Senior TrainerPosition OverviewThe Senior Trainer architects and leads the overarching customer experience and service excellence strategy across our entire trade operations. This individual contributor transforms technical service delivery into a premium brand differentiator by embedding elite, world-class hospitality standards into field and office operations.
Key Responsibilities:Strategic Architecture- Establish premier service benchmarks for all customer-facing trade and support roles.
- Assist with designing the end-to-end customer journey map from initial dispatch call to post-service follow-up.
- Collaborate with executive leadership to align service behaviors with business growth goals.
Advanced Curriculum & Soft Skills Training- Build a comprehensive, scalable curriculum for field and office staff.
- Translate luxury hospitality frameworks into practical, field-friendly communication steps.
- Develop specialized modules for defusing high-stakes escalations and premium client management.
Metrics, Accountability & Quality Assurance- Partner with Service Managers to drive customer satisfaction metrics.
- Audit service delivery via field ride-alongs, call monitoring, and "mystery shopper" programs.
- Analyze operational data to identify performance gaps and deploy targeted training interventions.
Qualifications:- Experience: 10+ years of experience in luxury hospitality management and / or training management within residential services, HVAC, plumbing, or electrical sectors. Bachelor's Degree and / or certifications in Hospitality is preferred.
- Luxury Background: Direct, verified prior employment with elite hospitality brands (e.g., Four Seasons, Ritz-Carlton).
- Service Culture: Direct, verified training or employment experience with Disney or Disney-like service culture frameworks.
- Industry: Proven success adapting hospitality principles to various industries specifically decentralized, field-based, or trade industries.
Skills:- Influence: Exceptional ability to gain buy-in and respect from seasoned trade professionals.
- Data Literacy: Strong aptitude for translating customer feedback metrics into actionable training strategies.
- Agility: Expert at pivoting training methods to support rapid business scaling or new trade lines.
