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Wheely · 1 month ago

Training Manager (Learning & Development)

New York, New York, United States

Full-time

Onsite

Mid Level

3+ years exp

Wheely is a unique platform focused on user privacy and luxury service in ride-hailing. The Training Manager will enhance service quality by delivering engaging training to chauffeurs and ensuring they meet high service standards.

InternetMobile AppsRide SharingTransportation

Responsibilities

Be responsible for the delivery of training for Wheely chauffeurs in providing a five star luxury customer experience

You will need to be engaging, credible and an exceptional facilitator to embed knowledge & hone the skills of the team

You will also be responsible for maintaining content & the creation of country specific learning initiatives

Monitor passenger feedback to ensure an exceptional level of service is consistently being provided, preparing reports on trends where required

Conduct investigations into incidents, producing unbiased reporting of each situation with recommended outcomes

Provide effective feedback to chauffeurs to improve performance

Assess chauffeurs against Wheely Standards through vehicle checks

Provide effective feedback to chauffeurs to improve performance

Support in building the feedback loop between quality, customer service, training and operations to continuously improve standards

Partner with peers in other regions to continuously improve the processes, ensuring the passenger expectations are consistently being exceeded

Qualification

Training deliveryCustomer service experienceMS PowerPointArticulate 360Communication skillsData analysisLuxury vehicle knowledgeAttention to detailFeedback deliveryFacilitation skills

Required

Passion for engaging facilitation & training others

3+ years of experience in a specialised Training role

Successful track record of delivering engaging training and development programmes with an emphasis on meeting exacting standards that will be valued by customers

Be an expert in MS Powerpoint/ Google Slides

Minimum 2+ years of relevant experience in a customer-facing environment, preferably luxury industry

Thorough when investigating an incident, operating with a sense of urgency to ensure problems are solved

Delivers feedback with radical candour, not afraid to give difficult feedback

Tenacious in maintaining standards with exceptional attention to detail

Passion for developing others and bringing out the best in people

Exceptional communication skills, both verbal and written

Basic data skills, ability to create, maintain, enter, analyse and act upon data