Role Description The Customer Training Specialist is responsible for delivering impactful learning experiences that set customers up for long-term success with Qualia. This role supports onboarding, customer success, and training enablement efforts across the customer journey—from live team training sessions and repeatable webinars to structured curriculum design and onsite engagements. You’ll also help launch a Train-the-Trainer program, empowering customer admins to train their teams internally for long-term scale. This role blends strong presentation and facilitation skills with an ability to think proactively, build repeatable processes, and collaborate across teams. Responsibilities - Deliver engaging, product-focused training sessions to customer teams during and after onboarding - Develop and maintain structured curriculum outlines tailored to various personas and training formats - Coordinate with Onboarding, Professional Services and Customer Success teams to align training content with client needs and implementation timelines - Design and deliver webinar-style trainings to address recurring customer questions in a scalable format - Design and deliver virtual classroom training tailored to various personas - Launch and manage a Train-the-Trainer certification program to enable power users to onboard others at their organization - Serve as a subject matter expert in Qualia’s product to confidently lead training across all customer tiers - Track training activity, attendance, and customer feedback to continuously improve delivery and content Qualifications - 3+ years of experience delivering customer or employee training in SaaS, technology, or professional services environments - Proven ability to facilitate engaging live and virtual training sessions for diverse audiences - Willingness and ability to travel up to 50% of the time for onsite customer training, internal meetings, and business needs - Experience developing learning content, playbooks, or structured curricula for technical or process-oriented topics - Strong understanding of customer onboarding and success dynamics - Excellent communication and presentation skills, with comfort leading both small and large groups - Demonstrated ability to collaborate cross-functionally with Customer Success, Product, and Implementation teams - Passion for helping others learn and succeed through clear instruction, empathy, and continuous improvement - Familiarity with learning management systems (LMS), webinar platforms, and training analytics tools is a plus - Title and/or Qualia experience is required Benefits - Comprehensive health plans - 401k program - Commuter benefits - Professional development - Parental leave - Flexible time off policy - Robust online onboarding program to train new hires - Biweekly all hands meetings - A variety of internal virtual events to keep employees connected

• Design, develop, implement, and maintain comprehensive training programs supporting the CGS mission • Develop and update course curricula, lesson plans, instructional materials, and training resources • Continuously evaluate and revise training content to meet contractual requirements, operational needs, and industry best practices • Deliver engaging instructor-led training in both virtual and in-person environments • Maintain accurate training records and documentation in accordance with company and contractual requirements • Prepare for and support internal and external audits of training records and program compliance • Serve as a subject matter expert and provide training guidance to leadership and operational staff • Develop and maintain collaborative relationships with internal and external stakeholders • Evaluate training effectiveness and recommend improvements based on operational feedback and performance metrics • Travel, including occasional short-notice travel, may be required to deliver or support training • Perform other duties as assigned

• Define how Cohere develops managers, leaders, and talent as the company scales. • Design programs, frameworks, and ways of working that help grow its people. • Work directly with the Head of HR to shape the Talent Development function. • Partner closely with HR Business Partners and senior leaders to build needed capabilities.

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.