Customer Service Training Development Manager Jobs

Overview & Benefits

Oakland County is more than just a workplace. It is a place where you can make a real difference. As one of Michigan's leading public service organizations, we are committed to strengthening communities, delivering essential services, and improving the quality of life for nearly 1.3 million residents.

When you join our team, you become part of a mission-driven workforce guided by integrity, innovation, and a passion for public service. We offer competitive pay, comprehensive benefits, and the opportunity to do meaningful work that matters. Apply today and help shape the future of Oakland County, where we are All Ways Moving Forward.

For more information about Oakland County benefits and employee perks, please visit:

https://www.oakgov.com/government/human-resources/benefits/new-hire

General Summary$70,603 - $94,595
This position is on-site
Are you passionate about developing employees and strengthening the quality of care provided to vulnerable youth? Join Oakland County Children's Village and lead training and staff development for employees serving abused, neglected, and delinquent youth in a 24/7 child-caring environment.
What You'll Do
- Assess training needs and identify knowledge and skill gaps across all levels of Children's Village staff.
- Design and deliver engaging training courses in both e-learning and in-person formats.
- Develop learning curricula, leadership development programs, and behavior-based instruction for diverse staff audiences.
- Establish consistent training practices and effective delivery methods that support divisional goals.
- Ensure training programs comply with standards established by the Division of Child Welfare Licensing (DCWL) and other regulatory entities.
- Collaborate with colleagues on division-wide initiatives and identify opportunities for the continued development of employees, leaders, and teams.
- Use countywide and department-specific software to develop, manage, and document training activities.
- Adjust your schedule as needed to provide training to employees working afternoon, midnight, evening, or weekend shifts.
Why You'll Love It Here
- Make a meaningful impact by equipping employees with the skills and knowledge needed to provide safe, consistent, and compassionate services to youth.
- Shape training programs that strengthen staff performance, leadership capabilities, and regulatory compliance.
- Enjoy a dynamic role that combines instructional design, facilitation, assessment, and organizational development.
- Collaborate with professionals who are committed to employee growth and improving outcomes for children and families.
- Apply your creativity and expertise to develop learning experiences for employees across multiple roles, shifts, and experience levels.Minimum Qualifications

EXPERIENCE, TRAINING, KNOWLEDGE, SKILLS & ABILITIES

REQUIRED MINIMUM QUALIFICATIONS
1. a. Possess a Bachelor's Degree from an accredited college or university with a preferred major in Training & Development, Human Resource Development, Instructional Design, Education, Public Administration, Business Administration, or a closely related field of study.
b. Have had at least three (3) years of full-time work experience in the coordination, administration, development and/or presentation of training programs, or experience as a trainer in a juvenile detention/corrections facility;

OR

2. a. Possess an Associate's degree or equivalent education from an accredited college or university with a preferred major in Training & Development, Human Resource Development, Instructional Design, Education, Public Administration, Business Administration, or a closely related field of study.
b. Have had at least five (5) years of full-time work experience in the coordination, administration, development and/or presentation of training programs, or experience as a trainer in a juvenile detention/corrections facility;

OR
3. a. Be a high school graduate or have a certificate of successful completion of the General Education Development (G.E.D.) Test.
b. Have had at least seven (7) years of full-time work in the coordination, administration, development and/or presentation of training programs, or experience as a trainer in a juvenile detention/corrections facility

NOTE: A Master's degree in one of the fields above may be substituted for one (1) year of the work experience described above.

ADDITIONAL DESIRABLE QUALIFICATIONS

• Considerable ability to present ideas effectively orally and in writing.

• Reasonable knowledge of facilitating training in a juvenile detention or correctional facility.

• Certified Professional in Training Management (CPTM).

• ATD Certified Professional in Learning/Performance (CPLP).

• Strong knowledge of instructional design processes and strategies including standards for planning and implementing instructional design and development, instructional technology media and materials development and implementation principles and curriculum standards, and assessments.

• Strong knowledge of behavior-based adult learning best practices including adult learning theory, learning styles, writing, and measuring effective objectives.

• Considerable communication skills to effectively communicate with all levels within the organization.

• Considerable ability to establish and maintain effective working relationships with other employees, department/division managers, and the general public.

• Exceptional time management skills with the ability to coordinate multiple, sizable projects.

• Reasonable knowledge of research methods and statistics.

• Reasonable ability to exercise sound judgment and initiative in analyzing problems and recommending solutions.

• Reasonable ability to utilize personal computer programs and other data processing capabilities. Familiar with current word processing, spreadsheet, database, e-mail, and Internet software.

• Reasonable ability to perform a variety of assigned tasks and meet deadlines.

• Some knowledge of principles of governmental organization and administration.

SPECIAL REQUIREMENTS

• Must obtain and maintain valid instructor certificates in Cardiopulmonary Resuscitation (CPR) and CPI Crisis Prevention Institute (CPI).

• Must submit to immunizations as requested by the Department of Health & Human Services and to periodic tuberculin skin tests or chest x-rays at County expense.

• Before beginning employment, candidates will be required to provide Children's Village with documentation from the Michigan Department of Human Services that they have not been named in a central registry case as the perpetrator of child abuse or child neglect. In addition, applicants being considered for hire will be asked to sign a form authorizing Children's Village to request and receive a criminal history check in accordance with the privacy act of 1974.

• Applicants for positions at Children's Village will not be considered if they have been convicted of either of the following:

(a) Child Abuse or Neglect.
(b) A felony involving harm or threatened harm to an individual within the 10 years
immediately preceding the date of hire.

SUPERVISION EXERCISED

• Serves in a leadership capacity, coordinating the workflow of staff in the delivery of training services to Children's Village employees. Works closely with Division Manager and Administrators to resolve issues. May directly supervise interns or support staff as assigned.

ESSENTIAL JOB FUNCTIONS

• Assesses training needs for new and existing employees through surveys, interviews, focus groups, manager consultation, subject matter expert (SME) consultation, and client groups.

• Confers with management to clearly identify training needs based on projected goals, processes, changes, and other key division factors.

• Designs, develops, and provides new hire orientation and training and staff development programs for all Children's Village staff, while utilizing knowledge of effectiveness methods, for classroom training, virtual training, demonstrations, on-the-job training, workshops, conferences, and group meetings.

• Develops instructional strategies, course materials, assessment techniques, and appropriate integration of instructional technologies and best practices for all learning events within Children's Village.

• Analyzes participant feedback/behaviors to evaluate learning programs for desired outcomes. Utilizes feedback to initiate programs changes, refinements, and improvements. Provides post-training follow-up and learner desk-side support as needed.

• Researches, makes recommendations, and facilitates learning best practices, talent management, leadership development, instructional resources, and instructional technologies.

• Arranges for outside speakers to assist with and/or conduct County sponsored training sessions.

• Oversees the room preparation for in-house training, arranges for supplies and equipment and ensures the room is cleaned at the end of training session.

• Tracks training requirements set by DCWL and other regulatory entities, as well as all training and training hours received, to ensure all staff are up-to date and in compliance.

• Stays up to date on changing state laws and industry trends related to justice, child welfare, and other related topics while utilizing the most effective and up-to-date methods with assessing Children's Village training gaps.

• Regularly attends treatment team meetings to provide updates on policies and training. Provides and receives employee feedback.

• Drafts policy recommendations for review by Children's Village Administration and develops procedures which implement approved policies. Arranges for prompt quarterly and other unit reports.

• Assists with development, revision, and transition of policies, practices, and procedures within Children's Village.

• Receives and reviews changes and new requests for training throughout the year. Recommends approval or denial of requests, taking into consideration the appropriateness of the training and availability of funding.

• Evaluates and selects outside venders to conduct training programs for Children's Village employees.

• Reviews and approves payment requests from division and vendors for training services rendered. Monitors the training budget to ensure that requests for payment are within allocation and coordinates the processing of payments with the Purchasing and Fiscal Services divisions.

• Receives and reviews budget requests for training funds to cover in-house training and/or outside contracted training programs for all Children's Village division.

• Participates in Quality Assurance projects and initiatives to evaluate the effectiveness of training and promote continuous quality improvement that supports division goals.

• Recommends appropriate training programs to receive funding and prepares and submits the biennial In-Service Training budget to the division manager for review.

• Utilizes current countywide and/or department specific software to complete assignments.

ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS

• Ability to communicate to accurately convey information using tact and diplomacy.

WORKING CONDITIONS

• Work is performed in a typical office and/or classroom environment.

• May come into contact with people who could become confrontational.

• May be required to travel to other locations during the course of work.

IMPORTANT NOTE: The primary purpose of this job description is to set a fair and equitable salary range for this job classification. Generally, only those key duties necessary for proper job evaluation and/or labor market analysis have been included. Other duties and responsibilities will be assigned by the supervisor.

Additional Minimum QualificationsUnion*BU85 - United Auto Workers (UAW) Local 889: Public Services Non-Supv (UAW)

*If applicable

EEO Statement

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, gender identity, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.

Inclusion Statement

Oakland County is committed to welcoming applicants from all backgrounds, including those with prior convictions, as we believe in providing equal opportunities for all. We value the unique perspectives and experiences each individual brings to our team and are dedicated to fostering an inclusive, supportive workplace. If you have the skills and qualifications for the position, we encourage you to apply. All candidates are evaluated based on their ability to meet the job requirements, legal obligations and thrive in our organization. All ways, MOVING FORWARD.