Description
As a Training and Development Professional at 3M, you will have the opportunity to transition from other private, public, government or military experience to a 3M career.
The Impact You Will Make
Training & Capability Development
- Design, develop, deliver, and continuously improve training programs supporting Customer Service and customer-facing operations.
- Facilitate new-hire training, process and systems training, refresher programs, upskilling, cross-training, and other capability-building initiatives.
- Apply adult-learning principles and appropriate instructional methodologies to create engaging and effective learning experiences.
- Translate complex business processes, policies, systems, products, and customer requirements into clear and practical learning solutions.
- Develop and maintain training materials, facilitator guides, participant guides, job aids, knowledge resources, assessments, simulations, and other learning content.
- Conduct training needs skill-gap analyses using operational performance, service quality results, stakeholder feedback, customer insights, and business requirements.
- Adapt training content and delivery approaches based on learner feedback, service quality trends, performance data, process changes, and evolving business needs.
- Ensure learning content remains current, accurate, standardized, and aligned with approved processes and policies.
New-Hire Onboarding & Operational Readiness
- Support the end-to-end learning journey for new employees from onboarding through operational readiness.
- Establish structured learning plans, competency checkpoints, assessments, and readiness criteria throughout the onboarding process.
- Evaluate learner knowledge and skill acquisition through written assessments, simulations, practical demonstrations, case exercises, and other appropriate methods.
- Partner with Operations to support effective transition from training into live operations.
- Monitor early-tenure performance to identify capability gaps and opportunities to strengthen onboarding.
- Support nesting, certification, remediation, and re-certification activities where applicable.
- Analyze new-hire performance and speed-to-proficiency to continuously improve training effectiveness.
Service Quality Assurance
- Conduct structured service quality evaluations of customer interactions, transactions, cases, and other customer-service activities across applicable channels.
- Evaluate performance against established service standards, service quality requirements, processes, policies, communication expectations, and customer experience principles.
- Develop, maintain, and consistently apply service quality scorecards, evaluation criteria, and service quality-monitoring standards.
- Identify critical errors, recurring defects, process deviations, customer-impacting issues, and compliance risks.
- Ensure service quality evaluations are objective, evidence-based, consistent, and appropriately documented.
- Conduct targeted service quality reviews based on performance trends, customer complaints, process changes, or identified business risks.
- Provide timely and actionable service quality feedback to employees and operational leaders.
Service Quality Calibration & Governance
- Facilitate regular service quality calibration sessions with Operations, Training, process owners, and other relevant stakeholders.
- Ensure consistent interpretation and application of service quality standards and scoring methodologies.
- Identify areas of scoring inconsistency or ambiguity and work with stakeholders to establish clear standards.
- Support the establishment and continuous improvement of service quality governance processes.
- Present service quality trends, key defects, emerging risks, and improvement opportunities during operational and service quality reviews.
- Maintain appropriate documentation of service quality evaluations, calibration decisions, action plans, and improvement initiatives.
Performance Analysis & Root-Cause Identification
- Analyze service quality results, operational metrics, customer feedback, complaints, employee performance, and other relevant data to identify patterns and performance gaps.
- Conduct structured root-cause analysis to determine whether performance issues are driven by knowledge, skill, behavior, process, policy, system, workload, or other operational factors.
- Distinguish genuine training needs from issues requiring coaching, process improvement, system changes, management intervention, or other solutions.
- Identify recurring and systemic issues that may affect multiple employees, teams, or processes.
- Translate findings into clear, actionable recommendations for Operations and other stakeholders.
- Prioritize interventions based on customer impact, business risk, frequency, and operational significance.
Coaching & Performance Improvement
- Provide structured, evidence-based coaching to employees based on service quality evaluations, competency assessments, and performance observations.
- Deliver clear, constructive, and actionable feedback that helps employees understand performance expectations and improvement opportunities.
- Develop targeted coaching, refresher training, remediation, and reinforcement plans for identified performance gaps.
- Partner with Operations leaders to ensure appropriate follow-through on agreed improvement actions.
- Support leaders in strengthening their coaching capability and consistency.
- Monitor employee performance following coaching or training interventions to determine effectiveness.
- Escalate recurring or systemic performance issues requiring broader operational intervention.
Service Quality-to-Training Feedback Loop
- Establish a strong feedback loop between service quality, Training, Operations, and Process Owners.
- Convert recurring service quality findings into targeted learning and performance-support interventions.
- Use service quality results to continuously improve training content, onboarding programs, assessments, job aids, and knowledge resources.
- Analyze whether training and coaching interventions result in measurable improvements in service quality and operational performance.
- Identify opportunities for proactive training before emerging service quality issues become significant performance problems.
- Ensure lessons learned from customer issues, service quality defects, and operational challenges are incorporated into future learning solutions.
Training & Service Quality Analytics
- Maintain accurate reporting on training completion, assessment performance, certification, service quality results, coaching activities, and improvement initiatives.
- Analyze trends by employee, team, process, defect type, learning cohort, and other relevant dimensions.
- Develop clear dashboards, reports, and insights that enable leaders to understand capability and service quality performance.
- Track key measures such as training effectiveness, assessment results, service quality performance, recurring defects, improvement following coaching, and speed-to-proficiency.
- Connect training and service quality results to broader operational outcomes, including customer experience, service performance, productivity, accuracy, and process adherence.
- Use data to recommend priorities and interventions rather than simply reporting results.
Continuous Improvement & Change Enablement
- Identify opportunities to simplify learning processes, improve service-service quality controls, strengthen knowledge management, and enhance employee performance.
- Lead or participate in initiatives involving new processes, system implementations, product or service changes, policy updates, and operational transformation.
- Assess the training and service quality implications of business changes and develop appropriate readiness plans.
- Apply structured problem-solving and continuous-improvement methodologies to recurring performance and service quality issues.
- Support the adoption of digital learning, automation, analytics, and other technologies that improve training effectiveness and service quality management.
- Promote a culture of continuous learning, knowledge sharing, service quality ownership, and operational excellence.
Stakeholder & Cross-Functional Partnership
- Partner closely with Customer Service and Operations leaders to understand performance priorities, capability requirements, and service-service quality challenges.
- Collaborate with Supply Chain, business groups, HR, process owners, subject-matter experts, and other stakeholders to develop appropriate learning and service quality solutions.
- Communicate training outcomes, service quality findings, capability risks, root causes, and recommended actions clearly to stakeholders.
- Build strong partnerships with subject-matter experts to ensure learning and service quality standards remain aligned with current processes and business requirements.
- Influence stakeholders toward sustainable solutions rather than relying solely on retraining as the response to performance issues.
- Support cross-functional initiatives focused on improving end-to-end customer experience and service performance.