Consumer Services Training Manager

Hawthorne Gardening Co.; Marysville (WA); On-site; USD 100,000 - 117,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Wellness benefits

401K match

Stock purchase 15%

Adoption assistance

Diversity networks

Job summary

ScottsMiracle-Gro is seeking a Training Manager to drive an end-to-end learning framework for six brands, from onboarding to ongoing development, ensuring frontline performance aligns with brand standards. You will define a scalable architecture, own the LMS, and collaborate with Marketing, Brand and Consumer Services to deliver modular, impactful training globally.

The role offers a strong compensation range ($99,700–$117,300) with bonus programs and comprehensive benefits.

Qualifications

• L&D Leadership: 5+ years in Learning & Development or Training Management in CS/Call Center settings.
• Proven scale: built end-to-end training across multi-brand portfolios.
• Change Management: led major organizational shifts; Prosci/ADKAR is a plus.
• Instructional design & tech: mastery of adult learning; adept with LMS and e-learning tools.
• Call Center tech fluency: 4+ years with Salesforce and QA tooling.
• Omni-channel training: across voice, chat, email, social.
• Analytical literacy: diagnose performance gaps with CSAT/NPS/FCR/AHT.
• Strategic communication: translate data into exec-ready presentations.
• Project & cross-functional management: run multiple tracks across 6 brands.

Responsibilities

• Define a global learning framework translating business goals into scalable programs.
• Audit, build, and deliver onboarding through year-round development.
• Create modular curricula for 6 brands maintaining consistency and localization.
• Own centralized knowledge base and update with new launches and policy changes.
• Lead Train-the-Trainer initiatives to upskill supervisors and agents.
• Measure impact with KPIs and drive data-driven iterations.

Skills

L&D leadership

Change mgmt

Instructional design

LMS expertise

Call center tech

Omni-channel training

Data analytics

Strategic comms

Project management

Stakeholder alignment

Education

Prosci certification

Tools

Salesforce

NiCE QA

Articulate 360

Centrical

Iorad

Job description

Here at ScottsMiracle-Gro there is no such thing as a typical day. Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace.

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).

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.

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.

• Medical, dental and vision coverage for you, your spouse/domestic partner and dependents.
• Wellness reimbursement program.
• 401K match (up to 7.5%).
• 15% discount on company stock.

We provide access to Maven Family Planning and up to $30,000 to accommodate for adoption, fertility and surrogacy.

We know our talent is our 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.

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.

We have a shared passion for service and volunteerism and believe participating in community service benefits our communities and strengthens our team.

Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace.

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity Notification to Agencies: