Golden Pet Brands

Golden Pet Brands

Manager, Training & Agent Development

Los Angeles, CA

Sponsorship not specifiedDetected 26 days ago
CanvaSalesforceSalesCadenceLeadershipCommunicationCollaborationMentoringAdaptability

About the role

  • Creating a world where pets live longer, healthier lives, from their very first meal.

Responsibilities

  • The Manager, Training & Agent Development leads the design, delivery, and continuous improvement of omni-channel training programs for GoldenPet's customer care and experience organization.
  • Partner with CX Strategy to embed customer experience principles-empathy mapping, journey-based service design, and VOC insights-into every training module.
  • Develop and maintain channel-specific playbooks that guide agents through brand-authentic interactions, de-escalation techniques, and high-conversion service-to-sales moments.
  • Collaborate with Brand Campaign Managers to ensure agents receive timely, accurate pre-launch training on new products, promotions, seasonal campaigns, and retail partnerships before go-live.
  • Develop service-to-sales training tracks that equip agents with upsell, cross-sell, and subscription conversion techniques that feel natural and brand-aligned, not transactional.
  • Create and maintain a living product knowledge library, updated in sync with new launches, reformulations, retailer assortment changes, and seasonal offerings across DTC and retail channels.
  • Build and maintain escalation training frameworks that prepare agents and supervisors to handle high-sensitivity situations-product safety concerns, quality complaints, regulatory inquiries, and high-value customer retention-with accuracy, speed, and brand consistency.
  • Develop retail-specific training tracks that address the unique requirements of the growing omni-channel retail business, including retailer-facing customer inquiries, fulfillment issue handling, and channel-appropriate messaging for Walmart and other retail partners.
  • Partner with QA and CX leadership to monitor real-time escalation patterns and rapidly deploy targeted refresher training or response playbooks in response to emerging product, brand, or service issues.
  • Maintain a structured feedback loop with QA to translate scorecard findings, call evaluations, and chat audits into targeted training interventions.

Requirements

  • Required Experience:
  • 3+ years managing training teams in a contact center or customer care environment.
  • Proficiency with content creation tools (e.g., Articulate 360, Adobe Captivate, Canva, or equivalent).
  • Define and track training effectiveness KPIs including post-training quality score lift, first contact resolution improvement, CSAT/NPS correlation, sales conversion rate, and time-to-proficiency for new hires.
  • Brand & Product Mastery - Ability to internalize multi-brand portfolio positioning and translate complex product benefits into agent-ready language across service and sales contexts.
  • Omni-Channel Fluency - Deep understanding of how customer expectations, agent behaviors, and training needs differ across phone, chat, email, and self-serve channels.
  • Service-to-Sales Mindset - Skilled at developing training that builds agent confidence in revenue-generating behaviors-upselling, subscription conversion, loyalty retention-without sacrificing service quality.
  • CPG & Retail Acumen - Familiarity with CPG business rhythms-product launches, promotional cycles, retailer requirements-and the escalation dynamics of a high-growth omni-channel brand.
  • LMS & Digital Learning Expertise - Proven ability to implement and optimize modern LMS platforms and build engaging digital content ecosystems using video, eLearning, microlearning, and simulation tools.
  • Data-Driven Decision Making - Uses QA results, performance analytics, LMS data, and VOC insights to continuously refine training programs and demonstrate measurable impact on agent and business outcomes.
  • Cross-Functional Collaboration - Adept at building productive working relationships with CX Strategy, Brand, QA, Operations, and Analytics to ensure training is always aligned with business priorities.
  • Leadership & Coaching - Strong people leader who develops high-performing training teams through coaching, accountability, and a growth-oriented culture.
  • Instructional Design Excellence - Skilled in adult learning principles, curriculum architecture, and content creation using modern authoring tools (e.g., Articulate, Adobe Captivate, Canva).
  • Adaptability & Urgency - Thrives in a fast-paced, high-growth environment; can rapidly pivot training resources in response to product issues, campaign launches, or escalation spikes.

Nice to have

  • Bachelor's degree preferred
  • high school diploma / GED required.

Benefits

  • Experience in a CPG, pet, health & wellness, or DTC subscription brand environment.
Apply directly at Golden Pet Brands →Create a free account for alerts like thisView Golden Pet Brands immigration profile

This listing is sourced directly from Golden Pet Brands's careers page and normalized into a canonical job model.