Consumer Services Training Manager

Here at ScottsMiracle-Gro there is no such thing as a typical day. Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace. Below are details on an open job. If the role interests you and you would like to be considered we encourage you to apply!

As the Training Manager, you will drive operational excellence across the following areas:

• Strategic Execution Vision & Scale: Act as the chief architect of the department’s long-term learning strategy, translating high-level business goals into a scalable operational vision. You will define how training executes globally, balancing standard operating procedures with localized agility and establish the frameworks, methodologies, and delivery standards that ensure training directly accelerates frontline performance and brand loyalty.

• End-to-End Learning Architecture: Audit, build, and execute a comprehensive training framework from the ground up, covering new-hire onboarding through advanced, year-round professional development.

• Multi-Brand Integration: Deeply understand the unique voice, compliance needs, and customer personas of all 6 brands to create modular, brand-accurate training that maintains operational efficiency.

• Curriculum Modernization: Develop robust classroom and virtual-classroom curricula alongside continuous, micro-learning modules. Transition legacy documentation into interactive, accessible LMS and multimedia assets.

• Knowledge & Content Management: Own and maintain the centralized knowledge base as the real-time source of truth for all 6 brands. Establish rapid feedback loops with brand partners to update materials for new product launches or policy changes.

• Stakeholder Alignment: Bridge the gap between Consumer Service Leadership (KPI alignment), Brand Partners (voice/product knowledge), and Frontline Supervisors (day-to-day execution).

• Supervisor & Agent Empowerment: Design "Train-the-Trainer" frameworks to upskill supervisors and senior agents. Partner with supervisors to identify skill gaps, provide coaching frameworks, and ensure classroom training successfully transitions to the floor.

• Data-Driven Iteration: Define learning KPIs and measure training effectiveness against actual operational metrics (e.g., CSAT, First Contact Resolution, First-Month Retention, AHT). Partner with Quality Assurance (QA) to deploy targeted micro-training for compliance or soft-skill gaps.

• Change Management & Agility: Lead the organizational change management required to transition the team to the new training framework, securing buy-in from staff and management.

• Vendor & Partner Management: Act as the primary point of contact for external brand partners to coordinate specialized product deep-dives that align with internal customer service standards.

Candidate Qualifications

Experience & Education

• L&D Leadership: 5+ years of experience in Learning & Development (L&D) or Training Management, specifically within a Customer Service, Call Center, or Consumer Experience environment.

• Proven Scale: Demonstrated experience building end-to-end training programs from scratch, ideally supporting a multi-brand or multi-product portfolio.

• Change Management: Proven experience leading a major organizational shift or program overhaul (Prosci or similar certification is a strong plus, ADKAR models).

Knowledge, Skills, and Abilities

• Instructional Design & Tech Stack: Mastery of adult learning theories and instructional design for synchronous and asynchronous learning. Deep experience leveraging LMS platforms and e-learning tools (e.g., Articulate 360 Suite, Centrical, Iorad, AI Learning tools).

• Call Center Tech Fluency: 4+ years of hands-on experience utilizing call center technology stacks, including CRMs (e.g., Salesforce) and QA software (e.g., NiCE).

• Omni-Channel Expertise: Deep understanding of training mechanics across voice, live chat, email, and social media channels.

• Analytical Literacy: Strong data literacy with the ability to diagnose performance gaps using call center metrics (CSAT, NPS, FCR, AHT, QA scores) to measure the financial impact of training interventions.

• Strategic Communication: Superior written and verbal communication skills, with a proven track record of translating complex operational data into compelling executive presentations for C-level stakeholders.

• Project & Cross-Functional Management: Ability to manage multiple complex projects simultaneously, keeping 6 distinct brand training tracks organized. Strong collaboration skills across Marketing, Brand and internal Consumer Services partners.

90-Day Success Roadmap

• Day 30 (Discovery & Relationships): Complete a deep-dive audit of current training gaps across all 6 brands and build trust-based relationships with leadership, supervisors, and brand partners.

• Day 60 (The Blueprint): Present a comprehensive roadmap for the new end-to-end classroom and year-round training program, fully aligned with stakeholders.

• Day 90 (Execution): Roll out the first phase of the overhauled new-hire onboarding program for a pilot brand or cohort.

Here at ScottsMiracle-Gro, we believe providing an enriching and engaging employee experience is what sets us apart from other organizations. We recognize our employees are so much more than just their job title so we offer programs and benefits that support them in all aspects of their lives. Wondering how we do it? Below is a glimpse of our highlight reel…

• Our Live Total Health program provides you with options to align to your personal needs.  Selections range from medical, dental and visioncoverage for you, your spouse/domestic partner and dependents to an outstanding wellness reimbursement program to an unbelievable 401K match (up to 7.5%)as well as a 15% discount on company stock and much more

• We know ourtalent is our most precious asset and your unique development contributes to our organization’s success now and in the future.  Career growth at our company is not always a ladder.  It’s much more like a rock climbing adventure.  Grow through exploration and experiences rather than a predictable linear path.

• We value the importance of family. We provide access to Maven Family Planning and up to $30,000 to accommodate for adoption, fertility and surrogacy.

• Be part of something bigger by joining one of our Employee Resource Groups focusing on diversity and inclusion, family, education and sustainability: Scotts Women’s Network, Scotts Black Employees’ Network, Scotts Veterans Network, Scotts Young Professionals, Scotts Pride Network (GroPride), Scotts Associates for a Greener Earth (SAGE), Scotts Family TREE and our Associate Boards.

• Join a company with a strong belief in giving back to the communities where we live and work.  We have a shared passion for service and volunteerism and believe participating in community service benefits our communities and strengthens our team. 

Not interested in this role? Stay up to date on future opportunities by joining our ScottsMiracle-Gro talent communities.

Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace.

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity

Notification to Agencies:

Please note that the Scotts Miracle-Gro company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Master Service Agreement, and specific approval to submit resumes to an approved requisition, the Scotts Miracle-Gro company will not consider or approve payment regarding recruiter fees or referral compensations.