Global Member Services Training Director

Fabletics•El Segundo, CA

12d•$145,000 - $160,000•Hybrid

About The Position

FableticsOS is hiring a Global Member Services Training Director to oversee Training and Learning Solutions (Instructional Design) programs and improve the effectiveness of global member services. The role works extensively with partner sites in the Philippines, Europe, and Mexico, and is responsible for advancing training approaches and evolving programs to meet the needs of the Global Member Services team. The position reports to the VP, GMS Operations and is based at the LAX Corporate office in El Segundo, California, with a hybrid work schedule and international travel to partner sites expected. The director leads global training strategy, operations, instructional design, learning technology, measurement, and stakeholder partnerships. Responsibilities include setting multi-year learning plans, managing roadmaps and resources, overseeing onboarding and ongoing development, building instructional design capabilities, governing learning platforms and tools, applying data and analytics to improve outcomes, and coordinating learning readiness across internal and outsourced teams.

Requirements

At least 8 years of experience in training, learning, or enablement.
At least 3 years leading leaders in a multi-site contact center or customer care environment.
Proven experience managing global or multi-region programs with outsourced (BPO) partners.
Demonstrated ownership of an instructional design function and modern learning modalities, including eLearning, system simulation, video, and microlearning.
Experience as business owner for a learning management system platform, including vendor management, licensing, and budget ownership.
Track record of using data to measure learning impact and drive operational improvement.
Experience building and managing a departmental budget.
Strong executive communication skills, including briefing senior leadership on strategy, risk, and results.
Ability to operate in ambiguity, influence without authority, and manage competing priorities at speed.
Willingness to travel internationally to partner sites.

Nice To Haves

Experience leading a learning technology evaluation, migration, or platform consolidation.
Experience in e-commerce, retail, subscription, or high-growth consumer businesses.
Experience applying AI tools to learning design, delivery, or performance support.
Experience supporting teams across multiple languages and regions.

Responsibilities

Direct strategic training initiatives across global contact center operations and align them with organizational objectives and business priorities.
Develop organizational learning strategy based on needs analyses and stakeholder input, translating business goals into multi-year capability plans.
Own Training and Learning Solutions roadmaps, including goal setting, initiative prioritization, and quarterly capacity and resource planning.
Communicate learning vision and strategy to departments and senior leadership and build support for enablement investments.
Lead adoption of changes to training methodologies and processes across partner teams.
Develop risk management strategies and frameworks for learning initiatives to support resilience, compliance, and continuity across regions.
Manage resource allocation, including annual budget planning and headcount modeling.
Oversee new-hire onboarding, continuing education, and leadership development, ensuring readiness for product launches, policy changes, and peak seasons.
Champion coaching initiatives and continuous learning across member services centers.
Lead training leaders and functional counterparts at outsourced partner sites, setting delivery standards, facilitator certification requirements, and performance expectations.
Own apprenticeship and internal talent pipeline programs that develop agents into trainers, designers, and advanced support specialists.
Partner with workforce planning on hiring forecasts, class schedules, and training capacity.
Conduct training delivery audits and coaching observations, gather feedback from agents and leaders, and act on findings.
Analyze root causes of performance gaps and recommend data-grounded policy, process, and content changes.
Drive learning content strategy and innovation, creating modern, measurable learning experiences tied to business outcomes.
Develop advanced learning experiences, including digital cohorts, system simulations, microlearning, and video.
Establish instructional design quality standards and continuous improvement practices.
Direct intake, prioritization, and service-level management for learning requests across global stakeholders.
Build the team's instructional design capability through coaching, development paths, and apprenticeship programs.
Lead organizational learning technology initiatives and serve as business owner for global learning platforms, including the learning management system and authoring tools.
Oversee platform governance, licensing, administration, renewals, and enhancement roadmaps.
Build strategic partnerships with technology vendors and lead evaluation and selection of future-state learning technology, including RFI/RFP processes, architecture design, and multi-year roadmaps.
Create and maintain learning technology governance for access, content standards, and documentation.
Identify and apply AI capabilities to improve learning speed, quality, and frontline performance.
Use data and analytics to evaluate learning and guide strategic decisions and outcomes.
Own Training KPIs, including new-hire graduation rate, assessment performance, 90-day retention, continuing learning completion and scores, and facilitator certification.
Own Learning Solutions KPIs, including on-time project delivery, rework rate, material acceptance rate, request SLA attainment, and learner course ratings.
Present learning performance, risks, and recommendations to executive leadership on a recurring basis.
Build strategic partnerships across corporate, regional, and outsourced organizations to advance learning goals and leverage resources.
Partner with Operations, Quality, and Workforce Management to ensure readiness for business changes.
Coordinate with Program Management so learning content and organizational messaging launch together and remain consistent.
Manage outsourced partner relationships for Training and Learning Solutions, including staffing, performance management, and escalation.
Align with regional leadership on rollout timing, localization, and operational readiness for global initiatives.
Mediate cross-functional conflicts to mitigate risk and keep initiatives moving.