Training Director

About Wonders

Wonders is a restaurant technology startup based in New York City. Built by former restaurant operators and technologists, we provide tools to help independent take-out restaurants reduce staffing headaches, increase revenue, and lower costs, all at once!

Wonders Mission: To provide a virtuous ecosystem of tools and services to restaurant operators to help them be more successful. Wonders Core Values: Client Focus, People-centric, Relentlessly high standards, Delivering measurable results, Creative, Be Efficient, Be Creative, Work hard have fun. Mission: Create, promote, and foster individual and organizational effectiveness by developing an array of training programs that targets training needs based on skills gap analyses and diverse programs in support of Wonders commitment to employee development and organizational enrichment.

1. Use performance metrics to improve training needs of operations and increase client success.

2. Craft training programs that increase restaurant retention, meet mistake rate goals, achieve conversion goals, and improve customer experience.

3. Provide Cost- Effective training design to increase organizational productivity and enrichment through up-training and new hire curriculum improvements.

4. Facilitate a wide variety of training programs that enhance the effectiveness of the organization’s workforce. (Leadership Training through Fast Track and Mentorship Program)

What the role is about

A Training Director is responsible for designing and overseeing the use of training programs in Wonders. The director of training is involved in all aspects of designing an effective training curriculum to selecting trainers to facilitate those programs. A director of Training and Development typically has a wide range of responsibilities, which includes:

● Develop, facilitate, and supervise all learning programs and courses within Wonders Organization that fall under the following domains:

      ○ New Hire Training (T1)

      ○ Upskilling Training- T2, T3 and Party Orders

      ○ Mentorship Program

      ○ Restaurant Management- POS/Menu Review, Restaurant Classification, Assessment, Material creation and Movements.

● Design employee training programs that align with the company goals.

● Oversee the creation of training modules, classroom/OJT activities and other materials needed to deliver training sessions.

● Coordinate with the Engineering team to provide the right tools for training.

● Maintain records of all training activities and agent performance reports during classroom and OJT activities.

Personal Traits

● A-player

● Strategic Agility and Forward thinking

● Innovative

● Excellent in managing business change

● Calculated Risk Taker

● Advocate for People development

● Attention to detail

● Results Driven

To be successful in this role, you should have an in-depth knowledge of the domain and business. May it be product knowledge, sales training, or soft skills training. You must be well versed and certified to take orders yourself. You need to be constantly in the look out for existing gaps in the business and think of ways to bridge them with the latest tools, training, and assessment methods (surveys, FGDs, individual assessments, etc.) You must have exceptional leadership, communication, years of management experience, and a belief in developing the skills and talents of others. Be willing to roll up your sleeves and lead by example. You also need experience in identifying and navigating organizational changes, and an above average emotional intelligence.

Responsibilities:

● Leads and conducts the training needs analysis to ensure that the learning requirements are fully implemented amongst the agents of all the respective tiers.

● Oversees the design and development of training programs and reviews the module content to ensure that all requirements from the training needs analysis will be addressed.

● Reviews the implementation of the training programs and reviews the efficacy of the learning methodology used to improve agent certification and speed to competency.

● Facilitates trainings that are targeted towards the development of the training group, based on their needs and performance.

● Reviews all running training programs to ensure that they meet operational standards.

● Directs the implementation of the training programs and reviews the efficacy of the learning methodology used.

● Provides and ensures high quality of customer service to both internal and external clients.

● Builds relationships with stakeholders to manage the delivery of a consultation process in line with future strategies.

● Oversees the creation, development, update and audit of work processes, workflows, and instructions.

● Reviews processes and proposes recommendations for improvements. (i.e. Improvements in the reporting system, controls and operations processes and matrices; improvements on efficiency, productivity, training tools, savings and margin, etc.).

● Coordinates closely with other division/department heads to ensure efficient and effective implementation of all administrative and Operations services.

● Coordinates with superiors and colleagues regarding daily activities for proper endorsement and completion of tasks.

● Works closely with the WF team to meet the required staffing distribution for each tier.

● Oversees the creation, development, update, and audit of work processes, workflows, and instructions.

● Spearheads process reviews and brainstorming for various continuous improvement initiatives and projects to improve agent performance and meet the through put goal.

● Leads the team in developing and achieving S.M.A.R.T goals, objectives, and specific procedures in collaboration with the team

● Presides and/or mediates meetings and discussions to facilitate the completion of group goals or special projects.

● Disseminates and implements organizational and developmental changes to the group.

● Develops effective performance management tools that assist in analyzing the group's performance in terms of productivity, quality, and customer satisfaction.

● Provides direction and effective assessment on the competencies of leaders in designing succession plan, career path and development maps that capitalize on strengths and improve gaps in the current and future roles.

● Creates monitoring and evaluation tools/systems to effectively evaluate and track activities and performance

● Leads the team in directing and achieving objectives and targets ensuring completion of OKRs and performance appraisals within the set appraisal period.

● Sets department or unit goals and strategies where structures and parameters are provided for top-down guidance/direction, nature and scope, and loss goals and strategies

● Understands the business in terms of strategic objectives and develops operational plans to promote seamless alignment of organizational goals and visions across different units or departments.

● Initiates the change process and leads the planning, implementation and maintenance of initiatives that promote agent speed to competency, customer satisfaction and client retention.

● Applies in depth understanding of the organization's resources (e.g. financial, supplies, equipment, manpower, etc.) and provides assessment to manage financial impacts (both negative and positive).