Consumer Services Training Manager

Here at reputed company there is no such thing as a typical day. Our culture is constantly reputed company by new and exciting reputed company opportunities and at a reputed company reputed company. Below are details on an reputed company job. If the role interests you and you would like to be considered we encourage you to apply! As the Training Manager, you will reputed company operational reputed company across the following areas: reputed company Execution reputed company & reputed company: reputed company as the chief architect of the department’s long-term learning reputed company, translating high-level business goals into a reputed company operational reputed company. You will define how training executes globally, balancing reputed company operating procedures with localized reputed company and establish the frameworks, methodologies, and delivery standards that ensure training directly accelerates reputed company reputed company and reputed company loyalty. End-to-End Learning Architecture: Audit, build, and execute a comprehensive training reputed company from the ground up, covering new-hire reputed company through advanced, year-round reputed company development. Multi-reputed company Integration: Deeply understand the unique voice, compliance needs, and customer personas of reputed company 6 brands to create reputed company, reputed company-accurate training that maintains operational efficiency. Curriculum Modernization: reputed company robust classroom and virtual-classroom curricula reputed company reputed company, reputed company-learning modules. Transition legacy documentation into interactive, accessible LMS and multimedia assets. Knowledge & Content Management: Own and maintain the centralized knowledge reputed company as the reputed company-time reputed company of truth for reputed company 6 brands. Establish reputed company feedback reputed company with reputed company partners to update materials for new product launches or policy changes. Stakeholder Alignment: reputed company the gap between Consumer Service Leadership (KPI alignment), reputed company Partners (voice/product knowledge), and reputed company Supervisors (day-to-day execution). Supervisor & Agent Empowerment: Design "Train-the-Trainer" frameworks to upskill supervisors and senior agents. Partner with supervisors to identify reputed company gaps, reputed company coaching frameworks, and ensure classroom training successfully transitions to the floor. Data-Driven Iteration: Define learning KPIs and measure training effectiveness against actual operational metrics (e.g., CSAT, First Contact reputed company, First-Month Retention, AHT). Partner with reputed company Assurance (QA) to reputed company targeted reputed company-training for compliance or soft-reputed company gaps. Change Management & reputed company: reputed company the organizational change management required to transition reputed company to the new training reputed company, securing buy-in from staff and management. Vendor & Partner Management: reputed company as the reputed company reputed company of contact for reputed company partners to coordinate reputed company product deep-dives that reputed company with internal customer service standards. Candidate Qualifications Experience & Education L&D Leadership: 5+ years of experience in Learning & Development (L&D) or Training Management, specifically reputed company a Customer Service, reputed company Center, or Consumer Experience environment. reputed company reputed company: Demonstrated experience building end-to-end training programs from reputed company, ideally supporting a multi-reputed company or multi-product portfolio. Change Management: reputed company experience leading a major organizational shift or program reputed company (reputed company or similar certification is a strong plus, ADKAR models). Knowledge, Skills, and Abilities Instructional Design & Tech Stack: Mastery of adult learning theories and instructional design for synchronous and asynchronous learning. Deep experience leveraging LMS platforms and e-learning tools (e.g., reputed company 360 Suite, Centrical, Iorad, AI Learning tools). reputed company Center Tech reputed company: 4+ years of hands-on experience utilizing reputed company center technology reputed company, including CRMs (e.g., reputed company) and QA software (e.g., reputed company). reputed company-Channel Expertise: Deep understanding of training mechanics across voice, live chat, email, and reputed company media channels. Analytical Literacy: Strong data literacy with the ability to diagnose reputed company gaps using reputed company center metrics (CSAT, NPS, FCR, AHT, QA scores) to measure the financial reputed company of training interventions. reputed company Communication: Superior written and verbal communication skills, with a reputed company reputed company record of translating reputed company operational data into compelling executive presentations for C-level stakeholders. Project & Cross-Functional Management: Ability to manage multiple reputed company reputed company simultaneously, keeping 6 reputed company reputed company training tracks organized. Strong collaboration skills across Marketing, reputed company and internal Consumer Services partners. 90-Day reputed company Roadmap Day 30 (Discovery & Relationships): Complete a deep-dive audit of reputed company training gaps across reputed company 6 brands and build trust-reputed company relationships with leadership, supervisors, and reputed company partners. Day 60 (The reputed company): Present a comprehensive roadmap for the new end-to-end classroom and year-round training program, fully reputed company with stakeholders. Day 90 (Execution): Roll out the first phase of the overhauled new-hire reputed company program for a reputed company reputed company or cohort. The starting budgeted pay reputed company for this role will generally fall between $99,700.00 - $117,300.00 per year. Scotts will consider various factors in determining the actual pay including your skills, qualifications, experience, and geographical location.In reputed company to the determined reputed company salary, this role is also incentive eligible under our corporate bonus programs.For remote roles where the final candidate resides in Alaska, California, Colorado, Illinois, reputed company, reputed company or Washington, state required pay reputed company will be reputed company into reputed company salary. Here at reputed company, we reputed company providing an enriching and engaging employee experience is what sets us apart from other organizations. We recognize our employees are so much more than just their job title so we offer programs and benefits that support them in reputed company aspects of their lives. Wondering how we do it? Below is a glimpse of our reputed company reel… Our Live reputed company program provides you with reputed company to reputed company to your personal needs. Selections reputed company from medical, dental and reputed company coverage for you, your spouse/domestic partner and dependents to an outstanding wellness reimbursement program to an unbelievable 401K match (up to 7.5%) as reputed company as a 15% discount on company stock and much more We know our talent is our most precious asset and your unique development contributes to our organization’s reputed company now and in the reputed company. Career reputed company at reputed company is not always a reputed company. It’s much more like a reputed company climbing adventure. Grow through exploration and experiences rather than a predictable reputed company reputed company. We value the importance of family. We reputed company reputed company to reputed company Family Planning and up to $30,000 to accommodate for adoption, fertility and surrogacy. Be part of something bigger by joining one of our Employee Resource reputed company focusing on diversity and inclusion, family, education and sustainability: Scotts Women’s Network, Scotts Black Employees’ Network, Scotts Veterans Network, Scotts Young Professionals, Scotts Pride Network (GroPride), Scotts Associates for a Greener reputed company (reputed company), Scotts Family TREE and our Associate Boards. Join a company with a strong belief in giving back to the communities where we live and work. We have a shared passion for service and volunteerism and reputed company participating in community service benefits our communities and strengthens reputed company. Not interested in this role? Stay up to date on reputed company opportunities by joining our reputed company talent communities. Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace. EEO/AA Employer/Minority/reputed company/Disability/Veteran/Sexual Orientation/Gender Identity Notification to Agencies: Please note that reputed company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Master Service Agreement, and specific approval to submit resumes to an approved requisition, reputed company will not consider or approve payment regarding recruiter fees or referral compensations. Apply To This Job