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Senior Manager, Training - Customer Service Centers

Date: Aug 6, 2022

Location: LAKE FOREST, IL, US, 60045-5201

Company: Grainger Businesses

Senior Manager, North America Customer Service Center Training


About Grainger:


Grainger is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. We achieve our purpose, We Keep the World Working®, by serving more than 4.5 million customers with a wide range of products that keep their operations running and their people safe. Grainger also delivers services and solutions, such as technical support and inventory management, to save customers time and money.


We're looking for passionate people who can move our company forward. As one of the 100 Best Companies to Work For, we have a welcoming workplace where you can build a career for yourself while fulfilling our purpose to keep the world working. We embrace new ways of thinking and recognize everyone is an individual. Find your way with Grainger today.


Position Details:


The Senior Manager manages all aspects of learning and development in the Customer Service Centers (CSC) organization. This includes delivery of learning and development programs such as all training programs for new hires and CSC team members as they evolve throughout their careers spanning both the U.S. and Canada.


You will report to the Director, CSC Planning and Support and this role will be based in Lake Forest, IL.

You Will:


  • Manage, coach, and develop team of Customer Service Center Training Managers, Training Supervisors, Customer Service-Learning Delivery and Development Consultants, Customer Service-Learning Coordinators throughout North America.
  • Oversee the development and management of the new hire and continuing training curriculum for all team members and leaders of the Customer Service Center.
  • Assess and develop training for new company and organizational programs.
  • Monitor ongoing operational trends to improve learning, development and training, and the quality and effectiveness of the customer experience.
  • Manage the use of multiple approaches in the delivery of content to team members (ex: traditional classroom, virtual classroom, technology-based learning, blended learning, reinforcement sessions, coach-the-coach, etc.).
  • Design and improve training programs and content based on our needs.
  • Partners with multiple teams to identify learning needs and possible solutions for our company, departments and individuals
  • Identify learning needs through analysis, partnering discussions, and work with other important resources.
  • Identify stakeholder goals; set expectations and deliverables.
  • Create innovative training program development using industry benchmarking
  • Develop specific learning solutions for specific units and departments using design methodology, project management techniques and blended learning delivery options;
  • Monitor and guide accountability for training programs


You Have:




  • Bachelor's Degree Required: preferred degree in business, education, adult education, social sciences, organizational development or related fields
  • Master's Degree preferred




  • 3+ years of management experience in a manager position with direct reports / indirect reports
  • Expertise in coaching and providing feedback to improve Customer Service Centers, teams and training for new hires and continuous learning.


Adult Learning:


  • 5+ years of learning and development experience
  • In-depth knowledge and experience in adult learning, employee development, consultation skills, and delivery technologies.
  • Ability to work and collaborate with, and influence all levels.
  • Expertise in group facilitation.


General Experience:


  • Experience with customer service dynamics and knowledge of basic workforce management principles and process
  • Strong knowledge of business operations
  • Experience thinking systemically: distilling trends and actions from data
  • Build and influence network of partners to ensure understanding and incite action.
  • Travel requirements: In and out of town travel up to 50%.


Rewards and Benefits:


With benefits starting day one, Grainger is committed to your safety, health and wellbeing. Our programs provide choice and flexibility to meet our team members' individual needs. Check out some of the rewards available to you at Grainger

  • Medical, dental, vision, and life insurance plans
  • Paid time off (PTO) and 6 company holidays per year
  • Automatic 6% 401(k) company contribution each pay period
  • Employee discounts, parental leave, 3:1 match on donations and tuition reimbursement
  • A comprehensive set of emotional, financial, physical and social wellbeing programs


DEI Statement

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.