Customer Success Process Development & Training Team Leader (External Contract)

Lead a team responsible for process development, training, content generation, and extracting/generating information on CEX customer journeys and customer relationships.
Develop and implement process improvement strategies to enhance operational efficiency and effectiveness.
Collaborate with cross-functional teams to analyze existing processes, identify areas for improvement, and implement solutions.
Create and deliver comprehensive training programs for employees to ensure consistent understanding and adherence to processes and procedures.
Develop training materials, including presentations, job aids, and e-learning modules, to facilitate effective learning experiences.
Design and facilitate workshops, training sessions, and coaching sessions to transfer knowledge and build capability within the organization.
Continuously evaluate and update training programs and materials to align with evolving business needs and industry best practices.
Extract and generate insights on customer journeys and customer relationships to enhance the overall Customer Experience (CEX).
Collaborate with subject matter experts to gather information and transform it into clear, concise, and compelling content.
Ensure content accuracy, consistency, and compliance with branding and style guidelines.
Stay up-to-date with industry trends, best practices, and emerging technologies related to process development, training, and CEX.
Provide leadership, guidance, and mentorship to team members, fostering their professional growth and development.
Set team goals and objectives, and monitor individual and team performance to ensure targets are met.
Define and document quality standards, metrics, and evaluation criteria to ensure consistency and accuracy in assessments.
Collaborate with managers and trainers to develop and deliver training programs that address identified knowledge or skills gaps.
Provide ongoing coaching and mentoring to team members, supporting their professional development and enhancing their quality assurance skills.
Provide regular reports and updates to management on team performance, highlighting achievements, challenges, and proposed solutions.
Communicate effectively with stakeholders, including customer service managers, trainers, and team members, to ensure alignment and understanding of quality assurance objectives and expectations
Requirements:
Proven experience in process development, training, content generation, and extracting/generating insights on CEX customer journeys and customer relationships.
Strong knowledge and understanding of process improvement methodologies and tools.
Experience designing and delivering effective training programs, including e-learning modules and workshops.
Excellent content creation and writing skills, with the ability to transform complex information into clear and engaging content.
Familiarity with instructional design principles and adult learning theories.
Proficiency in utilizing authoring tools, learning management systems (LMS), and content creation software.
Strong project management and organizational skills, with the ability to manage multiple priorities and meet deadlines.
Excellent communication, presentation, and facilitation skills.
Leadership qualities with the ability to motivate and inspire a team.
Analytical mindset with a keen eye for detail and problem-solving abilities.
Continuous learning mindset to stay updated with industry trends and emerging practices.
Bachelor's degree in a related field or equivalent work experience.
Excellent analytical and problem-solving skills, with the ability to interpret data and provide actionable insights.
Detail-oriented and highly organized, with the ability to manage multiple priorities and meet deadlines
Strong coaching and mentoring skills, with the ability to provide constructive feedback and develop team members' skills.