Learning & Development Lead — Customer Operations

Guardian Alarm; Southfield (MI); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Guardian Alarm is hiring a Learning & Development Specialist in Southfield, MI. This role focuses on designing, delivering, and evaluating learning programs for Customer Operations, spanning onboarding, role development, cross-training, and process changes.

You will partner with leaders and SMEs to identify gaps, build engaging training across instructor-led, virtual, and e-learning formats, and measure impact on performance.

Qualifications

• Strong classroom and virtual facilitation skills for adult learners.
• Deep knowledge of instructional-design principles and learning evaluation.
• Experience designing instructor-led, virtual, blended, and self-paced programs.
• Experience with learning needs assessments and gap analyses.
• Ability to tie learning outcomes to performance and metrics.

Responsibilities

• Design and develop comprehensive learning programs grounded in adult-learning principles.
• Create instructor-led, virtual, blended, and e-learning experiences.
• Translate complex operational information into practical training content.
• Evaluate training effectiveness and improve content based on results.
• Facilitate engaging training for Customer Operations teams across formats.
• Partner with leaders to plan reinforcement and knowledge transfer after training.
• Maintain LMS content, paths, and adoption across locations.
• Lead change-enabling training for new tools, processes, and platforms.

Skills

Facilitation

Instructional Design

Adult Learning

Learning Needs Analysis

Change Management

Project Management

Stakeholder Collaboration

Education

Bachelor's degree in Training & Development or related

Tools

Articulate Rise

Storyline

Learning Management System (LMS)

Job description

Guardian Alarm is hiring a Learning & Development Specialist in Southfield, MI. This role focuses on designing, delivering, and evaluating learning programs for Customer Operations, spanning onboarding, role development, cross-training, and process changes.

You will partner with leaders and SMEs to identify gaps, build engaging training across instructor-led, virtual, and e-learning formats, and measure impact on performance.