Customer Care Learning & Development Specialist

Abercrombie & Fitch Co.; Columbus, Northern (OH, KY); Hybrid; USD 55,000 - 80,000; Full time

Job summary

Abercrombie & Fitch Co. is seeking an Asst/Assoc Specialist, Customer Care Learning & Development to design, develop, and optimize instructional programs for the Customer Care team across brands.

You will create engaging content, manage LMS operations, and partner with stakeholders to ensure readiness and compliance. Based at our Global Home Office in Columbus, OH, the role emphasizes data-driven improvements, leadership readiness, and scalable learning solutions to support store operations and

Qualifications

• Bachelor’s degree required.
• 1+ years of experience.
• Knowledge of adult learning principles.
• Experience leveraging learning data, analytics, and reporting.
• Experience working in a LMS.

Responsibilities

• Design, develop, and maintain instructor-led, virtual, self-paced, and blended learning experiences.
• Create engaging learning materials including eLearning modules, facilitator guides, participant workbooks, job aids, assessments, videos, reference guides, and performance support resources.
• Partner with subject matter experts and business stakeholders to identify learning objectives and translate complex business processes into effective, learner-centered training solutions.
• Administer and maintain the Learning Management System (LMS), including course creation, learner assignments, curricula, enrollment management, reporting, testing, and troubleshooting.
• Monitor training completion, certification status, and compliance requirements across Customer Care populations, ensuring learning records remain accurate and audit-ready.
• Conduct learning needs analyses and performance gap assessments by leveraging learner feedback, operational metrics, quality results, proficiency data, and stakeholder input.
• Evaluate training effectiveness through learner surveys, knowledge assessments, operational performance metrics, and business outcomes, making recommendations for continuous improvement.
• Analyze training and LMS data to identify trends, measure program impact, and provide actionable insights to leadership and stakeholders.
• Partner with Quality, Operations, Knowledge, and Business Partner training teams to identify capability gaps and develop targeted learning interventions.
• Leverage emerging learning technologies, AI-enabled tools, and instructional design best practices to improve learner engagement, accessibility, and knowledge retention.

Skills

Attention to detail

Results-driven

Communication

Relationship building

Learning analytics

Instructional design

LMS experience

AI tools

Education

Bachelor’s degree

Tools

Articulate Rise

Storyline

LMS platforms

Microsoft Copilot

Job description

Abercrombie & Fitch Co. is seeking an Asst/Assoc Specialist, Customer Care Learning & Development to design, develop, and optimize instructional programs for the Customer Care team across brands.

You will create engaging content, manage LMS operations, and partner with stakeholders to ensure readiness and compliance. Based at our Global Home Office in Columbus, OH, the role emphasizes data-driven improvements, leadership readiness, and scalable learning solutions to support store operations and