The Consumer Experience team is critical to forging and maintaining lasting relationships with our millions of customers. Reflecting GOAT Group’s core values of authenticity and innovation, you will join a collaborative team that solves problems with thoughtfulness, empathy and speed. The result is a world-class customer experience that builds trust with our buyers and sellers worldwide.

GOAT is seeking a results-oriented Training and Quality Assurance Manager. This individual should have strong written and verbal communication skills, as well as strong public speaking skills. You will be responsible for driving training documentation creation and maintenance, standing up a Learning Management System, and team support. The ideal candidate will be an innovative thinker who is comfortable working across a variety of departments. This role requires someone who is great with people, capable of multitasking, is detail-oriented, is innovative, and able to successfully manage spearheading a project with multiple timelines & deadlines.

In this role you will:

• Interview and identify the most qualified candidates for the Training Specialist role(s).
• Support a team of Training Specialist(s) and the Quality Assurance team.
• Implement and maintain training documentation for multiple functions across multiple locations, including offshore resources. 
• Manage training scheduling and logistics across multiple locations, including offshore resources.
• Manage multiple training projects simultaneously (project management) and delegate work to CX Training Specialist.
• Keep all CX Supervisors and Trainers in the loop regarding any changes to process or policy.
• Stay up to date on industry training trends and best practices.
• Support Quality Assurance team on the success of agents after they have completed training.
• Recommend potential third party vendors that provide tools to help improve the training experience including potential knowledge base and LMS (Learning Management System) platforms.
• Assist in creating and maintaining training courses in LMS.
• Anticipate future business changes and challenges and proactively develop and implement new or revised plans to maintain a competitive service environment, staying current on Contact Center industry practices and challenges.
• Ensure alignment on priorities and strategic direction by partnering with other business units and leaders.
• Be flexible to manage other assignments as they arise.

We are looking for:

• 5+ years of related industry experience
• 2+ years of Training experience, ideally at one or more organizations that have 2-sided marketplace structures
• Demonstrated proficiency in the utilization and implementation of LMS software
• A solid track record demonstrating the ability to manage team performance, results and development.
• Experience carefully evaluating internal customer experience processes and workflows, and successfully optimizing these processes to drive efficiency
• Ability to gather, synthesize and analyze information to make recommendations that will improve customer experience and improve the marketplace experience.
• Proven track record of implementing new solutions from end to end, including strategy, planning, and execution.
• Proven track record of implementing new solutions from end to end, including strategy, planning, and execution.
• Proven ability to communicate and work seamlessly with both technical and business teams.
• Excellent written and verbal communication skills and the ability to simplify complex topics.

GOAT is the global platform for the greatest products from the past, present and future. Since its founding in 2015, GOAT has become the leading and most trusted sneaker marketplace in the world. Through its unique positioning between the primary and resale markets, the company offers styles across various time periods on its digital platforms and in its retail locations, while delivering products to over 30 million members across 170 countries.

The company is backed by strategic investor Foot Locker, Inc. as well as some of the leading names in venture capital including D1 Capital Partners, Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator.

We encourage you to apply even if you feel unsure about whether you meet every single requirement. We look for people who are passionate about what we do, not just those who check off all the boxes.

GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, if applicable. If you are a California resident, please review our California Privacy Rights Notice for Job Applicants.