Training and Quality Manager (Remote)
Join Axon and be a Force for Good.
At Axon, we're on a mission to Protect Life. We're explorers, pursuing society's most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.
Life at Axon is fast-paced, challenging and meaningful. Here, you'll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
As the Training and Quality Manager reporting to our Senior Director of Global Support, you will be instrumental in our goal of delivering a best-in-class customer experience. To accomplish this goal, you will work with leadership to set the training and quality assurance strategy across our tiered technical support and customer service teams, then build and optimize our training content to ensure our front-line employees have the knowledge and resources necessary to deliver excellence.You will join an environment that favors agility, initiative, and creative thinking. We genuinely love what we do and are looking for those who share this passion. Come work with us in a dynamic environment in which you'll use your passion, technical experience, and strong problem-solving skills.
Location: Remotely from the United States
Reports to: Sr. Director, Global Support
Training and Process
- Analyze the training curriculum and delivery, identify needs, and formulate appropriate action plan recommendations in conjunction with Customer Support leadership.
- Create new training content (LMS courses, Video, Classroom, Powerpoint) to meet business needs and support internal and external customers.
- Continuously evaluate the effectiveness and relevance of training materials, assess content to determine appropriate instructional procedures or delivery methods and make appropriate changes as needed.
- Conduct new hire, and monthly training updates with Customer Support (Tier 1, 2, 3, Tech Support, Customer Service) and other internal teams.
- Coordinate classroom and web-based delivery of training materials/modules, maintain and manage training calendar, and training effectiveness through survey and feedback cycle.
- Maintain existing procedures, policies and guidelines and develop new ones as needed.
- Own and maintain department knowledge base(s) and drive continuous improvements and efficiencies of the content.
- Evaluate current technologies and tools and build business case for new ones as needed.
- Serves as the central point of contact for QA needs across the Global Support Team and oversees Quality Assurance team to identify trends and lead continuous improvement efforts associated with training.
- Monitors overall progress of quality assurance program through gathering relevant data and reports to ensure expectations are met according to pre-determined criteria.
- Actively schedules, drives, and participates in monitoring calibration.
- May perform other additional duties and responsibilities as assigned.
- 5+ years' experience in a contact center or Customer Support setting; 3-5 years' total management or training experience
- Prior experience leading training and quality assurance functions, preferably with both internal and external vendor teams, and a strong aptitude in customer support center metrics.
- Bachelor's degree in a related field is preferred
- Experience in an IoT, Telematics, or SaaS company highly preferred
- Strong written and verbal communication skills required
Benefits that Benefit You
- Competitive salary and 401k with employer match
- Discretionary paid time off
- Paid parental leave for all
- Medical, Dental, Vision plans
- Fitness Programs
- Emotional & Mental Wellness support
- Learning & Development programs
- And yes, we have snacks in our offices
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
Don't meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.
Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you're excited about this role and our mission to Protect Life but your experience doesn't align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Important Notes
The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.
Some roles may also require legal eligibility to work in a firearms environment.
Axon's mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon's impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.
We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We're committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
By
Axon
Axon is an American company based in Scottsdale, Arizona. We have made it our mission to protect human life by developing technology and weapons products for military, law enforcement, and civilians.
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