Culture Manager, Training Manager, Trainers

HomeSafe Alliance is the single global household goods movement manager of over 300,000 Military Household Goods moves per year for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families.

The vision for Customer Care is to transform the military move experience as a centralized support resource; delivering timely and trusted information and advice, peace of mind, and exceptional service to customers and business partners, until all belongings are home safe.

The Culture Manager will be a member of the Employee Experience Team supporting the Customer Care Contact Center and will support the delivery of exceptional experiences for both employees and customers. The Culture Manager will hire and lead a small team and be responsible for communications, employee engagement, and career development as we grow to a 300+ employee virtual contact center. This role will partner closely with Care Center Customer Experience and Performance Optimization teams and the broader leadership team to build a model culture of trust, inclusion, feedback, and recognition. An exceptional Employee Experience leads to an exceptional Customer Experience, and the Culture Manager will both establish strong foundations of and continually improve upon our winning culture where employees want to work, contribute, and thrive.

Responsibilities

• Establish and align the organization’s Mission, Vision, and Values.
• Be intentional with developing a diverse and inclusive work environment that inspires employee engagement and enhances culture to improve the overall employee experience.
• Create feedback and engagement mechanisms that connect everyone to the mission and continuous improvement such as focus groups, voice of the employee surveys, etc.
• Be a leader modeling trust-building behaviors and elevate trust throughout the organization.
• Oversee the creation and improvement of multi-mode communication mechanisms including team and town hall meetings, periodic and ad hoc newsletters, change management and crisis communications, and other internal communications platforms.
• Partner with HR and IT to ensure a seamless onboarding experience for new employees.
• Oversee planning and execution of teambuilding and fun events and activities.
• Build, lead, and coach a small team accountable for Employee Engagement, Communications, Career Development, and Culture.
• Perform other duties as assigned
• Assist with Career Development for general and high-potential employees, including Individual Development Plans, career planning, professional learning resources, mentoring, incentives, resume/interview preparation.
• Develop and oversee a Culture Strategy that supports a collaborative and communicative environment, ownership through robust feedback mechanisms, meaningful development and professional goal achievement, recognition, and fun.
• Contribute to the development of business requirements for the systems and technology that enable and support Employee Experience.
• Measure employee engagement strategy effectiveness and continually improve.
• Create and execute recognition programs including peer-to-peer and performance recognition, milestone celebrations, and friendly competitions.
• Oversee content creation and maintenance of our Contact Center Intranet site.
• Advise and coach both direct reports and the broader leadership team on communications norms and best practices.

Qualifications

• Demonstrated capability to navigate in fast-paced environment and prioritize tasks with competing deadlines.
• 2 years of developing and/or facilitating Employee Engagement/Employee Experience initiatives in a contact center environment
• Bachelor’s degree, or equivalent combination of work experience, education and training in lieu of degree
• Exceptional communicator that can deliver clear and compelling oral and written messages, flexing to meet the needs and styles of varied audiences.
• 5 years of progressive levels of responsibility in a contact center environment
• Proven ability to build collaborative relationships and inspire highly engaged teams in a geographically distributed/remote environment.
• Experienced with Microsoft Office Suite.

PREFERRED

• Experience implementing new employee experience programs
• Experience with military or relocation moves
• Familiarity with the Trust Pyramid model.
• Military experience and/or immediate family member of a military member while active duty.