towards Blue Jays gear.
- A unique employment experience working for the only MLB team in Canada.


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