At Sonos we want to create the ultimate listening experience for our customers and know that it starts by listening to each other. As part of the Sonos team, you’ll collaborate with people of all styles, skill sets, and backgrounds to realize our vision while fostering a community where everyone feels included and empowered to do the best work of their lives.Do you enjoy transforming technical information into engaging learning experiences that motivate and inspire? Do you want to enable customer experience agents to perform their jobs effectively and take on new responsibilities to advance their careers? The Customer Experience Training team partners with internal and external stakeholders (including corporate partners) to drive the development of training that enables agents to perform their job responsibilities including support of Sonos products, software, and services through positive customer interactions.This role can be done from homeBuilding the world’s leading sound experience starts with the experience we provide for our people. That’s why we’ve been distributed from the start: initially between offices in Boston & Santa Barbara, and now with additional offices in Seattle, San Francisco & Paris. This role can be done from anywhere in the United States- any of our offices, or remotely from home. It’s about impact, not location.Note: The location of this position is flexible, but the hours need to have significant overlap with the EST time zone. What You’ll Do Responsible for managing the consistent implementation and delivery of training and performance improvements at partner locations. Work to assess and execute strategies relating to trends, opportunities and training needs. Measure and evaluate the effectiveness of training programs delivered by others. Define requirements for becoming a trainer and ensure the partner adheres to them. Work with Instructional Designers to develop a strong train-the-trainer curriculum to prepare our partner trainers well. Support partner trainers and hold them accountable for the quality and delivery of the program by observing them, evaluating their performance, and checking in with them regularly.Manage the delivery of learning and certification programs and adherence to their proficiency guidelines; run tech sessions, administer Level 1 certification, and facilitate learning games for customer service agents. Deliver ad hoc and process improvement training as needed to relevant audiences. Assume responsibility for strict adherence to all compliance and regulatory requirements, policies and procedures.Review all new training materials in partnership with partner location, by geography, to determine if adjustments need to be made to create a localized experience. Identify opportunities and suggests improvements to current delivery methods in order to continually provide just-in-time training that reaches the agent teams consistently.Own and run project related meetings to ensure stakeholder and partner alignment. Analyze program level survey results and QA audit results to recommend program enhancements. Manage the global relationships and work in collaboration with the SMEs, Business Managers, Regional leads and Partner locations to ensure global initiatives are implemented successfully and embedded.What You’ll Need Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. If you don’t have 100% of the skills listed, we strongly encourage you to apply if interested.Basic Qualifications Bachelor’s degree or higher, preferably in Education, Instructional Design, Technology in Education, Technical Writing, or Journalism, or equivalent work experience. Exceptional communication and project management skills. 8+ years experience as a trainer or facilitator. Professional instructional design or learning strategy experience preferred. Ability to take complex technical material and transform it into training for the trainer materials.Experience in facilitation of training Ability to shift focus quickly and adjust project plans and expectations in an environment with frequently shifting priorities. Strong analytical skills: Ability to organize information logically, identify content gaps and clarity issues, and the corresponding questions that need to be asked to obtain the missing information.Strategic and influential with the ability to manage projects across multiple functions.Ability to maintain and build collaborative working relationships with trainers, partner management, SMEs, and other stakeholders. Exceptional technical writing and editing skills. Experience working with multimedia based authoring tools such as Articulate 360 and Captivate.Ability to travel internationally at least once per quarter. Preferred Qualifications Master’s degree in Education, Instructional Design, Technology in Education, Psychology of learning, Technical Writing, or Journalism. Program management experience. Strong understanding of adult learning theory and ability to apply it to the design and development of training materials. Experience using a framework such as Philip’s Method of ROI to measure training effectiveness. #LI-RemoteAt Sonos we consider a wide range of factors when determining compensation, which may lead individual compensation to vary depending on job related qualifications, skills, and experience. All full time employees are eligible for merit increases, discretionary bonuses, and equity. Our job postings may span more than one career level and the base pay range may be modified in the future based on changing market conditions. The starting base pay for this role for all US candidates is between: $128,000 and $142,200Please note that compensation details listed in US job postings reflect the base salary only, and do not include bonus, equity, or benefits.We also offer a comprehensive benefits program with choice and flexibility in mind to help support the health, wealth, and overall well-being of our employees. Regular full time employees in the US are eligible for benefits on day one, including:Medical, Dental, and Vision InsuranceA 401(k) plan with company matching and immediate vestingAn Open Time Off policy (OTO) so you have maximum opportunity to disconnect and recharge, with no tenure-based vacation accruals required80 hours of sick time upon hire, refreshed annuallyUp to 12 paid holidays per calendar year12 weeks of paid Bonding Leave following the birth or adoption of a new child, plus up to an additional 12 weeks of Medical Leave for birthing parents under our Short Term Disability policyCompany-paid Disability, Life, and AD&D InsuranceVoluntary benefits, including Voluntary Life, AD&D, Accident, and Pet Insurance Mental health benefits to support your holistic well-beingA generous employee discount program & Sonos Radio HD - on us!For a holistic overview of our benefits, please visit sonosbenefits.com. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.Your profile will be reviewed and you'll hear from us once we have an update. At Sonos we take the time to hire right and appreciate your patience.Notice to U.S. Job Applicants: Sonos is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.Follow the links to review the EEO is the Law poster and its supplement. Sonos is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations@sonos.com and let us know the nature of your request and your contact information.
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