Posted:
11/26/2024, 1:14:28 PM
Location(s):
Oregon, United States ⋅ Portland, Oregon, United States
Experience Level(s):
Senior
Field(s):
Customer Success & Support
Workplace Type:
On-site
ABOUT THE POSITION
The Customer Care team is known for relentless improvement of customer experience, always striving to provide a better, faster, easier and memorable experience. The customer is at the center of everything we do. Customer Care is responsible for servicing our US and Canada eCommerce customers through various communication channels and languages.
Customer Care is a fast-paced and dynamic environment that reaches into all corners of the Columbia Sportswear Company, which sets the scene for the Sr. Learning and Development responsibilities. The position supports the employee and partner experience in our contact centers both domestic and abroad, with a focus on optimizing performance through learning and development programs with a global perspective.
HOW YOU’LL MAKE A DIFFERENCE
Facilitates team meetings, project meetings, and classes as assigned.
Modifies existing learning and leadership development programs and offerings so that they align with the learning needs of Customer Care employees. Includes overseeing program initiatives and ongoing training of the support teams as needed. Reports on program metrics and effectiveness.
Facilitates training classes and workshops as needed which align to the company's strategic priorities and identified leadership and operational capabilities for Customer Care.
Stays current on best practices in learning and development and business trends, technologies, and best practices.
Partners closely with Customer Care leaders, partners and vendors to identify "future of work" needs to pursue solutions within the Customer Care strategic roadmap.
Assists in supporting management and team as needed. Understands the need for appropriate data privacy protections when working with employee data.
Performs other duties as assigned, especially pertaining to contact center industry practices.
YOU ARE
Actively engaged in personal growth and development activities.
Positive toward the Customer Care teams by maintaining professionalism, respect, courtesy, and support for others.
Collaborative with cross-departmental teams to achieve mutually desired results.
Communicative, and willing to jump in on projects when needed.
YOU HAVE
Bachelor’s degree, applicable certification or equivalent experience.
Typically requires 5-8 years of professional experience and strong competency with the various tools, systems, or procedures required to accomplish the job.
Must have working knowledge of adult learning concepts.
Advanced ability with standard Microsoft Office applications (Excel, Word, PowerPoint, Outlook, Teams) and other software skills a plus (SharePoint Designer, Illustrator, InDesign, Photoshop)
Must have the ability to provide instruction in group settings, facilitate workshops (both in person and virtually), and lead meetings.
Ability to apply privacy concepts rooted in core privacy principles, like Data Minimization, when collecting, using, or sharing personal information of our job candidates and employee.
#LI-CS1
This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.
Columbia Sportswear 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. The Know Your Rights poster is available here: https://www.eeoc.gov/poster The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf Columbia Sportswear 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 notify your recruiter.At Columbia Sportswear Company, we’re proud to offer regular full-time employees a benefits package that includes a variety of services and products to help make your life and work more rewarding. Our benefit programs contribute to overall employee well-being by aligning those programs with the fundamental elements of well-being: physical, social/emotional, financial, career and community. Benefits that can protect your family’s financial future and help you save money through our 401k plan plus a generous company match. Columbia offers medical, dental, vision, life Insurance, disability, flexible spending accounts, health savings account, and an assortment of voluntary benefit offerings (accident, critical illness, hospital indemnity, and legal services). In addition, Columbia offers EAP + which is free and confidential 24/7/365 counseling services. We have extensive wellness benefits, employee discounts and a generous time off program available.If you need an accommodation/adjustment to successfully complete and submit your application, please reach out to [email protected] with the Subject: Applicant Assistance Requested.Website: https://www.columbia.com/
Headquarter Location: Portland, Oregon, United States
Employee Count: 1001-5000
Year Founded: 1938
IPO Status: Public
Industries: Apparel ⋅ Innovation Management ⋅ Manufacturing ⋅ Outdoors ⋅ Retail ⋅ Sporting Goods ⋅ Sports