Learning & Development Manager, Field Operations

Industrious•New York, NY

18d•$100,000 - $110,000•Onsite

About The Position

At Industrious, great days at work start with great people—and great people thrive when they’re set up for success from day one. We’re looking for an L&D Manager, Frontline Onboarding & Enablement (NYC) to own how our frontline teammates (Member Experience Managers and Member Experience Associates) are hired, trained, supported, and launched into their roles. This role sits at the intersection of learning, recruiting, hospitality, and operations. You’ll design and deliver onboarding and ongoing training that blends systems knowledge with service mindset. You’ll help our teams not just learn the job, but feel confident, prepared, and proud of how they show up for our members every day. This role will sit on the People Team and act as a close business partner to Unit Operations. You’ll report directly to the Assoc. Director of L&D, and have a dotted-line partnership with NYC General Managers to ensure training reflects real-world needs and location-level nuance. We are only considering candidates based in NYC or willing to relocate to NYC. This is an in-person position, and you’ll be training our teammates at a variety of our NYC locations.

Requirements

Experience in learning & development, onboarding, training, and hiring, especially in service, hospitality, retail, or operations-heavy environments.
Discerning eye for recognizing strong talent or potential.
Strong facilitation and communication skills, with the ability to connect with frontline teams.
Comfort working across the People team, Unit Operations, and business leadership.
A detail-oriented, organized approach paired with creativity and warmth.
Ability to be hands-on, adaptable, and calm in fast-moving environments.
Must be based in New York City.

Responsibilities

Create a first-of-its kind in-person onboarding program for our NYC frontline team (Member Experience Managers and Member Experience Associates).
Own delivering in-person onboarding programs for MxMs and MxAs, ensuring teammates hit the ground running within their first 90 days.
Translate operational processes, systems, and standards into clear, engaging, and easy-to-understand training experiences.
You’ll have an army of partners: you’ll work closely with L&D Managers across the organization, including Operations Program Manager & Sales Enablement Manager, to uphold our brand standards, existing resources, and onboarding goals. You’ll also develop training and expectations on how to partner with our cross-functional support teams, like IT, Sales, Facilities, and more.
Teach and reinforce a hospitality-first mindset, balancing warmth, professionalism, and operational excellence.
Continuously improve training content based on feedback, performance outcomes, and evolving business needs.
Partner with our Senior Sales Enablement Manager to support our sales training certification process.
Partner with Unit Operations General Managers to support frontline hiring, including candidate screening, interviewing, and selection.
Support ongoing bench building to ensure efficient hiring timelines with rapid location growth.
Help ensure hiring managers feel confident and excited about their hires and that new teammates feel set up for success from day one.
Identify early indicators of success (and risk) in new hires and adjust training or hiring approaches accordingly.