Retail Operations L&D Specialist

H Mart•Lyndhurst, NJ

10d•Hybrid

About The Position

This role focuses on developing and implementing learning and development (L&D) programs for retail operations, with a strong emphasis on Standard Operating Procedures (SOPs) and leadership development. The specialist will be responsible for creating and delivering training content in various formats, leveraging digital tools and AI, and managing the Learning Management System (LMS). Key aspects include collaborating with subject matter experts, ensuring field adoption of standards, contributing to leadership pipeline programs, and managing stakeholder relationships.

Requirements

Bachelor's degree or equivalent experience
Minimum of 3 years in L&D, training, HR, or retail operations
Strong facilitation and project management skills
Bilingual proficiency: business-level Korean and English
Regular travel to store locations; occasional standing and walking during on-site store training and field observations
Standards- and process-oriented thinking.
Field orientation (learn-by-doing approach).
Cross-cultural communication (US / Korea).
Collaboration and influence across cross-functional team

Responsibilities

Develop Department Leader and Store Manager SOPs in collaboration with Subject Matter Experts (SMEs), building on existing Visual SOPs.
Design and execute SOP rollout strategies for stores (e.g., playbooks, posters, microlearning, on-site training) and establish an execution-review cycle to verify field adoption of operational standards.
Contribute to the Manager-in-Training programs and the development of the next-generation store leader pipeline.
Design, develop, and facilitate learning programs and workshops across in-person, virtual, and hybrid formats.
Support leadership development and compliance training; create and maintain scalable learning content, including guides, video assets, and job aids.
Leverage AI and a range of online tools (e.g., Claude Co-work, generative-AI assistants, LMS authoring, and video/design apps) to create, deliver, and manage scalable learning content and operating standards more efficiently.
Administer content within the LMS (UKG Pro Learning) and define, track, and report on key learning KPIs (completion rates, satisfaction scores, and behavioral changes).
Partner closely with Regional Managers, Store Managers, and headquarters departments to ensure cross-functional alignment.