Manager, Training & Quality

TaskRabbit will never use text or chat applications to conduct interviews. We have a thoughtful and interactive interview process that includes an initial recruiter phone screen and several video-based interviews with our hiring teams.

Communications will always be conducted by taskrabbit.com domain names.

• TaskRabbit is a remote-first company with employees distributed across the USA!
• DataBird journal’s “Best Places” Best Companies for Diversity, #1 2019 and 2020
• DataBird journal’s “ Best Places” Best Companies for Women, #4 2019 and #1 2020

About the Job

Under the supervision of the Business Operations Director, the Manager Training & Quality, oversees three distinct but equal functions and teams within the company; Training, Quality, and Content. 

The training team will provide direction and manage the development of training materials, exercises, and structured activities designed to develop exceptional operational team members and effective training programs. This position is accountable to support departmental initiatives and acts as the first point of contact for training requests, recommendation of training solutions to address identified training opportunities, collaboration with leadership to determine desired results, and creation of action plans to produce them.

The Customer Service Learning and Development Manager will be supporting the growth and development of our people by delivering training, in-person and/or virtually. To ensure success, this role will support the business by developing and delivering training content that is relevant to the knowledge and abilities needed for operational excellence and company growth across all Customer Support teams. As company expectations change or policies are created, the Customer Service Learning and Development Manager will play a role in ensuring that the appropriate staff members receive relevant training so that they can perform according to company expectations.

The Quality responsibilities will include managing a team that develops, implements, manages, and ensures the standardized execution of the Customer Service Quality program. This role leverages quality assurance standards to improve the customer experience, increase productivity, and enhance agent performance. This position will work with Quality analysts and work with third party vendors to execute our quality program.

The primary responsibility concerning Content is to encourage correct and widespread usage of the company's knowledge base. They should create guidelines for what information is captured, and by whom how it integrates with the rest of the tech stack, and how to keep it from growing stale. Under the direction of this role, the Content team will work closely with key stakeholders across the company to maintain consistency at a global scale and align the content strategy with their vision. You will play a significant role in the development of a successful and effective knowledge base and will have a direct impact on employees day to day.

Join us in creating a better everyday life for everyday people.

Responsibilities:

Develop and Scale Customer Service Learning and Development Programs

• Provide instructional expertise and recommendations to ensure creative, innovative, and scalable programs for all levels using adult learning theories and methodologies
• Independent design and delivery of training curriculum to meet identified training needs using rapid development tools and process
• Build a program for learning that suits a global Customer Support team with responsibility for daily customer interactions in an omnichannel environment
• Consult with functional stakeholders, leaders and subject matter experts to gather information needed in the creation, implement and improve training programs/materials
• Identifies innovative ways for training projects, content and delivery to be updated or improved
• Conduct one-on-one training/coaching as needed

Build a Reliable and Consistent Quality Assurance Framework

• Develop and lead quality assurance associates providing data driven quality assessments that will be used as the basis for process improvement and creation of standard operating procedures
• Gather and present improvements and trends on existing processes, and procedures in order to drive quality and efficiency, and enhance the customer experience
• Prepares and analyzes internal and external quality reports for management staff review
• Design and deploy quality assurance evaluation programs
• Report on trends, areas of improvement, and catalog / prioritize incoming requests from multiple stakeholders across the organization
• Conduct one-on-one training/coaching as needed

Own Knowledge Base for both Internal and External end-users

• Oversee the development and creation of content for all end-users of TaskRabbit’s internal knowledge base
• Provide internal training and consulting on KM concepts and methodologies
• Define the knowledge management strategy for our knowledge base and maintain high quality, up-to-date, and searchable content for audiences of varying skill level
• Work effectively across the organization with stakeholders, change management, service teams, trainers, curriculum developers and subject matter experts to develop and support new and existing products, features, and services
• Manage a specialized team that assess the impact of content on customer experience, recommend internal and external articles to enhance and improve resolution
• Conduct one-on-one training/coaching as needed

Qualifications:

• Bachelor’s degree in a business, education or related field, or equivalent combination of education and experience
• 3-5 years experience with training and/or quality delivery in a customer service atmosphere, with increasing responsibilities including personnel management experience
• 5+ years of prior experience in operational or CS roles in the technology industry with preference for candidates who have had this experience at a technology companies including marketplaces, gigE, or eCommerce
• Comprehensive knowledge of adult learning theory, instructional design theory, and organizational behavior needed to create instructional materials and ensure exceptional facilitation
• Ability to build and manage relationships, and portray credibility by following through on commitments
• Ability to manage multiple projects simultaneously, work effectively in an environment that is constantly changing and evolving to bring about change
• Leadership qualities, such as motivation techniques and conflict-management
• Highly proficient with all products within the MS Suite and/or G Suite
• Adaptable and proven experience with approach to the nuances of the Technology industry
• Strong leadership ability with proven performance management experience in coaching & developing direct reports
• Ability to multitask and successfully operate in a fast paced, team environment;
• Must adapt well to change and successfully set and adjust priorities as needed
• Excellent written and verbal communication skills

About TaskRabbit

TaskRabbit is a marketplace platform that conveniently connects people with Taskers to handle everyday home to-do’s, such as furniture assembly, handyman work, moving help, and much more. Acquired by IKEA Group - the world’s largest furniture retailer - in 2017

At TaskRabbit, we want to make your neighborhood a little more familiar. Whether it’s a handyman (or woman!), a housecleaner, moving help or delivery person, we’re imagining a world where everyone will have a go-to team to make everyday life easier. As a company we celebrate innovation, inclusion and hard work. 

As a pioneer of the sharing economy, TaskRabbit was founded on the premise of neighbors helping neighbors. Since then, our network has grown to eight countries and 75+ cities, yet our core mission of creating a better everyday life for everyday people has remained the same.

Together with IKEA, we’re creating more opportunities for people to earn a consistent, meaningful income on their own terms by building lasting relationships with clients in communities around the world.

We are a group of mission-minded people. Our culture is collaborative, pragmatic, and fast-paced. We’re looking for talented, entrepreneurially-minded and data-driven people who also have a passion for helping people do what they love - and have a ton of fun while they’re at it.

You’ll love working here because:

• TaskRabbit is a remote first company. We recognize that talented people live all over the world.
• Collaboration hub offices in San Francisco, Austin and London
• The People. You will be surrounded by some of the most talented, supportive, smart, and kind leaders and teams -- people you can be proud to work with!
• Senior Leadership Team 75% women
• Director Level 86% Diverse 
• The Values. 
• Care Deeply. We take time to be present and partner with our team and communities. 
• Level Up. We navigate through ambiguity and go the extra mile.
• Be A Better Neighbor. We build a diverse and sustainable community and encourage all voices.
• Lead The Future Together. We value entrepreneurship and are inspire by action.
  
• The diverse culture. We believe that we make better decisions when our workforce reflects the diversity of the communities in which we operate. Women make up more than half of our team and leadership, and we strive to recruit and retain employees from all over the world.
  
• The perks. TaskRabbit offers comprehensive medical, dental, vision 100% covered for employees, 401k plan with company matching,  generous and flexible vacation and holiday time off, commuter benefits, learning and development opportunities, career development trainings, monthly TaskRabbit product stipends, IKEA discounts, weekly meditations, and a dog-friendly office.

Equal Opportunity Employer

TaskRabbit is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. TaskRabbit is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. 

TaskRabbit will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.