Multi-Brand Consumer Services Training Leader

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

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.