Job Description

Job Description

As innovators of premium baby gear with a timeless style, Nuna is a Global Brand, growing exponentially in the U.S. Market.

Our corporate office is in scenic Berks County, PA, while our Distribution Center and West Coast offices are in Vancouver, WA, and Solana Beach, CA.

Nuna's consistency and attention to detail in producing high-quality products for families are mirrored within the Vancouver work environment as evidenced by the inviting entryway of herringbone floors, moss sign, and brilliant lighting.

Gym facilities and a breakroom featuring a full kitchen and fireplace serve to enhance the workday. Our health and welfare benefits, like our baby gear products, are superior, boasting a $0 Copay / $0 Deductible Medical & Prescription Plan Design and a 401(k) with a 6% Employer Match.

We are currently seeking an Training and Product Expert, to join our Consumer Concierge Services department.

As a Training and Product Expert within Consumer Concierge Services team, you will collaborate closely with Specialized Workforce Action Triage (SWAT) members and engages directly with Product Managers across all brands.

Serving as the primary point of contact for product launches and updates, the Trainer & Product Expert not only attends product launch meetings but is also responsible for delivering timely and thorough training to the team on all product developments and changes. In addition, this position works alongside management and front-line agents to ensure comprehensive understanding and seamless implementation of new processes and product features.

ESSENTIAL RESPONSIBILITIES

• Act as the go-to expert for product knowledge and updates.
• Work with the team’s call center Escalation & Auditor Team Leads to prepare training for individuals and team where needed.
• Deliver targeted training sessions for new hires and ongoing development.
• Prepare and deliver weekly and monthly training.
• Deep understanding of call center workflows and procedures.
• Break down processes into teachable steps and reinforce them through repetition and practice.
• Ensure consistency in how processes are taught and followed.
• Partner with product teams to understand new features and translate them into agent-friendly materials.
• Provide real-time support to agents on product-related inquiries and features.
• Develop and maintain product training documentation.
• Create a learning platform and maintain.
• Skilled in creating engaging, modular content using basic tools (e.g., PowerPoint, Word, PDFs).
• Able to explain complex processes in simple, relatable terms and tailor training to different learning styles and paces.
• Efficiently manage training schedules, breaks, and pacing.
• Keep sessions on track while allowing time for questions and discussion.
• Balance onboarding, refresher, and ad hoc training needs.

EXPERIENCE & KNOWLEDGE

• Five (5) to eight (8) years relevant experience.
• Proven hands-on experience in delivering training and coaching within a call center environment, REQUIRED.
• Familiarity with onboarding, refresher courses, and ad hoc training ensures that learning needs are met at every stage.
• Direct involvement with product teams and management to understand new features and effectively translate them into accessible training materials for agents.
• Experience supporting agents in real time with product knowledge and troubleshooting during live operations.
• Familiarity with call center processes, including scripts, workflows, and escalation procedures, especially in environments without automated learning platforms.

SKILLS & COMPETENCIES

• Operational Acumen : Demonstrates a strong command of call center operations, including workflow management, scripting, and escalation procedures. Excels at deconstructing complex processes into clear, teachable steps, and reinforcing understanding through repetition and practical exercises, ensuring operational knowledge is translated effectively into training.
• Comprehensive Product Knowledge : Ability to quickly absorb with proficiency a thorough understanding of the company’s products and services is essential. This includes the ability to grasp new features quickly and translate them into clear, actionable content for others.
• Communication and Presentation Skills : Strong abilities in both verbal and written communication are a must. Adept at explaining complex topics in simple terms and engaging learners with varying learning styles and paces.
• Process and Documentation Skills : The role calls for skill in creating, updating, and maintaining standard operating procedures (SOPs), training guides, and other essential process documents, ensuring consistency and clarity across training materials.
• Technical Competence : Proficiency with the Microsoft Office Suite—especially Word, PowerPoint, and Excel—is required. Comfortable developing content using basic tools and managing digital documents effectively, without automated systems or LMS platforms.
• Adaptability and Proactivity :
• The ability to identify training gaps, propose solutions, and adjust approaches based on evolving team, business needs and continuous improvement.
• The ability to adapt training methods to various learning styles and manage schedules for multiple training needs at once.
• Time Management : Efficiently managing training sessions, balancing different learning needs, and keeping schedules on track while allowing for engagement and discussion are all key to success in this dynamic role.

EDUCATION

Degree

• Bachelor’s degree preferred; substantial relevant experience may substitute for formal education

Professional Certifications a Plus but not Required

• Certified Professional in Learning and Performance (CPLP).
• Train-the-Trainer Certification.
• Call Center or Customer Service Certifications: Options such as the International Customer Management Institute (ICMI) Certified Trainer or the Customer Service Institute of America (CSIA) certification can deepen industry-specific knowledge.
• Certification in Instructional Design.
• Child Passenger Safety Technician (CPST) | will train

TECHNOLOGY

Learning Management Systems (LMS)

• Proficiency with LMS platforms (e.g., SAP Litmos, Cornerstone, Docebo, TalentLMS) for course creation, delivery, and tracking
• Experience managing certifications, assessments, and training records within LMS environments

Customer Relationship Management (CRM) Systems

• Advanced proficiency in CRM systems (e.g., Salesforce, Zendesk, Oracle Service Cloud) for tracking escalated cases and documenting resolutions; experience with Zendesk preferred

Communication and Training Tools

• Experience training across multiple channels (voice, email, chat, social media)
• Proficient in Microsoft Teams, Zoom, or Webex for hosting virtual training sessions and workshops

Enterprise Resource Planning (ERP) Systems

• Navigate and operate within ERP systems to support customer service and operational workflows, SAP experience highly desirable

Office Productivity Software

• Skilled in using Microsoft Office Suite (especially Word and Outlook) for drafting formal communications and legal correspondence

Quality Assurance and Performance Tools

• Experience using QA dashboards and agent performance tools to identify training needs and measure impact

Knowledge Base Management

• Experience working with internal knowledge bases to maintain and update training materials
• Ability to train agents on how to navigate and utilize these systems effectively

Scheduling and Project Management

• Experience with training scheduling platforms or calendar tools (e.g., Outlook, Google Calendar)
• Comfortable using project management tools (e.g., Asana, Trello) to coordinate training initiatives

Technical Troubleshooting

• Ability to troubleshoot basic tech issues during training sessions (e.g., audio/video setup, access permissions)

OTHER

• Ability work extended hours as business needs warrant; may on occasion include nights and weekends.
• Travel up to 20%
• Bilingual (English/Spanish) a plus.

Applicants must be currently authorized to work in the United States on a full-time basis.

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