Manager, Training & Agent Development

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Creating a world where pets live longer, healthier lives, from their very first meal. Learn more about our brands. We're Looking For A(n): Manager, Training & Agent Development Location: Remote What You'll Be Doing: 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. This role is accountable for equipping agents not only with the technical and procedural skills needed to operate across phone, chat, email, and self-serve channels, but also with deep brand knowledge, product benefit fluency, and the consultative service techniques that drive customer loyalty and revenue growth. Operating at the intersection of service, sales enablement, and brand, this manager works in close partnership with CX Strategy, Brand Campaign Managers, Workforce Planning, and Quality Assurance to translate brand positioning, product launches, and campaign messaging into effective training plans and performance-ready agents. They understand CPG market dynamics-including retailer-specific requirements, promotional cycles, and the escalation demands of a fast-growing omni-channel retail business-ensuring training programs are always current, contextually relevant, comprehensively executed, and measurably effective. A core pillar of this role is ownership of the Learning Management System (LMS) ecosystem: selecting, implementing, and optimizing a modern digital platform that leverages video, interactive modules, micro-learning, and scenario-based simulations to deliver timely, scalable training across a geographically distributed workforce. Omni-Channel Training Strategy & Delivery Design and deliver comprehensive onboarding and continuous-learning curricula across all customer care channels (phone, chat, email, self-serve/digital), ensuring agents can perform with consistency and confidence regardless of channel. 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. Brand, Product & Sales Enablement Build deep product knowledge training programs that give agents mastery of GoldenPet's brand portfolio-ingredients, formulations, health benefits, and brand differentiation-enabling them to confidently answer questions and recommend products in a consultative, trust-building manner. 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. Train agents on CPG-specific customer dynamics including subscription lifecycle management, loyalty retention conversations, and competitive differentiation for pet nutrition. CPG, Retail & Escalation Readiness 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. Ensure agents are trained on CPG regulatory awareness including label claim standards, return/refund policy nuances, and brand-protection protocols. Quality Assurance Collaboration & Performance Analytics Maintain a structured feedback loop with QA to translate scorecard findings, call evaluations, and chat audits into targeted training interventions. 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. Develop and maintain a Training Impact Dashboard in partnership with Analytics/BI to give leadership real-time visibility into agent readiness and program ROI. Conduct regular training needs assessments using QA data, VOC feedback, performance analytics, and operational inputs to proactiv

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