Learning & Engagement Manager

Soapy Joes Group Inc•Santee, CA

19h•Hybrid

About The Position

The Learning & Engagement Manager drives frontline performance through sales and service training, coaching, and certification programs—while reinforcing company culture through communication, recognition, and engagement initiatives. This role is highly field-focused, partnering directly with site teams to improve the customer experience and elevate employee capability.

Requirements

3+ years in training, learning & development, operations, or field leadership
Strong coaching skills with the ability to influence frontline behavior
Comfortable working in the field and building relationships across locations
Organized, self-directed, and highly adaptable

Nice To Haves

Experience building or facilitating training programs preferred

Responsibilities

Design, launch, and own Sales & Service certification programs
Coach CSRs in the field to improve sales behaviors, service quality, and consistency
Support and eventually certify CSR III readiness using structured rubrics (evolving into classroom-based certification)
Build scalable training solutions that connect directly to operational performance
Travel regularly to sites to provide hands-on coaching and feedback
Partner with Site Leaders to reinforce training, identify gaps, and drive improvement
Act as a visible, trusted resource for frontline teams
Supports learning initiatives, including Train-the-Trainer programs, by equipping managers to effectively coach sales and service skills.
Own the Secret Shop program; analyze results for trends and performance gaps
Monitor customer feedback channels (reviews, socials, surveys, complaints) to identify trends
Translate insights into targeted training, coaching, and communication plans
Reinforce Soapy Joe’s culture through field presence, recognition, and engagement initiatives
Support company events, team builds, and culture moments (e.g., Town Halls, annual events)
Ensure culture shows up consistently in how teams sell, serve, and interact
Support clear, consistent communication to field teams tied to training, initiatives, and business priorities
Partner cross-functionally to align messaging with operational goals
Track key metrics including sales performance, service quality, certification progress, engagement, and participation
Use data to identify opportunities and continuously improve programs