Job Description

ABOUT THE ROLE:

The Customer Service Training team at Stitch Fix equips our department to provide the most delightful client experience possible. Our Training Program Supervisor manages a team of Training Specialists and Training Associates committed to designing and delivering learning experiences that serve the global team. 

The Training Program Supervisor will report to the Global Programs Manager and partner in the development of all aspects of the Training program including but not limited to leading your team in learning experience (LX) design sessions, serving in accountable roles for project teams that require floor-wide training, managing your team's bandwidth and prioritization to uplevel the program while responding to high volume hiring needs, and evaluating the effectiveness of training efforts as it relates to our internal and external quality standard.

YOU'RE EXCITED ABOUT THIS ROLE BECAUSE YOU'LL...

• Manage a team of 7-15 Training Specialists and Associates 
• Hire, onboard, and develop Training Specialists and Associates to constantly improve their capabilities in learning experience (LX) (user-centric) design and learner-centred facilitation for a diverse program that targets both technical and soft skills 
• Support the training team in gathering requirements, scoping and delegating work, and managing resources to produce and deliver content that prepares the department to learn new workflows, product, and tools
• Evaluate the effectiveness of training initiatives by analyzing sentiment, behavioral application, and KPI influence throughout the operation
• Develop and facilitate reporting, presentations, and regular communication cadence for Training program performance, and project updates with operations leaders and cross-functional stakeholders
• Partner with our department leaders across multiple geographies to support initiatives that require training, acting as a consultant for learning strategies to improve performance

WE'RE EXCITED ABOUT YOU BECAUSE YOU...

• Demonstrate passion and have deep experience in coaching, developing, and motivating teams to design and deliver user-centric training experiences
• Have experience directly managing a team that autonomously works through daily tasks and content delivery. Experience overseeing Instructional Designers and/or facilitators is preferred
• Have an understanding of customer service; experience in a contact center environment with emphasis in soft skills training is strongly preferred
• Experience or knowledge of adult learning principles and instructional design
• Have the skills and ability to manage time effectively in an unstructured environment
• Have strong public speaking capabilities; you communicate effectively through written, verbal, and visual mediums
• Are available to work CST business hours

ABOUT STITCH FIX At Stitch Fix, we're the first fashion retailer to blend expert styling, proprietary technology and unique product to deliver a refined shopping experience. Using a blend of art and science, we deliver a deeply personalized shopping service to our clients. This novel juxtaposition—at once analytic and artistic, technical and adventurous—attracts an extraordinary collection of talented people who are both thinkers and doers. Our diverse workforce has catalyzed enormous company growth over the past three years in terms of client satisfaction and service efficacy. We'd love for you to help us carry on the trend.

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