Training Manager (Learning & Development)

About the role

The Training Manager (L&D Manager) will play a pivotal role in elevating service quality and performance standards across the NYC chauffeurs. This role offers the opportunity to shape and elevate the standard of luxury service within Wheely. A successful candidate will deliver engaging training and coaching to chauffeurs, ensuring they consistently meet Wheely’s service standards. They will monitor the quality of the fleet and take action where necessary providing feedback and coaching chauffeurs - helping them to achieve the Wheely Standard in the service levels they provide to passengers.

What you will be doing

• Be responsible for the delivery of training for Wheely chauffeurs in providing a five star luxury customer experience. You will need to be engaging, credible and an exceptional facilitator to embed knowledge & hone the skills of the team.
• You will also be responsible for maintaining content & the creation of country specific learning initiatives.
• Monitor passenger feedback to ensure an exceptional level of service is consistently being provided, preparing reports on trends where required.
• Conduct investigations into incidents, producing unbiased reporting of each situation with recommended outcomes.
• Provide effective feedback to chauffeurs to improve performance.
• Assess chauffeurs against Wheely Standards through vehicle checks.
• Provide effective feedback to chauffeurs to improve performance.
• Support in building the feedback loop between quality, customer service, training and operations to continuously improve standards.
• Partner with peers in other regions to continuously improve the processes, ensuring the passenger expectations are consistently being exceeded.

Requirements

• Passion for engaging facilitation & training others.
• 3+ years of experience in a specialised Training role.
• Successful track record of delivering engaging training and development programmes with an emphasis on meeting exacting standards that will be valued by customers.
• Be an expert in MS Powerpoint/ Google Slides.
• Desired experience in Articulate 360 suite.
• Minimum 2+ years of relevant experience in a customer-facing environment, preferably luxury industry.
• Thorough when investigating an incident, operating with a sense of urgency to ensure problems are solved.
• Delivers feedback with radical candour, not afraid to give difficult feedback.
• Tenacious in maintaining standards with exceptional attention to detail.
• Passion for developing others and bringing out the best in people.
• Exceptional communication skills, both verbal and written.
• Basic data skills, ability to create, maintain, enter, analyse and act upon data.
• Experience using tools like Intercom, Atlassian, and Aircall is beneficial.
• Passion for luxury vehicles and a knowledge of their specifications is a plus.

What we offer

• Competitive salary and equity package.
• Medical insurance.
• Monthly credit for journeys with Wheely.
• Professional development subsidies.
• Best-in-class equipment.
• This is an office-based role located in NYC. Wheely has an in-person culture but allows flexible working hours and work from home when needed. In most cases, we expect team members to be in the office at least four days a week.