Lead Trainer (Learning & Development)

Temps plein

Wheely is not a traditional ride-hailing company. We are building a platform with user privacy at its core while successfully scaling a five-star service to millions of rides across multiple cities.

About the role

As part of the initial launch team for New York, reporting directly to the General Manager and working closely with HQ, you will launch Wheely in NYC pre-opening and after, bringing this European service to NYC, our most requested destination.

We hire extensively from the five-star hospitality sector, including the likes of Four Seasons, Jumeirah, and other luxury chains, as well as first-class teams in airlines such as Emirates and private aviation. These individuals have found success in moving fast while leveraging their hospitality experience. Our industry partnership with Forbes Travel Guide further supports our commitment to delivering world-class training and service excellence."

This is a fantastic opportunity for hospitality professionals looking to transition into the tech sector. You will enjoy more regular hours without losing the fast-paced, luxury service style way of working. In this role, you will own and oversee all aspects of Training & Quality for the market, shaping and elevating the standard of luxury service at Wheely.

A successful candidate will deliver engaging training to chauffeurs, ensuring they consistently deliver perfect journeys. They will monitor passenger feedback and manage fleet quality, taking action where necessary to ensure that every journey is beyond expectations.

What you will be doing

• Be responsible for the delivery of training for Wheely chauffeurs in providing a five-star luxury customer experience. You will need to be engaging, credible and an exceptional facilitator to embed knowledge & hone the skills of the team.
• You will also be responsible for maintaining content & the creation of country-specific learning initiatives.
• Monitor passenger feedback to ensure an exceptional level of service is consistently being provided, and prepare reports on trends where required
• Conduct investigations into incidents, producing unbiased reporting of each situation with recommended outcomes
• Provide effective feedback to chauffeurs to improve performance.
• Assess chauffeurs against Wheely Standards through mystery shops
• Provide effective feedback to chauffeurs to improve performance.
• Support in building the feedback loop between quality, customer service, training and operations to continuously improve standards.
• Partner with peers in other regions to continuously improve the processes, ensuring the passenger expectations are consistently being exceeded.

Requirements

• 3+ years of experience in delivering group/ classroom training.
• Successful track record of delivering engaging training and development programmes with an emphasis on meeting exacting standards that will be valued by customers.
• 2+ years of relevant experience in a customer-facing environment, preferably luxury industry (Luxury travel, hospitality, retail, services etc)
• Thorough when investigating an incident, operating with a sense of urgency to ensure problems are solved quickly
• Delivers feedback with radical candour, not afraid to give difficult feedback
• Tenacious in maintaining standards with exceptional attention to detail
• Passion for developing others and bringing out the best in people
• Basic data skills, ability to create, maintain, enter, analyse and act upon data
• Proficient with Google Slides/PowerPoint
• Passion for luxury vehicles and a knowledge of their specifications is a plus

What we offer

• Base salary of $90,000-$110,000 per year, plus an equity package.
• Medical insurance.
• Monthly credit for journeys with Wheely.
• Professional development subsidies.
• Best-in-class equipment.
• This is an office-based role located in NYC. Wheely has an in-person culture but allows flexible working hours and work from home when needed. In most cases, we expect team members to be in the office at least four days a week.