Manager, Guest Care Training & QA

Job Purpose 

 

Responsible for the management of course certifications and knowledge content both internal and external, training delivery processes, QA process, management of the tools and resources to deliver the content and the ongoing performance of the training team and individual career development. 

 

This role will be located in the Saint Louis, MO Support Center with an opportunity to work via a hybrid model. 

 

Duties & Responsibilities 

 

The primary responsibilities of this job include, but are not limited to: 

 

• Responsible for selecting, training, developing, and managing performance of direct reports and providing objective coaching and career advice in bi-weekly 1:1’s 

• Manage onboarding process and schedules for Guest Care new hires and oversight for BPO new hire training  

• Create and deliver training for Guest Care new hires 

• Partner with L&D to assure we are providing content that is consistent and branded to Panera standards 

• Manage the instructional design tools, content, and timelines for new hire material and QA  

• Work with BPO, Guest Care management and level 2 to identify training and development needs  

• Continually evaluate training to ensure technology updates, new rollouts and training methods are current and delivered on time 

• Manage the monthly training meetings and provide training solutions for areas of improvement 

• Manage internal and external knowledge bases, the review process and new knowledge creation 

• Work with Guest Care management to improve scorecard and QA processes 

• Manage and support internal communications such as the internal newsletter, and Teams group chat 

 

Qualifications (Education & Experience) 

 

Qualifications include: 

 

• 5+ years training experience 

• Excellent written and oral communication skills 

• Experience in writing curriculum a plus 

• Excellent communication/interpersonal skills and the ability to initiate and maintain cross-team relationships 

• Strong customer service skills and professionalism 

• Excellent time management and organizational skills 

• Proficient with Microsoft Office 

Competitive Pay: $64,638 - $77,565 annually

The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, job-related knowledge, skills, and geographical location. Individual compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Saint Louis Support Center