PVH Corp. Lead- Customer Experience (IT Training) PVH Corp. in Bridgewater, New Jersey
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Design Your Future at PVH
Lead- Customer Experience (IT Training) PVH Corp.
Lead the gathering of existing technical and business knowledge and organize content in a manner that is easy to use through Service Now. Provide direct training to IT staff and develop training plans for employee growth. Develop business facing training content to internal customer.
PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB:
Provide coaching and mentoring to IT team members to drive customer experience. Ensuring team members effectively communicate to our customers
Implement and maintain IT and customer knowledge base
Engage with other managers and teams across the organization to ensure changes are reflected in the knowledge base accurately and timely in user-friendly, accessible formats.
Participate in sessions with stakeholders in order to educate them on Knowledge Management processes, workflows and implementation frameworks. Work with team leaders and operations staff to assess and execute strategies for enhancing performance.
Translate PVH leadership’s objectives into a strategy for the knowledge management team. Develop knowledge management roadmap and communicate the strategy to senior leadership.
Plan and organize training schedules and identify different stakeholder groups.
Define KPIs for successful customer training program; homework, surveys, ongoing evaluation, and ability to prove customer skill growth.
Identify opportunities to improve user interface features, site animation, and special knowledge management features including enhancing the look and feel of the organization’s on-line knowledge management screens.
Review current training materials and update to reflect the latest processes and protocols.
Establish training materials for internal staff, that educate and equip technical teams to deliver the highest quality customer support experience.
Develop training guides, cheat sheets, training videos, webinars, and any other mediums that achieve the overall goal of informing, educating, and equipping a range of individuals about IT products and services.
Meet with team leads and key customers on a regular basis to provide direct training to drive customer satisfaction
QUALIFICATIONS & EXPERIENCE:
- Minimum of 5 years of experience in developing knowledge database with ability to educate and provide training to a wide range of associates in a manner that is easy to understand.
Bachelor’s degree is required.
Microsoft technical and ITILv3 certifications are preferred.
Demonstrate knowledge in technical enterprise customer support environments, ITIL, and industry-specific knowledge management strategies.
Ability to interact effectively at all levels of the organization; Strong customer, quality, and results orientation.
Ability to articulate complex ideas, comprehend written and verbal communications, and possess excellent presentation skills.
It is the policy of PVH Corp. to ensure equal employment opportunities to all qualified persons without regard to race, gender, religion, age, national origin, citizenship status, disability, qualified veteran status, marital status, or sexual orientation.
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With a history going back over 135 years, PVH has excelled at growing brands and businesses with rich American heritages, becoming one of the largest global apparel companies.
We are over 35,000 associates operating in over 40 countries and $8.2 billion in 2016 annual revenues. We own and market the iconic CALVIN KLEIN, Tommy Hilfiger, Van Heusen, IZOD, Arrow, Speedo*, Warner's, and Olga brands and, in addition, market a variety of goods under our own and licensed brands.
*The Speedo brand is licensed for North America and the Caribbean in perpetuity from Speedo International, Ltd.