Consumer Services Training Manager

ScottsMiracle-Gro•Marysville, OH

5d•Remote

About The Position

As the Training Manager, you will drive operational excellence across the following areas: Strategic Execution Vision & Scale: Act as the chief architect of the department’s long-term learning strategy, translating high-level business goals into a scalable operational vision. You will define how training executes globally, balancing standard operating procedures with localized agility and establish the frameworks, methodologies, and delivery standards that ensure training directly accelerates frontline performance and brand loyalty. End-to-End Learning Architecture: Audit, build, and execute a comprehensive training framework from the ground up, covering new-hire onboarding through advanced, year-round professional development. Multi-Brand Integration: Deeply understand the unique voice, compliance needs, and customer personas of all 6 brands to create modular, brand-accurate training that maintains operational efficiency. Curriculum Modernization: Develop robust classroom and virtual-classroom curricula alongside continuous, micro-learning modules. Transition legacy documentation into interactive, accessible LMS and multimedia assets. Knowledge & Content Management: Own and maintain the centralized knowledge base as the real-time source of truth for all 6 brands. Establish rapid feedback loops with brand partners to update materials for new product launches or policy changes. Stakeholder Alignment: Bridge the gap between Consumer Service Leadership (KPI alignment), Brand Partners (voice/product knowledge), and Frontline Supervisors (day-to-day execution). Supervisor & Agent Empowerment: Design "Train-the-Trainer" frameworks to upskill supervisors and senior agents. Partner with supervisors to identify skill gaps, provide coaching frameworks, and ensure classroom training successfully transitions to the floor. Data-Driven Iteration: Define learning KPIs and measure training effectiveness against actual operational metrics (e.g., CSAT, First Contact Resolution, First-Month Retention, AHT). Partner with Quality Assurance (QA) to deploy targeted micro-training for compliance or soft-skill gaps. Change Management & Agility: Lead the organizational change management required to transition the team to the new training framework, securing buy-in from staff and management. Vendor & Partner Management: Act as the primary point of contact for external brand partners to coordinate specialized product deep-dives that align with internal customer service standards.

Requirements

5+ years of experience in Learning & Development (L&D) or Training Management, specifically within a Customer Service, Call Center, or Consumer Experience environment.
Demonstrated experience building end-to-end training programs from scratch, ideally supporting a multi-brand or multi-product portfolio.
Proven experience leading a major organizational shift or program overhaul (Prosci or similar certification is a strong plus, ADKAR models).
Mastery of adult learning theories and instructional design for synchronous and asynchronous learning.
Deep experience leveraging LMS platforms and e-learning tools (e.g., Articulate 360 Suite, Centrical, Iorad, AI Learning tools).
4+ years of hands-on experience utilizing call center technology stacks, including CRMs (e.g., Salesforce) and QA software (e.g., NiCE).
Deep understanding of training mechanics across voice, live chat, email, and social media channels.
Strong data literacy with the ability to diagnose performance gaps using call center metrics (CSAT, NPS, FCR, AHT, QA scores) to measure the financial impact of training interventions.
Superior written and verbal communication skills, with a proven track record of translating complex operational data into compelling executive presentations for C-level stakeholders.
Ability to manage multiple complex projects simultaneously, keeping 6 distinct brand training tracks organized.
Strong collaboration skills across Marketing, Brand and internal Consumer Services partners.

Nice To Haves

Prosci or similar certification is a strong plus, ADKAR models.

Responsibilities

Act as the chief architect of the department’s long-term learning strategy, translating high-level business goals into a scalable operational vision.
Define how training executes globally, balancing standard operating procedures with localized agility and establish the frameworks, methodologies, and delivery standards that ensure training directly accelerates frontline performance and brand loyalty.
Audit, build, and execute a comprehensive training framework from the ground up, covering new-hire onboarding through advanced, year-round professional development.
Deeply understand the unique voice, compliance needs, and customer personas of all 6 brands to create modular, brand-accurate training that maintains operational efficiency.
Develop robust classroom and virtual-classroom curricula alongside continuous, micro-learning modules.
Transition legacy documentation into interactive, accessible LMS and multimedia assets.
Own and maintain the centralized knowledge base as the real-time source of truth for all 6 brands.
Establish rapid feedback loops with brand partners to update materials for new product launches or policy changes.
Bridge the gap between Consumer Service Leadership (KPI alignment), Brand Partners (voice/product knowledge), and Frontline Supervisors (day-to-day execution).
Design "Train-the-Trainer" frameworks to upskill supervisors and senior agents.
Partner with supervisors to identify skill gaps, provide coaching frameworks, and ensure classroom training successfully transitions to the floor.
Define learning KPIs and measure training effectiveness against actual operational metrics (e.g., CSAT, First Contact Resolution, First-Month Retention, AHT).
Partner with Quality Assurance (QA) to deploy targeted micro-training for compliance or soft-skill gaps.
Lead the organizational change management required to transition the team to the new training framework, securing buy-in from staff and management.
Act as the primary point of contact for external brand partners to coordinate specialized product deep-dives that align with internal customer service standards.