Customer Advocacy Learning Specialist at Subaru of America, Inc. in Camden, New Jersey

Job Description:

Love. It's what makes Subaru, Subaru®. As a leading auto brand in the US, we strive to be More Than a Car Company®. Subaru believes in being a positive force in the communities in which we live and work, not just with donations but with actions that set an example for others to follow. That's what we call our Subaru Love Promise®.

Subaru is a globally renowned automobile manufacturer known for its commitment to innovation, safety, and sustainability. With a rich history dating back to 1953, Subaru has consistently pushed the boundaries of automotive engineering to deliver vehicles that offer not only exceptional performance but also a unique blend of utility and adventure.

Subaru's company culture is built on collaboration, diversity, and a shared passion for our product. We foster an inclusive environment that encourages employees to bring their unique perspectives and talents to the table. Our team members are driven by a common goal: to create exceptional vehicles that inspire and delight our customers.

Summary

Delivers and evaluates training programs to enhance the skills and performance of contact center staff. Assesses training needs, assists in developing curriculum, conducts engaging training sessions, and measures the effectiveness of training initiatives. Utilizes previous experience in training facilitation, effective communication skills, and the ability to adapt training methods to various learning styles. Works closely with manager and quality specialists within the Customer Advocacy Department (CAD) team with the goal of improving upon or enhancing employees' existing skills.

Primary Responsibilities

Must be able to perform all of these:

• Facilitates both in-person and virtual trainings. Teaches specific areas of knowledge or on-the-job capabilities tailored to the audience including our vendor partners.
• Provides input for design and development of content, courses, and curriculum along with documentation and resources.
• Uses trending technologies, including the use of artificial intelligence (AI), to create engaging and effective learning experiences.
• Incorporates the adult learning principles and methods that best suit the learner and the learning needs into each training.
• Uses data analytics to evaluate training effectiveness and implement strategies for improvement, ensuring that training programs remain relevant and impactful.
• Maintains responsibility for the onboarding of new hires. Works closely with new hires as they complete formal training and begin to identify strengths and weaknesses. Supports managers by providing feedback on performance of new hires.
• Performs side-by-side listening sessions and live monitoring with Quality Coaches and subject matter experts to help facilitate clear and effective content.
• Aligns learning objectives, content, and assessments with business goals. Assesses and determines training needs by analyzing employee performance data, survey results, and other metrics. Evaluates and modifies training programs as needed to keep pace with an ever-changing environment of policies and processes.

Additional Responsibilities

• Stays up to date with industry trends and emerging technologies, such as AI-driven tools and customer management systems, and train staff to effectively use them to drive continuous improvement.
• Works closely with operations, quality assurance, and product teams to ensure that training aligns with company goals and responds to any changes in products, services, or organizational strategies.
• Plays a key role in helping staff adapt to organizational changes, such as shifts in customer service models, new tools, or changing priorities, through effective change management training.

Required Skills and Abilities

• Excellent communication and group facilitation skills.
• Bachelor's degree in, learning science, educational psychology, or similar field preferred.
• Understanding of industry learning trends and best practices and adult learning theory.
• Experience delivering training in a variety of delivery modalities (virtual, direct/experiential, instructor-led, remote classroom, synchronous/asynchronous) for a variety of audiences.
• Proven experience in facilitating programs both in-person and virtually.
• High-level proficiency in Microsoft Office: Word, Excel, PowerPoint, SharePoint, Visio, etc.

EDUCATION/EXPERIENCE REQUIREMENTS: 4-Year College Degree (BA, BS) and4-6 years' experience

WORK ENVIRONMENT

• Required Travel: Up to 20% travel
• Prolonged sitting at desk and working on computer.
• Classroom facilitation

COMPENSATION: The recruiting base salary range for this full-time position is $67900 - $76000 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. (Internal Job Grade: P2 EXEMPT) In addition to competitive salary, Subaru offers an amazing benefits package that includes:

• Medical, Dental, Vision Plans
• Pension, Profit Sharing, and 401K Match Offerings
• 15 Vacation days, 9 Company Holidays, 5 Floating Holidays, and 5 Sick days.
• Tuition Reimbursement Program
• Vehicle Discount Programs
• See our Careers landing page for additional information about our compensation and benefit programs.