Remote Senior Learning Partner, Customer Care

Crate and Barrel•Naperville, IL

37d•Remote

About The Position

We inspire purpose-filled living that brings beauty and quality to the modern home. Together, we achieve. Associates across our business drive results, innovate, and inspire. Drawn together by our shared values and passion for our customers and our brands, we deliver home furnishings that are expertly designed, responsibly sourced, and bring timeless style and function to people's homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making-and our story is still unfolding. We're here for it. We think you should be too. We're looking for a driven professional with an inclusive mindset to join our team as a Sr. Learning Partner, Customer Care. The Senior Learning Partner, Customer Care serves as the dedicated learning lead for our Customer Care channel, supporting both our internal Customer Care team and external Business Process Outsource (BPO) partners. This role requires a strong partnership between training and Customer Care, combining deep instructional design expertise to deliver impactful learning experiences that strengthen associate performance, leadership capability, and the customer experience. This is an remote position, required to travel to Chicago, IL 1-2 times per year.

Requirements

Deep understanding of Customer Care operations and systems.
Strong instructional design skills (eLearning, facilitator-led, virtual, and blended modalities).
Ability to synthesize input from multiple stakeholders into clear, actionable learning plans.
Exceptional written and visual communication skills; able to simplify complex information.
Strong project management and prioritization skills with ability to manage multiple initiatives simultaneously.
Confident facilitator who can lead groups, coach trainers, and support leadership development.
Self-starter with strong initiative; able to work independently with minimal supervision.
Comfort working in a fast-paced, retail-driven environment with shifting priorities.
Collaborative and inclusive communicator who builds trust across functions.

Nice To Haves

3-5 years of experience in Learning & Development, with at least 2 years supporting a Customer Care or Contact Center environment.
Proven experience designing and delivering end-to-end learning programs (from needs assessment through evaluation).
Strong working knowledge of learning technologies, authoring tools (e.g., Articulate, Rise, Camtasia, and eduMe), and LMS platforms.
Experience partnering with cross-functional stakeholders and vendor/BPO training teams.
Bachelor's degree in Instructional Design, Business, Communications, HR, or related field (or equivalent experience).

Responsibilities

Design and develop engaging learning experiences for Customer Care associates and leaders, including new hire training, system training, compliance, and skill-based learning.
Adapt enterprise learning programs (e.g., Selling, Product, or Services training) for the Customer Care environment.
Create clear, visually appealing, and easy-to-use materials for virtual, classroom, and on-demand delivery.
Facilitate leadership training sessions, T3 programs, and other live or virtual training as needed.
Serve as the liaison between Customer Care, the L&D team, and BPO training partners to ensure consistent learning experiences.
Coach Customer Care leaders on how to sustain learning through huddles, coaching routines, and micro-trainings.
Own end-to-end design, delivery, and maintenance of Customer Care-specific training programs.
Track and report on training completion, engagement, and business impact metrics.
Continuously improve content and delivery based on feedback, performance trends, and operational needs.
Act as the primary L&D partner for Customer Care, representing the function in key leadership meetings.