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Visual Comfort & Co. (Formerly Circa Lighting) · 3 weeks ago

Customer Experience Training Manager

Headquarters Houston, 22400 NW Lake Drive, Houston, Texas, United States of America

Full-time

Onsite

Mid, Senior Level

$82K/yr - $86K/yr

5+ years exp

Visual Comfort & Co. is a leading company in the wholesale customer experience sector, seeking a Customer Experience Training Manager. This role is responsible for leading training strategies and overseeing the development and execution of training programs to enhance the customer experience for B2B partners.

E-CommerceLightingRetail

No H1B

Responsibilities

Lead and manage Wholesale Customer Experience Training and Quality programs, ensuring alignment with Signature & Brands operational strategies

Develop the long-term training roadmap for Wholesale, including onboarding, continuous education, system rollouts, product training, and skill development

Serve as the primary training liaison to Wholesale leadership, Operations, IT, Product, Sales, and Learning & Development

Own all training for Wholesale Customer Experience roles, ensuring content accurately reflects Wholesale-specific workflows, policies, systems, and expectations

Design, maintain, and standardize comprehensive training curriculum for Wholesale functions including Order Management, B2B workflows, claims, backoffice, and partner communication

Oversee the creation and maintenance of manuals, presentations, job aids, e-learning modules, and system walkthroughs tailored to Wholesale needs

Directly oversee Trainers and QA Representatives supporting Wholesale operations

Conduct performance management, coaching, and professional development to ensure training delivery is consistent, accurate, and aligned with department standards

Ensure staffing and scheduling of training resources meet Wholesale hiring and operational demands

Use Wholesale KPIs, QA insights, error trends, and customer feedback to identify training gaps and prioritize updates

Partner with Wholesale Supervisors and Managers to evaluate learning needs and support new processes, policies, and system enhancements

Maintain accurate Wholesale training records and ensure compliance with internal standards

Lead the Wholesale QA framework, ensuring calibration, accurate scoring, and actionable insights for performance improvement

Align training content and refreshers based on QA findings to reduce error rates and ensure consistency across Wholesale teams

Build proactive training readiness plans for Wholesale teams in collaboration with IT, Operations, and business partners

Demonstrate commitment to Visual Comfort & Co. values and maintain strong attendance and collaboration while onsite

Qualification

Training developmentCustomer experience expertiseLeadership experienceInstructional designERP systems proficiencyMultilingual abilityAnalytical skillsPresentation skillsOrganizational skillsAttention to detail

Required

Bachelor's degree in Education, Communication, Business, or a related field; advanced degree or professional certifications in training or leadership preferred

5+ years of experience in training, instructional design, or adult learning

3 years of experience in a leadership or supervisory capacity within a training function

3+ years of experience in customer service or customer experience roles with demonstrated expertise in service excellence principles

Fluent in English with exceptional written and verbal communication skills; multilingual ability is a plus

Proven ability to lead and mentor training teams, manage projects, and influence stakeholders across departments

Advanced problem-solving and analytical skills, with proficiency in ERP systems such as Oracle JD Edwards or similar platforms

Expert-level presentation and facilitation skills, capable of delivering complex content to diverse audiences and adapting to multiple learning styles

Strong knowledge of customer service best practices, including professional phone etiquette and service recovery techniques

Superior organizational and time management skills, with the ability to prioritize, manage multiple deadlines, and perform under pressure in a dynamic environment

Self-directed and proactive, demonstrating meticulous attention to detail and a commitment to achieving high-quality results

Available to work a flexible schedule including weekends, early mornings, late evenings

Equivalent combinations of education and experience will be considered for this role