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Job Snapshot
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Employee Type:
Full-Time -
Job Type:
-
Experience:
Not Specified -
Date Posted:
3/17/2023
Job Description
Primary Function:
Through the direct leadership of a team of learning delivery professionals and operational subject matter experts, this role drives the effective design, development and delivery of innovative, solutions-driven learning across:
- Small to large-scale multi-site training project deployments and cross-functional training initiatives
- New team member onboarding
- Team member enrichment and skill building enabling results across key operational and voice of customer metrics.
Principal Duties & Responsibilities:
Learning Deployment Management:
- Manage, coach, and develop team of professional delivery resources and operational subject matter experts.
- Manage the deployment of CSC training delivery resources, anticipating and preparing for increased/decreased instructor-led training needs
- Manage the use of multiple approaches in the delivery of successful performance improvement interventions (i.e. traditional classroom, virtual classroom, technology-based learning, blended learning, reinforcement sessions, coach-the-coach, etc.).
- Measure the effectiveness and derived business results of learning solutions, and determine need for changes, additions, and /or deletions of programs.
- Identify and monitor learning needs through analysis, partnering discussions, and cross-functional work with other critical resources.
Stakeholder Management:
- Identify and monitor learning needs through analysis, partnering discussions, and cross-functional work with other critical resources.
- Identify stakeholder objectives; set expectations, timelines, and deliverables.
Job Requirements
Preferred Education & Experience:
Education:
- Bachelor’s Degree Required: preferred degree in business, education, adult education, social sciences, organizational development or related fields
- Master’s Degree Preferred
Management:
- 5+ years of management experience in a supervisory position with direct reports / indirect reports
- Demonstrated success in coaching and providing feedback to drive performance improvement
Adult Learning:
- 7+ years of training experience
- In-depth knowledge and proven success in adult learning, employee development, consultation skills, and delivery technologies.
- Excellent communication and interpersonal skills; be able to interact and collaborate with, as well as influence, all levels of the organization
- Demonstrated success in group facilitation
General Experience:
- Experience with contact center dynamics and knowledge of basic workforce management principles and process
- Strong knowledge of business operations
- Proven ability to think systemically: distilling trends and actions from data
- Demonstrated ability to build, utilize and influence strong network of cross-functional business partners to ensure alignment and incite action
- Demonstrated flexibility to adapt to shifting demands and competing priorities.
- Ability to plan, organize and delegate work.
- Proven process improvement experience (analytics, problem-solving, and decision making skills) in order to drive results.
Work Environment:
- Travel requirements: In and out of town travel of 25%
- Training Team and Contact Center Team Members are spread across multiple locations
Impact:
Drives the successful delivery of:
- Small to large-scale multi-site training project deployments and cross-functional training initiatives
- New team member onboarding
- Team member enrichment and skill building enabling results across key operational and voice of customer metrics
- Directly manages day-to-day workload and performance management of 2-5, direct reports
Working Relationships:
- Customer Service Center team members and leaders
- Customer Service Center Learning and Development team members
- External Learning Consultants / Developers
Rewards and Benefits:
Our programs provide choice and flexibility to meet your individual needs. Check out some of the benefits available to you with Grainger (may vary based on hours worked):
- Medical, dental, vision and prescription drug coverage
- Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)
- Life insurance coverage, including spousal and dependent life insurance
- Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns
- Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future
- Educational & Professional Membership Fee Assistance program
- Employee discounts, team member perks and more!
DEI Statement
We encourage you to apply even if your experience doesn't perfectly match this job post as you may still be the right candidate for this role or others. We aspire to create a culture where everyone is comfortable being who they are, can learn and grow to realize their full potential, and is recognized and rewarded for their impact.
Pre-employment background checks are required for all external candidates. Internal candidates undergo a background check when they move from a non-driving role to a driving role.
Grainger is an Equal Opportunity Workplace. All qualified applicants are considered for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, or disability. Accommodations are available on request.