Director Learning & Development - Client Services

Arhaus Recruiting•Boston Heights, OH

3d•Onsite

About The Position

Arhaus Furniture is seeking an experienced and visionary Director of Learning and Development to lead training and development initiatives for our call center operations. This role is critical in ensuring our customer care teams deliver the exceptional service and brand experience that defines Arhaus. The Director will design, implement, and oversee learning strategies that empower associates, elevate performance, and align with our commitment to excellence in every customer interaction. This role is located onsite at our Corporate Office South Building in Boston Heights, OH. Essential Duties & Responsibilities: At Arhaus, we believe in creating beautiful spaces and exceptional experiences. As Director of Learning and Development for Call Center Operations, you will play a pivotal role in shaping how our teams connect with customers and represent our brand. This is an opportunity to lead with vision, elevate service standards, and empower associates to grow their careers while delivering the extraordinary care our customers deserve. Key fundamental skill sets for this role will be:

Requirements

Bachelor’s degree in Human Resources, Business, Education, or a related field; Master’s preferred.
Minimum of 8–10 years of experience in learning and development, with at least 5 years in call center or customer service operations.
Proven success in designing and implementing large-scale training programs.
Strong leadership and team management skills, with the ability to inspire and motivate.
Excellent communication and presentation abilities.
Experience with learning management systems (LMS) and modern training technologies.
Analytical mindset with the ability to measure and report on training effectiveness.
Deep understanding of customer service excellence, preferably within retail or luxury brands.
Learning strategy development
Instructional design and facilitation
Call center operations expertise
Coaching and mentoring
Performance measurement and reporting
Cross-functional collaboration
Leadership and change management
Customer advocacy

Responsibilities

Develop and execute a comprehensive learning and development strategy for call center operations.
Design onboarding programs that immerse new associates in Arhaus’ brand values, products, and service standards.
Create ongoing training modules focused on customer engagement, product knowledge, communication, and problem-solving.
Partner with operations leadership to identify skill gaps and implement targeted development solutions.
Lead and develop a team of training specialists.
Establish clear performance metrics and evaluate training effectiveness through data and feedback.
Lead initiatives to enhance coaching, mentoring, and career pathing for call center associates.
Collaborate cross-functionally with HR, Customer Experience, and Retail teams to ensure consistency in service delivery.
Stay current on industry best practices and integrate innovative learning technologies and methods.
Prepare reports and presentations for senior leadership on training outcomes, associate development, and operational impact.
Champion a culture of continuous learning, growth, and customer advocacy within the call center.