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Training Specialist

Job Location Minneapolis, Minnesota


Sleep Number is an innovation leader in sleep with a distinct brand personality and high standards of executional excellence. The Training Specialist I will be responsible for engaging adult learners through the development and delivery of functional, technical, and soft skill training of customer service representatives in new hire classroom training and continued new hire training post classroom.  This person is key to the successful onboarding of new hires and the ongoing skill development of agents to elevate the customer experience.


  • Leads Customer Service new hire classroom training including pre-class administration, new hire classroom training, and post-class administration.
  • Lead the Customer Relationship Center new hire classroom training program inclusive of the development and delivery of training content as well as leading the mentoring programs that support continued learning beyond the classroom.
  • Own the Training Assistant program; managing all program logistics as well as leading, providing feedback and further developing the skill sets of the selected Training Assistants.
  • Evaluates effectiveness of new hire classroom training, solicits feedback, and makes recommendations for improvements.
  • Partner with Customer Service leadership, Human Capital, Training, and Subject Matter Experts to ensure a seamless onboarding experience for new hires.
  • Ensure completion of CRC Learning Path 2 post classroom training activities.
  • Manages project timelines and coordinate with team members and partners to meet project deliverables.
  • Executes Customer Service training initiatives as assigned.


Experience, Education & Certifications:

  • Bachelor’s Degree in Business Management, Organizational Development, or related degree preferred
  • 2+ years in a Customer Service role
  • 1+ years classroom training experience

Knowledge, skills & abilities:

  • Experience with public speaking, delivering stand up classroom training and coaching.
  • Excellent written and verbal communication skills. Ability to communicate relevant information to all levels of the organization.
  • Excellent creative and analytical skills and the ability to convert information and needs into practical training deliverables
  • Detailed knowledge of adult learning principles and theories.
  • Strong consulting capabilities with effective interpersonal communication skills.
  • Highly organized and ability to prioritize.
  • Passionate dedication to the delivery of consistent and unparalleled customer experience.
  • Self-starter who possesses exceptional project and time management skills and has great attention to detail.
  • Is open to, proactively asks for, and acts on feedback received.
  • Works well independently and as a member of a team.
  • Global thinker who performs well in high-pressure situations in a fast-paced, sometimes ambiguous environment.
  • Nimble and embraces change enthusiastically.
Sleep Number is an equal opportunity employer, committed to recruiting, hiring and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental, communicative or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.
Job ID 2019-20479
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  • Training / Sales Operations, Minneapolis, Minnesota, United StatesRemove