Multi-Brand Customer Service Training Architect

Scotts Miracle-Gro; Marysville (WA); On-site; USD 100,000 - 117,000; Full time

Benefits offered by this job

Live Total Health

401K match up to 7.5%

Stock discount 15%

Adoption support up to $30,000

Maven Family Planning

Employee Resource Groups (ERGs)

Community service & volunteering

Job summary

ScottsMiracle-Gro in the United States seeks a Training Manager to drive operational excellence across six brands, building end-to-end learning programs from onboarding to ongoing professional development.

You will lead strategic vision, modernize curricula, manage knowledge assets, align stakeholders, and measure impact with CSAT, FCR, AHT, and QA metrics while guiding change and partner engagement.

Qualifications

• 5+ years of experience in Learning & Development (L&D) or Training Management, specifically within a Customer Service, Call Center, or Consumer Experience environment.
• Demonstrated experience building end-to-end training programs from scratch, ideally supporting a multi-brand or multi-product portfolio.
• Proven experience leading a major organizational shift or program overhaul (Prosci or similar certification is a strong plus, ADKAR models).

Responsibilities

• Define learning strategy and scalable frameworks aligned to business goals.
• Audit, build, and execute a comprehensive training framework from onboarding to ongoing development.
• Create modular, brand-accurate training for 6 brands with efficient reuse.
• Modernize curricula and build LMS-enabled assets, including micro-learning.
• Own and maintain centralized knowledge base across all brands.
• Bridge stakeholder alignment between CS leadership, brand partners, and frontline supervisors.
• Design Train-the-Trainer programs to upskill supervisors and agents.
• Measure impact with CSAT, FCR, AHT, QA scores; drive data-driven iterations.
• Lead change management to adopt new training framework and secure buy-in.
• Coordinate external vendor/partner deep-dives for product knowledge.

Skills

L&D Leadership

Proven Scale

Change Management

Instructional Design

Call Center Tech Fluency

Omni-Channel Expertise

Analytical Literacy

Strategic Communication

Project & Cross-Functional Mgmt

Tools

Articulate 360 Suite

Centrical

Iorad

AI Learning tools

Salesforce

NiCE

Job description

ScottsMiracle-Gro in the United States seeks a Training Manager to drive operational excellence across six brands, building end-to-end learning programs from onboarding to ongoing professional development.

You will lead strategic vision, modernize curricula, manage knowledge assets, align stakeholders, and measure impact with CSAT, FCR, AHT, and QA metrics while guiding change and partner engagement.