Golden Pet Brands

Golden Pet Brands is leading America’s pet health revolution by making longevity-focused nutrition simple for pet parents, and rewarding for pets, through product excellence, education, and storytelling.

Manager, Training & Agent Development

Learning and DevelopmentLearning and DevelopmentFull TimeRemoteLeadTeam 178Since 2026Company Site

Location

United States

Posted

2 days ago

Salary

$96K - $120K / year

Seniority

Lead

No structured requirement data.

Job Description

Manager, Training & Agent Development

Golden Pet Brands

Role Description 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 with: - Technical and procedural skills needed to operate across phone, chat, email, and self-serve channels. - Deep brand knowledge, product benefit fluency, and 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 - Quality Assurance They ensure training programs are current, contextually relevant, comprehensively executed, and measurably effective. A core pillar of this role is ownership of the Learning Management System (LMS) ecosystem, which includes: - Selecting, implementing, and optimizing a modern digital platform. - Leveraging video, interactive modules, micro-learning, and scenario-based simulations. Qualifications - Brand & Product Mastery: Ability to internalize multi-brand portfolio positioning and translate complex product benefits into agent-ready language. - Omni-Channel Fluency: Deep understanding of customer expectations and training needs across various channels. - Service-to-Sales Mindset: Skilled at developing training that builds agent confidence in revenue-generating behaviors. - CPG & Retail Acumen: Familiarity with CPG business rhythms and escalation dynamics. - LMS & Digital Learning Expertise: Proven ability to implement and optimize modern LMS platforms. - Data-Driven Decision Making: Uses QA results and performance analytics to refine training programs. - Cross-Functional Collaboration: Adept at building productive working relationships across departments. - Leadership & Coaching: Strong people leader who develops high-performing training teams. - Instructional Design Excellence: Skilled in adult learning principles and content creation. - Adaptability & Urgency: Thrives in a fast-paced environment; can pivot training resources rapidly. - Strategic Communication: Excellent communicator; can present strategies and metrics to senior leadership. - Emotional Intelligence & Resilience: Manages competing demands while maintaining a constructive environment. Requirements - Required Education: Bachelor’s degree preferred; high school diploma / GED required. - Required Experience: - 3+ years managing training teams in a contact center or customer care environment. - Experience designing and delivering omni-channel training programs. - Hands-on LMS administration and implementation experience. - Proven track record building brand/product knowledge curricula. - Experience developing service-to-sales training programs. - Proficiency with content creation tools. - Experience collaborating with QA and CX/brand teams. - Preferred Education: Bachelor’s or Master’s in Instructional Design, Communications, Education, Business, or related field. - Preferred Experience: - Experience in a CPG, pet, health & wellness, or DTC subscription brand environment. - Background supporting omni-channel retail growth. - Salesforce Service Cloud experience. - Experience developing escalation training frameworks. - ATD, SHRM-CP, or instructional design certification. - Experience implementing or managing LMS platforms. - Familiarity with VOC programs. - Preferred Licensure/Certification: CCSP, CCSM, ATD, SHRM-CP, CPTD, or CPLP certification. Benefits - Comprehensive healthcare coverage – 100% of premiums for medical, dental, and vision plans for employee-only plans. - Annual bonus. - 401k contributions matched up to 3.5%. - 6 paid sick and mental health days, Employee Assistance Program, and additional mental health benefits. - Employee Stock Ownership Plan. - Reimbursements for a portion of personal cell phone and internet usage. - Professional development opportunities. - Charity sponsorships with over $9 million donated to date. - Potential for quarterly KPI bonuses. - Base salary range of $96,000-$120,000, plus bonus potential.

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