Manager, Guest Care Training & QA

Job description

Manager, Guest Care Training & QA Job Purpose: Responsible for the management of course certifications and knowledge content both internal and external, training delivery processes, QA process, management of the tools and resources to deliver the content and the ongoing performance of the training team and individual career development. This role will be located in the Saint Louis, MO Support Center with an opportunity to work via a hybrid model. Duties & Responsibilities: The primary responsibilities of this job include, but are not limited to: - Responsible for selecting, training, developing, and managing performance of direct reports and providing objective coaching and career advice in bi-weekly 1:1’s - Manage onboarding process and schedules for Guest Care new hires and oversight for BPO new hire training - Create and deliver training for Guest Care new hires - Partner with L&D to assure we are providing content that is consistent and branded to Panera standards - Manage the instructional design tools, content, and timelines for new hire material and QA - Work with BPO, Guest Care management and level 2 to identify training and development needs - Continually evaluate trainin...