Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What's Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around.
The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.
Holman is looking for a Director - Call Center & Client Relations Training to oversee design, and execution of a learning strategy for internal customer service groups. This person will lead and oversee all the onboarding programs, and develop and deploy relevant, targeted, and timely communication strategies to build awareness and amplify learning among new partners and leadership.
What will you do?
Analyze the effectiveness of the training curriculum and implement changes if needed
Coordinate with leadership to identify training objectives and schedule accordingly
Develop methodology to monitor and ensure partners are performing job functions as outlined in the training process
Facilitate the growth and professional development of leadership team
Lead and develop the team of learning professionals to develop innovative learning solutions for all employees that ties to the Holman Way
Foster a culture of continuous learning and enthusiasm
Develop a multi-year strategy and roadmap for employee development efforts, that is supported by key partners
Create sustainable and scalable, well managed learning programs and processes
Prioritize learning efforts and effectively allocate resources
Define the competencies and skills required for CR partners including leadership.
Analyze skills gaps and design training programs that empower employees with specific knowledge and skills that drive increased performance.
Manage Training budget to efficiently allocate resources and define a calendar of classroom training, travel schedule for training, and additional supporting materials.
Adapt pragmatic and engaging training modules and tools for all partners, targeted to modern learning styles, methods & techniques especially: in Customer service training.
Manage and foster a digital self-learning culture via training apps, monitoring usage, determining learning goals, and managing all back-end operations.
Collaborate with other departments to support training in their respective fields
Observe trends and best practices to learn new strategies and proactively partner with sales team on suggestions based on market trends.
Analyze available data to support defining strategies to develop long lasting client relationships and keeping a client retention mindset.
Lead and oversee all the onboarding programs, and develop and deploy relevant, targeted, and timely communication strategies to build awareness and amplify learning among new partners and leadership.
Craft compelling, highly visible learning experiences using instructional design and design thinking principles (i.e. facilitating needs assessments and skills gap analysis; blended learning experiences and training materials in a variety of delivery modalities) using tools and methods to assess engagement, knowledge transfer, and application.
What are we looking for?
Bachelor's degree in a related field required, Master's preferred
Proficient in various desktop tools including MS Office Programs (i.e. Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint etc.)
8+ years' experience, including 5+ at a leadership level; multiple levels of reporting relationships strongly preferred
Extensive knowledge and experience within own function and general knowledge of areas, departments and/or function(s) within and across other disciplines
Manages a departmental sub-function within a broader departmental function
Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure
Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function
Optimizes the talents of team members for the strategy of the business
Successful team building
Establishes measurable results, objectives and milestones for self and others
Develops frameworks for measurements and reports on results
Develops successors and talent pools
Excellent organizational skills and attention to detail
Excellent time management skills, with a proven ability to meet deadlines
Excellent analytical and critical thinking skills.
Ability to prioritize tasks and to delegate them when appropriate
Adjusts quickly to new or changing work environment
Directs the allocation of resources
Influences or provides input to forecasting and planning resources; may manage allocated budget
Decisions are guided by discipline and/or business strategies and priorities
Superior verbal and written communication skills
Excellent interpersonal, counseling, and negotiation skills
Excellent presentation skills
Effectively coaches, gives performance feedback and provides development opportunities within related multiple areas or departments and/or function(s)
Inspires teams' success by creating the right working climate
Interaction with others requires understanding, influencing and supporting people, through applying technical knowledge or rational arguments, aimed at causing action or acceptance by others
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At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That's why we are listening, open to learning new things - about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It's The Holman Way.
At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement. Below is a brief overview of the programs available to full-time employees (programs may vary by country or worker type):
Health Insurance
Vision Insurance
Dental Insurance
Life and Disability Insurance
Flexible Spending and Health Savings Accounts
Employee Assistance Program
401(k) plan with Company Match
Paid Time Off (PTO)
Paid Holidays, Bereavement, and Jury Duty
Paid Pregnancy/Parental leave
Paid Military Leave
Tuition Reimbursement
Benefits:
Regular Full-Time
We offer excellent benefits including health, vision, dental, life and disability insurance, and 401(k) with company match. Our time off benefits include Paid Time Off (PTO), paid holidays, bereavement, and jury duty. In addition, we offer paid pregnancy and parental leave, and supplemental paid military leave to eligible employees.
Click here for Washington State benefit information.
Temporary or Part-Time
In geographic areas with statutory paid sick leave, part-time and temporary employees will receive a paid sick leave benefit that meets the mandated requirements.
Click here for Washington State benefit information.
Pay:
We offer competitive wages that are commensurate with job-related skills, experience, relevant education or training, and geographic location, starting in the range of $189,530.00 - $298,515.00 USD annually for full time employees. The annual compensation range is comprised of base pay and bonus earnings.
Equal Opportunity Employment and Accommodations:
Holman provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
If you are a person with a disability needing assistance with the application process, please contact HR@Holman.com
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
