Multibrand Consumer Service Training Lead

Renew Cannabis Co.; Marysville (OH); On-site; USD 100,000 - 117,000; Full time

Benefits offered by this job

Live Total Health program

401K matching

Job summary

ScottsMiracle-Gro is seeking a Training Manager to drive operational excellence across global learning strategy and six brands. You will architect scalable training, audit and build end-to-end programs, and modernize curricula with LMS and micro-learning.

You will partner with Consumer Service Leadership and Brand teams, empowering supervisors and frontline agents through Train-the-Trainer programs. The role emphasizes data-driven iteration, change management, and cross-functional collaboration

Qualifications

• 5+ years in L&D or Training Management in customer service.
• Experience building end-to-end programs across multiple brands.
• Prosci or similar change management certification is a plus.

Responsibilities

• Define and execute global training strategy for 6 brands.
• Audit, build, and maintain a scalable learning framework.
• Develop classroom and virtual curricula with micro-learning.
• Maintain centralized knowledge base with rapid updates.
• Lead Train-the-Trainer programs for supervisors and agents.
• Measure KPIs like CSAT, FCR, AHT to drive improvements.
• Collaborate with Marketing, Brand and Consumer Services teams.
• Manage vendor relationships for training content and sessions.

Skills

L&D Leadership

Scale Training Programs

Change Management

Instructional Design

LMS & e-learning

Call Center Tech Fluency

Omni-Channel Training

Data-Driven Improvement

Strategic Communication

Project & Cross-Functional Mgmt

Tools

Articulate 360 Suite

Centricral

Iorad

AI Learning tools

Salesforce

NiCE QA

Job description

ScottsMiracle-Gro is seeking a Training Manager to drive operational excellence across global learning strategy and six brands. You will architect scalable training, audit and build end-to-end programs, and modernize curricula with LMS and micro-learning.

You will partner with Consumer Service Leadership and Brand teams, empowering supervisors and frontline agents through Train-the-Trainer programs. The role emphasizes data-driven iteration, change management, and cross-functional collaboration