Bose Global Customer Service Trainer in Westboro, Massachusetts

Job Description

At Bose, we are obsessed with performance – on what matters most: The little details that make a big difference, and the big details that astonish. We’re looking for someone who’s got the talent and drive to bring that healthy obsession to life as both a trainer and a developer of web-based training content for customer service people around the world.

As a member of the Global Training team, you will develop and deliver state-of-the-art training content for both internal and external audiences. We’ll give you the guidelines- we consider our brand image in everything we do- and from there, you’re empowered to make your content come to life with immediate impact. You’ll be involved at every step of the process: Needs assessment, ideation, development, review, translation management, delivery, and evaluation.

You’ll be a member of a highly functioning, fast moving team of trainers and developers who are based all around the world, so it’s imperative that you be skilled in not only training delivery, but content development, project management, process improvement, and platform maintenance in order to continuously improve the experience for our learners across the globe.

If you have the unique blend of design chops, customer service savvy, technical acumen, and project management skills we’re looking for, then join us in our mission to educate, develop, and inspire everyone to reach their fullest potential.

Skills

Design:

  • Develop and deliver product, onboarding, and technical skills content that will be used by internal customer service agents on both desktop and mobile platforms as well as instructor-led classroom training.

  • Possess instructional design expertise in the areas of needs assessment, content development, and evaluation.

  • Advanced graphic design ability, with development expertise required with the following tools:

  • Articulate Storyline

  • Adobe Creative Suite (Photoshop, Premiere)

  • MS Office (PowerPoint) and iWork (Keynote) platforms

  • HTML and HTML5 knowledge preferred

  • Capable creative writing and copy editing skills: Draft course copy, interactive knowledge check questions, and other activities to keep learners engaged. Adapt official product-launch documentation to learner-centric formats.

Customer Service & Technical Skills

  • Research and analyze new customer service training methods to determine usability in future technical training programs.

  • Ensure all customer service and technical training content is relevant to the needs of the customer service agents, reflects Bose brand standards, and current product, marketing and engagement strategies.

  • Evaluation: Gather customer service performance data to measure success of training programs, and update content to improve effectiveness and retention.

Project Management:

  • Align schedules between translation companies and language reviewers (both internal and external)

  • The main office is located in Westborough, MA. This position will be based in Westborough.

Language Requirements:

  • Fluency in English

  • Additional language fluency a plus, with a focus on German, French, Chinese, or Japanese.

  • Bachelor’s degree in related field and/or 5 years related work experience

#li-RG1

Bose is an equal opportunity employer that is committed to inclusion and diversity. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. For additional information, please review: (1) the EEO is the Law Poster (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf); and (2) its Supplements (http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm). Please note, the company's pay transparency is available at http://www.dol.gov/ofccp/pdf/EO13665PrescribedNondiscriminationPostingLanguageJRFQA508c.pdf. Bose is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the application or employment process, please send an e-mail to Wellbeing@bose.com and let us know the nature of your request and your contact information.

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We’re a company built on disruptive innovation—having the courage to challenge the status quo, an unwavering commitment to our customers, and the fundamental belief that anything is possible. We never settle; we have a passion for discovering better ways to help people enjoy the things they love. We need people like you, people with better solutions. If you join us, you’ll find the opportunity to do your best work and the freedom to enjoy it. Here, every employee has the opportunity to build their own success and contribute to ours. It’s an atmosphere of trust, collaboration, high expectations, and great reward.