Supervisor, Learning & Development

COLE-PARMER INSTRUMENT COMPANY•Vernon Hills, IL

10h•Hybrid

About The Position

The Learning and Development Supervisor is responsible for leading the design, implementation, and continuous improvement of training programs for customer service and technical/application support teams. Reporting to the Customer Service Director, this role ensures that frontline teams are equipped with the product knowledge, technical expertise, and customer engagement skills required to deliver exceptional service. The role oversees a team of L&D Specialists and owns quality monitoring, coaching frameworks, and performance enablement, driving measurable improvements in customer experience, operational efficiency, and team productivity through data-driven and AI-enabled learning solutions.

Requirements

Bachelor’s degree in Business Administration, Life Science or a related field required.
3+ years of progressive experience in Learning & Development, Training, or Customer Service Enablement
2+ years of experience in leadership or supervisory role managing trainers or L&D specialists
Strong understanding of customer service operations, support workflows, and technical support environments
Ability to translate complex product and technical concepts into practical, customer-facing training.
Experience using customer service metrics (e.g., CSAT, NPS, resolution time, first contact resolution) to inform training strategies.
Strong leadership and coaching skills with the ability to influence frontline performance.
Excellent facilitation, communication, and stakeholder management abilities
Data-driven mindset with the ability to analyze performance trends and identify skill gaps.
Strong project management and organizational skills in a fast-paced operational environment
Thrives in a fast-paced, collaborative environment, efficiently works under pressure, within deadlines or other essential time constraints.
Excellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization.
Strong work ethic and an ability to excel within a rapidly changing and growing organization.

Nice To Haves

Experience with AI-powered tools for learning, content creation, and workflow optimization preferred.

Responsibilities

Develop and execute an L&D strategy aligned with customer service goals, KPIs, and business objectives.
Lead and develop a team of L&D Specialists supporting customer service and technical/application support.
Design and deliver training across onboarding, product knowledge, troubleshooting, customer service, and leadership development.
Partner with Customer Service and Technical Support leaders to identify performance gaps and implement targeted solutions.
Build structured learning paths supporting pre- and post-sales application support and the end-to-end customer journey.
Ensuring training reflects real customer scenarios, product updates, and operational workflows.
Manage learning systems, certifications, and knowledge platforms to support frontline performance.
Leverage AI to create adaptive learning, generate content, and improve knowledge accessibility.
Use data and AI-driven insights to identify skill gaps, predict needs, and enhance training effectiveness.
Implement AI-enabled tools (chatbots, simulations, virtual assistants) for continuous, on-demand learning.
Measure training impact using metrics such as CSAT, NPS, time to proficiency, and resolution times.
Establish quality monitoring frameworks, scorecards, and evaluation processes for customer interactions.
Drive process improvements in onboarding, training efficiency, and service delivery.
Support change management for new products, tools, and processes.
Build leadership development pathways for supervisors and high-potential employees.
Collaborate with product and technical SMEs to ensure training accuracy and relevance.
Apply blended learning strategies to improve engagement, retention, and scalability.
Stay current on trends in customer service, technical support, and AI-driven learning.
Ensure training supports compliance, consistency, and operational excellence.
Performs other duties as assigned.