Learning and Development Lead, Customer Care

Tonal; Toronto; On-site; CAD 82,000 - 92,000; Full time

Job summary

A technology-driven fitness company in Toronto is seeking a Learning & Development Leader to manage training initiatives that align with operational goals and enhance customer care. The ideal candidate will possess over 5 years of experience in L&D, strong instructional design skills, and a passion for people development. This full-time role offers a competitive salary and opportunities for professional growth.

Qualifications

• 5+ years of experience in Learning & Development or Program Management.
• Experience managing training for customer service environments.
• Strong data and project management skills in high-growth settings.

Responsibilities

• Own the end-to-end Customer Care L&D strategy.
• Architect scalable learning pathways for product launches.
• Oversee training program delivery at external partner sites.

Skills

Learning & Development

Instructional Design

Project Management

Data Analysis

Communication Skills

Tools

Articulate

TalentLMS

Job description

Overview

Who We Are

At Tonal we know firsthand that too many hurdles stand between each of us and our fitness goals. Drawing on decades of research and a diverse team of experts we have created the most intelligent strength training system available that makes working out more efficient, effective, and engaging.

We are applying our collective knowledge and creativity to reimagine working out leveraging hardware, software, video content, artificial intelligence, and computer vision to help customers achieve their fitness goals.

We’re passionate about building products that help our customers thrive.

What You Will Do

This individual will own the full L&D strategy—from onboarding and continuous learning to partner enablement, content design, and long-term capability building. You’ll spearhead the launch and operationalization of our new LMS platform while also designing continuous improvement programs that ensure learning remains agile, data-driven, and aligned to business priorities.

You’ll partner cross-functionally with Quality, Assurance, Operations, and Product to translate business goals into actionable learning initiatives while also directly managing Tonal’s training presence across internal teams and BPOs. You know how to use data to drive decisions and influence others.

This role is ideal for a hands-on leader who’s passionate about adult learning, team development, and operational excellence in a high-growth environment. You will play a critical part in building scalable development programs, driving operational performance through learning insights, and enabling high-impact training across internal teams and outsourced partners.

Key Responsibilities:

• L&D Strategy and Program Leadership: Define and own the end-to-end Customer Care L&D strategy aligning training initiatives with operational goals, KPIs, and member experience outcomes.
• Architect scalable learning pathways that accelerate ramp time and align with future-state team capabilities.
• Build and scale modular onboarding and ongoing training programs to support new product launches, policy changes, and continuous skill development.
• Drive cross-functional collaboration with Quality, Ops, and Product to proactively identify and prioritize training opportunities.
• Lead the launch and scale-up of our selected LMS platform, overseeing technical configuration, stakeholder onboarding, and integration with existing tools.

• Program Delivery & Learning Architecture: Step in to facilitate select training sessions (e.g., onboarding, product launches, refreshers) when necessary.
• Support internal team leads and vendor trainers by modeling effective facilitation and sharing toolkits or playbooks.
• Develop and maintain structured training paths that support role progression, upskilling, and knowledge retention.
• Use learning analytics to A/B test formats, improve instructional effectiveness, and link learning to business results.

• Team Influence and Vendor Management: Oversee the training program delivery at external partner (BPO) sites, ensuring adherence to Tonal’s brand standards and QA requirements.
• Establish and monitor KPIs for training effectiveness, team performance, and learner engagement across lines of business.
• Influence cross-functional peers and BPO training teams to ensure consistent execution, drive accountability, and deliver measurable outcomes.

• Instructional Design and Content Development: Lead the creation of structured, scalable, and interactive learning experiences using blended formats (e-learning, live facilitation, microlearning).
• Ensure training materials and documentation are up-to-date, accurate, and aligned with evolving policies and systems.
• Champion knowledge sharing through integrated collaboration with the Content team.

• Enablement and Performance Measurement: Design systems to track learner progress and training ROI using QA data, AHT, CSAT, and productivity metrics.
• Implement feedback loops with frontline teams and leaders to continuously refine content and delivery.
• Partner with Workforce and Tools teams to ensure training timelines and rollout plans support readiness for launches and seasonal shifts.

Who You Are

• 5 years of experience in Learning & Development or Program Management with at least 2 years in a leadership or strategic ownership role.

• Demonstrated experience managing training for customer service or customer care environments; BPO oversight experience preferred.

• Expertise in instructional design and adult learning theory with a portfolio of scalable training programs.

• Strong data and project management skills and the ability to navigate ambiguity in fast-paced, high-growth settings.

• Excellent communication, facilitation, and stakeholder engagement skills from junior employees to executive leaders.

• Experience launching and operationalizing LMS platforms at scale, including technical setup, user adoption, and ongoing management.

• Advanced skills in instructional design and learning strategy with hands-on experience in digital learning tools (e.g., Articulate, Genially, TalentLMS).

• Strong business acumen and the ability to think strategically while executing tactically.

• Passion for people development, data-driven improvement, and empowering frontline teams.

We celebrate diverse backgrounds and experiences. If your experience aligns with what we’re looking for (even if you don’t check every box), we’d love to hear from you. Tonal is committed to meeting the diverse needs of people with disabilities in a timely manner, consistent with independence and equality of opportunity. If you have accommodation requests, please reach out to us via our confidential email. All requests will be addressed and responded to in accordance with Tonal’s Accessibility Policy and local legislation.

Additional Information

Key Skills: Aerospace Engineering, Data Entry, Business Management, Flexcube, Contract

Employment Type: Full-Time

Department / Functional Area: Operations

Experience: years

Vacancy: 1

Yearly Salary: 82000 - 92000