Offer summary

Qualifications:

Bachelor’s degree in Business, Science or related field, 1-3 years of experience in training development and/or communication, Proven experience in knowledge management and content creation, Proficient in Microsoft Suite and experience with Salesforce is preferred..

Key responsabilities:

Collaborate with subject matter experts to create and maintain accurate knowledge articles.

Develop and deliver training materials for users on accessing the knowledge base.

Implement and maintain search optimization strategies for the knowledge base.

Conduct training sessions and onboarding classes to help team members achieve performance objectives.

Job description

Job Level:

Technical Leadership-T1

Job Description:

Pet Owner Learning Specialist

The Pet Owner Learning Specialist will be responsible for building, maintaining, and optimizing our knowledge base, ensuring accurate, relevant, and easily accessible information for our Nutritional Advisors. You will work closely with subject matter experts, product teams, and other stakeholders to create and manage knowledge articles, ensuring a positive self-service experience.

What are we looking for?

Minimum

Bachelor’s degree in Business, Science or related field
1-3 years of experience in training development and/or communication
Proven experience in knowledge management, content creation, or a related field
Proven track record bringing vision and story to life. Through presentation and collaborative relationships
Proficient in Microsoft Suite

Preferred

Experience using Sales Force Administrator or Developer certification
Ability to think critically, recognize and anticipate problems (both technical and operational), and identify and implement the best solutions in a timely manner
Ability to thrive in an ambiguous environment

What will be your key responsibilities?

Collaborate with subject matter experts to create and ensure knowledge articles are up-to-date and accurate. Develop and deliver training materials for users on how to access and utilize the knowledge base.
Organize and categorize knowledge articles within the Salesforce Knowledge platform and identify areas for improvement. Implement and maintain search optimization strategies for the knowledge base.
Maintain proficiency and accuracy of knowledge materials in key systems ensuring agents are trained in best practices. Identify opportunities for technology upgrades in quality tools and collaborate with project managers quarterly to improve interaction management.
Conduct training sessions to help team members achieve performance objectives by collaborating with Team Leads and Line Managers to identify skill gaps and development opportunities.
Ensure timely preparation and execution of onboarding classes. Conduct knowledge assessments, shadowing reviews, and feedback sessions to refine content based on new hire performance. Partner with Line Managers for regular reviews and detailed reporting on onboarding effectiveness. Develop and maintain a standardized approach to training onboarding and feedback.

What can you expect from Mars?

Work with diverse and talented Associates, all guided by The Five Principles.
Join a purpose driven company, where we are striving to build the world we want tomorrow, today.
Best-in-class learning and development support from day one, including access to our in-house Mars University.
An industry competitive salary and benefits package, including company bonus.
Orgnaization with strong focus and encouragement for individual persona and professional development and growth. Opportunities to grow within role and explore all that our global organization has to offer.

Find out more about what Mars can offer you by visiting our Global Careers site.

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Skills:

Action Planning, Commercial Acumen, Customer and Market Analysis, Customer-Focused, Data Collection and Analysis, Masters Service Conversations, Planning and Organizing, Policy and Procedures, Strengthens Customer Connections, Verbal Communication

Competencies:

Collaborates, Communicates Effectively, Customer Focus, Ensures Accountability, Manages Complexity, Optimizes Work Processes, Plans and Aligns

The base pay range for this position at commencement of employment is expected to be between the below range, however, base pay offered may vary depending on multiple individualized factors, including but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, if eligible, including variable pay & general allowances (depending on the position and employee’s work schedule). Subject to the terms and conditions of the applicable policies and plans then in effect, and depending on the position offered and the employee’s work schedule (i.e., part-time schedule), eligible employees are automatically enrolled in a 401(k) plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents, and may be eligible to take up to 18 weeks of paid parental leave. Employees will also receive the following paid-time off (which may be prorated based on start date and the employee’s work schedule): 120 hours of vacation per year, paid sick time for eligible Associates of 100% pay continuation for a maximum of 40 hours per calendar year, and 12 paid holidays throughout the calendar year that include both fixed and flexible holidays.

USD 69,926.00 - USD 96,148.00

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