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Learning and Performance Manager

Function: Customer Service/Contact Centers
Location: Customer Experience Center, Aurora, CO US
Date posted: 9/10/2019 12:07:10 PM
Type: Full-time
Permanent / Contract: Regular
Job number: 1101046
Description

Staples North American Delivery (NAD) is currently seeking a Learning & Performance Solutions Designer for our Quality Assurance and Performance Improvement department (QAPI). This is an exciting opportunity to work for one of the most well-known Office Supply companies in the nation!  When you join our organization, you join a team composed of highly skilled, motivated, and results oriented professionals committed to providing customers with a superior experience and committed to ensuring leaders and managers are well-equipped with the proper tools and performance assets.

 

Why you will love this position.  You will:

  • Leverage your entrepreneurial skills by pursuing emerging opportunities and innovation solutions that drive meaningful business results for our customer service organization
  • Own completely the end-to-end process of identifying performance gaps and developing effective performance solutions that ensure we always put the customer first
  • Be a key contributor in the journey towards improving the capabilities of our customer service managers by shaping how they coach their associates to improve their performance
  • Communicate actively with the senior managers of all levels
  • Travel occasionally to other contact centers or business sites to improve your knowledge of our company, our customers and our associates
  • Be able to work independently as needed and be in charge of your own work
  • Be supported by a dedicated team of professionals with the common goal of being trusted advisors and partners to leaders within our organization
  • Be provided with a website solely dedicated to your creation of performance assets
  • Be given opportunities to enhance your own learning and performance development (seminars, conferences, trainings, etc.)

What you will do in this position:

  • Ensure that Staples Customer Service delivers upon our #1 commitment: Put the customer first, always
  • Identify gaps in performance using quantitative and qualitative techniques
  • You will conduct research to determine and recommend viable performance improvement solutions
  • Partner with stakeholders to target and prioritize opportunities
  • Construct learning assets that include, but are not limited to: self-paced online modules, micro-learning assets, podcasts, infographics, problem-centered guided learning solutions, blogs, etc.
  • Provide guidance and coaching, if necessary, to those engaged in delivering learning and development solution
  • Create guides and aides necessary to facilitate delivery of the solutions and assets
  • Manage and maintain the dedicated QAPI Website


Qualifications

Qualifications:

  • 5+ years of experience designing learning and development solutions assets using applications such as Captivate, Adobe, Articulate 360, Camtasia or others, which include online learning solutions, podcasts (audio and visual), infographics, job aids, and a variety of others
  • Bachelor’s degree or equivalent training and experience
  • Strong communication skills, oral and written
  • Good analytical skills
  • Ability to manage multiple priorities and projects, and meet deadlines in a fast-paced environment
  • Ability to influence and align people across different teams and functions to a common purpose
  • Ability to work independently, as well as, collaboratively as part of a strong and results driven team


What we offer:  

  • Competitive salary based on experience with opportunities for annual merit increase and bonuses
  • Generous paid time off package that includes [xx] days within the first year
  • Comprehensive insurance package which includes: medical, dental, vision, short-term disability and life insurance
  • Elective insurance options: long term disability, identify theft, spouse and dependent life insurance, pet insurance, automotive and home insurance, etc.
  • Access to a free 24/7 Employee Assistance Program 
  • Friendly and support work environment
  • Casual dress code
  • Ability to grow and advance professionally
  • Work-at-home opportunity up to 2 days per week after the first 90 days of employment



Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.



Staples is The Worklife Fulfillment Company, helping businesses of all sizes be more productive, connected and inspired. With dedicated account teams, category professionals, innovative brands and a curated product assortment for business, Staples provides customized solutions to help organizations achieve their goals. Interested in joining the team? Check out our perks and benefits!

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

Staples
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