Consumer Services Training Manager

Scotts Miracle-Gro

Marysville (WA)

On-site

USD 100,000 - 117,000

Full time

14 days+

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Benefits offered by this job

Live Total Health

401K match up to 7.5%

Stock discount 15%

Adoption support up to $30,000

Maven Family Planning

Employee Resource Groups (ERGs)

Community service & volunteering

Job summary

ScottsMiracle-Gro in the United States seeks a Training Manager to drive operational excellence across six brands, building end-to-end learning programs from onboarding to ongoing professional development.

You will lead strategic vision, modernize curricula, manage knowledge assets, align stakeholders, and measure impact with CSAT, FCR, AHT, and QA metrics while guiding change and partner engagement.

Qualifications

5+ years of experience in Learning & Development (L&D) or Training Management, specifically within a Customer Service, Call Center, or Consumer Experience environment.
Demonstrated experience building end-to-end training programs from scratch, ideally supporting a multi-brand or multi-product portfolio.
Proven experience leading a major organizational shift or program overhaul (Prosci or similar certification is a strong plus, ADKAR models).

Responsibilities

Define learning strategy and scalable frameworks aligned to business goals.
Audit, build, and execute a comprehensive training framework from onboarding to ongoing development.
Create modular, brand-accurate training for 6 brands with efficient reuse.
Modernize curricula and build LMS-enabled assets, including micro-learning.
Own and maintain centralized knowledge base across all brands.
Bridge stakeholder alignment between CS leadership, brand partners, and frontline supervisors.
Design Train-the-Trainer programs to upskill supervisors and agents.
Measure impact with CSAT, FCR, AHT, QA scores; drive data-driven iterations.
Lead change management to adopt new training framework and secure buy-in.
Coordinate external vendor/partner deep-dives for product knowledge.

Skills

L&D Leadership

Proven Scale

Change Management

Instructional Design

Call Center Tech Fluency

Omni-Channel Expertise

Analytical Literacy

Strategic Communication

Project & Cross-Functional Mgmt

Tools

Articulate 360 Suite

Centrical

Iorad

AI Learning tools

Salesforce

NiCE

Job description

As the Training Manager, you will drive operational excellence across the following areas:

Strategic Execution Vision & Scale: Act as the chief architect of the department’s long-term learning strategy, translating high-level business goals into a scalable operational vision. You will define how training executes globally, balancing standard operating procedures with localized agility and establish the frameworks, methodologies, and delivery standards that ensure training directly accelerates frontline performance and brand loyalty.
End-to-End Learning Architecture: Audit, build, and execute a comprehensive training framework from the ground up, covering new-hire onboarding through advanced, year-round professional development.
Multi-Brand Integration: Deeply understand the unique voice, compliance needs, and customer personas of all 6 brands to create modular, brand-accurate training that maintains operational efficiency.
Curriculum Modernization: Develop robust classroom and virtual-classroom curricula alongside continuous, micro-learning modules. Transition legacy documentation into interactive, accessible LMS and multimedia assets.
Knowledge & Content Management: Own and maintain the centralized knowledge base as the real-time source of truth for all 6 brands. Establish rapid feedback loops with brand partners to update materials for new product launches or policy changes.
Stakeholder Alignment: Bridge the gap between Consumer Service Leadership (KPI alignment), Brand Partners (voice/product knowledge), and Frontline Supervisors (day-to-day execution).
Supervisor & Agent Empowerment: Design “Train-the-Trainer” frameworks to upskill supervisors and senior agents. Partner with supervisors to identify skill gaps, provide 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 Resolution, First-Month Retention, AHT). Partner with Quality Assurance (QA) to deploy targeted micro-training for compliance or soft-skill gaps.
Change Management & Agility: Lead the organizational change management required to transition the team to the new training framework, securing buy-in from staff and management.
Vendor & Partner Management: Act as the primary point of contact for external brand partners to coordinate specialized product deep-dives that align 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 within a Customer Service, Call Center, or Consumer Experience environment.
Proven Scale: Demonstrated experience building end-to-end training programs from scratch, ideally supporting a multi-brand or multi-product portfolio.
Change Management: Proven experience leading a major organizational shift or program overhaul (Prosci 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., Articulate 360 Suite, Centrical, Iorad, AI Learning tools).
Call Center Tech Fluency: 4+ years of hands-on experience utilizing call center technology stacks, including CRMs (e.g., Salesforce) and QA software (e.g., NiCE).
Omni-Channel Expertise: Deep understanding of training mechanics across voice, live chat, email, and social media channels.
Analytical Literacy: Strong data literacy with the ability to diagnose performance gaps using call center metrics (CSAT, NPS, FCR, AHT, QA scores) to measure the financial impact of training interventions.
Strategic Communication: Superior written and verbal communication skills, with a proven track record of translating complex operational data into compelling executive presentations for C-level stakeholders.
Project & Cross-Functional Management: Ability to manage multiple complex projects simultaneously, keeping 6 distinct brand training tracks organized. Strong collaboration skills across Marketing, Brand and internal Consumer Services partners.

90-Day Success Roadmap

Day 30 (Discovery & Relationships): Complete a deep-dive audit of current training gaps across all 6 brands and build trust-based relationships with leadership, supervisors, and brand partners.
Day 60 (The Blueprint): Present a comprehensive roadmap for the new end-to-end classroom and year-round training program, fully aligned with stakeholders.
Day 90 (Execution): Roll out the first phase of the overhauled new-hire onboarding program for a pilot brand or cohort.

The starting budgeted pay range 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 addition to the determined base 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, New York, Oregon or Washington, state required pay thresholds will be factored into base salary.

Here at ScottsMiracle-Gro, we believe 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 all aspects of their lives. Wondering how we do it? Below is a glimpse of our highlight reel…

Our Live Total Health program provides you with options to align to your personal needs. Selections range from medical, dental and vision 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 well as a 15% discount on company stock and much more
We know our talent is most precious asset and your unique development contributes to our organization’s success now and in the future. Career growth at our company is not always a ladder. It's much more like a rock climbing adventure. Grow through exploration and experiences rather than a predictable linear path.
We value the importance of family. We provide access to Maven 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 Groups 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 Earth (SAGE), Scotts Family TREE and our Associate Boards.
Join a company with a strong belief in giving bac k to the communities where we live and work. We have a shared passion for service and volunteerism and believe participating in community service benefits our communities and strengthens our team.