Consumer Services Training Manager
Core
Architect long-term learning strategy and execute end-to-end training frameworks for a multi-brand consumer services organization to accelerate frontline performance and brand loyalty.
Role type
Senior Learning & Development Manager (Consumer Services)
Builds
Scalable training programs, interactive LMS content, and knowledge bases for 6 distinct brands
Domain
Consumer Goods / Customer Experience / Learning & Development
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work -> product features (training programs & content)
Required skills
Instructional design, LMS platform management, call center technology fluency, data analytics, change management, stakeholder alignment, project management
Preferred skills
Prosci or ADKAR certification, experience with multi-brand portfolios, AI learning tools proficiency
Technologies
Articulate 360, Centrical, Iorad, Salesforce, NiCE
Responsibilities
Define global training strategy and delivery standards, audit and build comprehensive training frameworks from scratch, develop classroom and virtual curricula, maintain centralized knowledge base, align stakeholders across brands and leadership, design Train-the-Trainer frameworks, measure training effectiveness via operational metrics, lead organizational change management
Seniority
Senior, hands-on IC with strategic scope