At Sonos we want to create the ultimate listening experience for our customers and know that it starts by listening to each other. As part of the Sonos team, you'll collaborate with people of all styles, skill sets, and backgrounds to realize our vision while fostering a community where everyone feels included and empowered to do the best work of their lives.Do you enjoy transforming technical information into engaging learning experiences that motivate and inspire? Do you want to enable customer experience agents to perform their jobs effectively and take on new responsibilities to advance their careers?The Customer Experience Training team partners with internal and external stakeholders (including corporate partners) to drive the development of training that enables agents to perform their job responsibilities including support of Sonos products, software, and services through positive customer interactions.This role can be done from homeBuilding the world's leading sound experience starts with the experience we provide for our people. That's why we've been distributed from the start: initially between offices in Boston & Santa Barbara, and now with additional offices in Seattle, San Francisco & Paris. This role can be done from anywhere in the United States- any of our offices, or remotely from home. It's about impact, not location.Note: The location of this position is flexible, but the hours need to have significant overlap with the EST time zone.What You'll DoResponsible for managing the consistent implementation and delivery of training and performance improvements at partner locations. Work to assess and execute strategies relating to trends, opportunities and training needs. Measure and evaluate the effectiveness of training programs delivered by others.Define requirements for becoming a trainer and ensure the partner adheres to them.Work with Instructional Designers to develop a strong train-the-trainer curriculum to prepare our partner trainers well.Support partner trainers and hold them accountable for the quality and delivery of the program by observing them, evaluating their performance, and checking in with them regularly.Manage the delivery of learning and certification programs and adherence to their proficiency guidelines; run tech sessions, administer Level 1 certification, and facilitate learning games for customer service agents.Deliver ad hoc and process improvement training as needed to relevant audiences.Assume responsibility for strict adherence to all compliance and regulatory requirements, policies and procedures.Review all new training materials in partnership with partner location, by geography, to determine if adjustments need to be made to create a localized experience.Identify opportunities and suggests improvements to current delivery methods in order to continually provide just-in-time training that reaches the agent teams consistently.Own and run project related meetings to ensure stakeholder and partner alignment.Analyze program level survey results and QA audit results to recommend program enhancements.Manage the global relationships and work in collaboration with the SMEs, Business Managers, Regional leads and Partner locations to ensure global initiatives are implemented successfully and embedded.What You'll NeedResearch shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. If you don't have 100% of the skills listed, we strongly encourage you to apply if interested.Basic QualificationsBachelor's degree or higher, preferably in Education, Instructional Design, Technology in Education, Technical Writing, or Journalism, or equivalent work experience.Exceptional communication and project management skills.8+ years experienc