Global Consumer Services Training Architect

Hawthorne Gardening Co.; Marysville, Northern (OH, KY); Hybrid; USD 100,000 - 117,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401K match

Stock discount

Adoption assistance up to $30,000

Job summary

ScottsMiracle-Gro in Marysville, OH is seeking a Training Manager to architect our global learning strategy and drive frontline performance across 6 brands. You will build end-to-end learning architecture, modernize curricula, manage a centralized knowledge base, and align stakeholders from Brand partners to Consumer Service leadership.

The role offers a strong budget range and incentive programs; remote options are available and you will lead cross-brand initiatives to evolve training and

Qualifications

• L&D leadership: 5+ years in Learning & Development or Training Management in a customer service context.
• Proven experience scaling training for multiple brands or products.
• Experience with Prosci or similar change models is a plus.
• Mastery of adult learning theories and instructional design for synchronous and asynchronous learning.

Responsibilities

• Define and execute a long-term learning strategy aligned to business goals.
• Build end-to-end training architecture from onboarding to year-round development.
• Create modular, brand-accurate curricula for 6 brands.
• Modernize materials for LMS and multimedia assets.
• Own a centralized knowledge base and rapid update loops with brand partners.
• Align stakeholders across Consumer Service leadership, Brand partners and frontline Supervisors.
• Design Train-the-Trainer frameworks to upskill supervisors and agents.
• Define learning KPIs and measure impact on CSAT, FCR, AHT, etc.
• Lead change management to adopt the new training framework.
• Coordinate vendor and external brand partner deep-dives.

Skills

L&D leadership

Change management

Instructional design

LMS expertise

Analytics & KPIs

Strategic communication

Project management

Cross-functional collaboration

Call-center tooling

Education

Prosci certification

Tools

Articulate 360

Centricl

Iorad

LMS platforms

Salesforce

QA software (NiCE)

Job description

ScottsMiracle-Gro in Marysville, OH is seeking a Training Manager to architect our global learning strategy and drive frontline performance across 6 brands. You will build end-to-end learning architecture, modernize curricula, manage a centralized knowledge base, and align stakeholders from Brand partners to Consumer Service leadership.

The role offers a strong budget range and incentive programs; remote options are available and you will lead cross-brand initiatives to evolve training and