Job Description - Director of Training & Development
Director of Training & Development ( Job Number: 2013470 )
At ADT, we’ve been in the business of helping save lives for
more than 145 years. As the number one smart home security provider
serving residential and business customers, our people are our most
important asset. Headquartered in Boca Raton, FL and at more than
200 locations across North America, our employees help empower our
customers to live more secure and confident lives. Join our team
and help us protect what matters most. For more information,
visit www.adt.com or follow us on Twitter , LinkedIn , Facebook and
This position will serve as part of the strategic leadership
team for Commercial Customer Care Operations, responsible for the
transformation and execution of frontline training; development,
definition and monitoring of customer experience; employee and
leadership engagement programs; measurement of customer experience;
process and policy excellence. Incumbent will provide professional
and technical leadership to develop and execute comprehensive
training programs that are in line with the overall strategic
initiatives of the Customer Care organization. They will design and
develop customer experience compliance, monitoring, and coaching
standards for front line agents as well as ongoing support of the
Customer Care Leader Certification program. This position requires
a strong, consultative leader with significant expertise in
training in a call center, superb facilitation and instructional
design and development skills, as well as a strong operational,
results-focused orientation to build and lead a learning
environment that is integrated with business priorities and tied to
achievement of strategic initiatives. Creates and personally
implement new approaches to effectively using every available
facilitation channel and resource, including innovative new
approaches to technology and a variety of platforms to enhance
curriculums and programs when necessary. Responsible for developing
strong business relationships with each director in the Customer
Care Organization for purposes of driving training and customer
Customer Care Training:
Works closely with Sr Director Customer Experience & Strategy,
and Center Leadership to develop and standardize Training and
Development for entire Customer Care organization (Leaders and
Design and develops employee engagement programs to maximize
employee retention, career pathing, leadership development, and
promotion of the customer obsessed culture
Leads a team of training and professionals across multiple
locations to develop and deliver performance and solutions that
improve the productivity of all employees in the Customer Care
Direct and consult with Customer Care management and training
teams; build and maintain solid working relationships with all
levels of management including center directors to maximize center
Manage and lead the direction of the training leadership teams
in the Customer Care organization.
Develop new training programs for ADT Commercial Customer Care
personnel by utilizing adult learning theory for overall training
Assesses the learning/training needs and performance gaps
(opportunities) for the organization. Proposes and develops plans,
programs and interventions to address specific needs and partners
with business leaders to solve performance issues.
Customer Experience Monitoring and Compliance:
Works with Sr Director Customer Experience & Strategy to lead
and develop the overall Customer Engagement and Quality Program for
all of Customer Care.
Monitor effectiveness of existing quality management system and
identifies and wins support for improvements to the system that
will have broad application across the organization.
Direct the accomplishment of key Continuous Improvement (CI)
initiatives to accomplish key business goals and deliver
significant OI savings to ADT.
Identify, design, and introduce new methodologies, tools, and
techniques to CI Culture and quality management system that improve
the ability to provide value in the marketplace.
Stay current on industry trends and quality management in
general to keep ADT ahead of the curve on quality initiatives.
Overseeing all aspects of the Contact Center Compliance and
Coaching program; s/he will lead a geographically dispersed team
responsible for designing and delivering compliance and coaching to
multiple groups within the ADT Call Center Organization.
Process and Policy Excellence:
Develops key relationships and works cross functionally in the
organization to understand and drive operational impacts to the
Customer Care Organization in terms of process, policy, training,
and communication impacts.
Measure and manage cross-functional performance against business
Bachelor’s degree in a social science, education, business
administration or closely related field required. Professional
training certification desired with graduate degree in related
Minimum of 10 years of training management experience, call
center experience required. Multi-divisional experience at ADT,
with a strong working knowledge of all field, corporate, and
technical operational facets. 5+ years of experience managing
direct reports including remote employees.
Skills and Competencies:
Familiarity with the methods and principles for designing
programs to teach, train and instruct both groups and individual
adult learners, including the means of assessing the effects of
Strategic business focus required. Must be able to lead
best-practices in process and standards.
Experience in subscriber based business and operations, customer
service/call centers, preferred.
Strong project planning and management skills are required
paired with the ability to break down complex problems into
manageable goals. Ability to translate strategic objectives/intent
into tactical training plans.
Demonstrated ability to synthesize a broad range of stakeholder
input to present recommendations that guide decision-making by
Ability to prioritize efforts and organize resources within a
team to achieve business objectives. Ability to build team
cohesiveness to achieve results.
Ability to promote a shared vision and customer focus.
Facilitation, negotiation, and process management skills.
Exceptional interpersonal skills and ability to interact at all
levels of the organization and external constituencies -- SVPS,
VPS, senior leaders, industry groups, and 3rd party consultants.
Well-developed capacity for emotional intelligence.
Demonstrated skill in influence, conflict resolution, and
negotiation for mutual success.
Demonstrated skill in producing high-quality and tailored
deliverables to enable stakeholder communication and decision
Creates an environment that motivates, inspires and respects
others. Ability to drive results through accountability
Highly credible leadership presence with high standard of
integrity and professional conduct.
Advanced critical thinking that blends observation, data, and
fact-based insight with intuition and foresight.
High organization and planning skills required. Proven
track-record of meeting deadlines, performing with a high-degree of
accuracy in a fast-paced environment, handling constantly changing
priorities, and dealing well with conflict.
Ability to self-start, work independently, be versatile, and
maintain personal resiliency in a dynamic environment.
Strong problem-solving and critical thinking skills required.
Experience with business case development, financial fluency, and
interpreting data -- even when imperfect.
Solid proficiency working with standard MS Office and project
Intellectual curiosity and willingness to learn
ADT Commercial LLC is an Equal Employment Opportunity (EEO)
employer. We are committed to having a diverse and inclusive
workforce and do our best to foster a culture and environment where
every employee feels valued. Our goal is to serve our customers and
help save lives. We can achieve this goal when we have the best
talent working in an environment where employees feel included and
recognized. Visit us online at jobs.adt.com to learn more.