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The Learning Manager Customer Promise leads the design delivery and evolution of learning programs that enable Dent Wizard teams to consistently deliver on our Customer Promise. This role drives behavior change through strategic learning experiences supports leadership development for Xoperations Managers and ensures alignment with business priorities. Success in this role means equipping teams with the skills tools and mindset needed to exceed customer expectations and drive operational excellence.

Key Responsibilities:

Strategic Learning Program Leadership (40%)

• Lead the end-to-end strategy design and execution of scalable learning programs that drive operational excellence and align with business priorities.
• Conduct regular assessments in collaboration with business leaders to refine existing programs and propose future ones.
• Lead content planning using adult learning principles incorporating real-world scenarios and role-specific challenges.
• Act as the primary or backup facilitator for designated programs coordinating with subject matter experts to enhance content. Conduct interactive training sessions and workshops using methods like group activities discussions simulations and case studies. Employ effective facilitation techniques to foster engagement and enhance both individual and team effectiveness.
• Regularly update and refine training materials to maintain accuracy and professional presentation.
• Ensure programs are scalable across roles and geographies with clear learning paths and measurable outcomes.

XOperations Manager Development (25%)

• Establish onboarding and continuous development frameworks tailored to the evolving needs of field leadership.
• Refine existing and/or develop new programs for enhanced Operations Management support based on evolving business practices and initiatives.
• Partner with Operations leadership to align development programs with performance metrics and business outcomes.
• Develop and lead Operations Manager performance groups based on identified knowledge and/or skill gaps.

Knowledge Management (15%)

• Curate and evolve a centralized user-friendly digital knowledge ecosystem that empowers managers with just-in-time learning and performance support
• Ensure that new content is integrated effectively and maintained for ongoing accessibility.
• Ensure content is searchable role-relevant and integrated with performance support tools (e.g. job aids microlearning).

Learning Impact & Analytics (10%)

• Translate learning data into actionable insights that inform business decisions improve program effectiveness and demonstrate ROI
• Enhance evaluation methods to include Kirkpatricks Levels 3-4 for designated programs.
• Develop and analyze metrics including enrollment and KPI impacts to improve course quality and effectiveness.
• Collaborate with HR and Ops to link learning outcomes to KPIs such as retention productivity and customer satisfaction.
• Provide data reports on learning outcomes and make recommendations for ongoing improvement.
• Use data to tell the story of learning impact from behavior change to business results.

Learning Operations & Logistics (10%)

• Manage vendor performance and negotiate contracts to ensure quality and cost-efficiency.
• Oversee registration classroom setup and material preparation.
• Ensure spend is within company parameters adopting cost containment measures as realized.
• Support partnership with National Technician Training Manager by overseeing trainee logistic needs.
• Ensure seamless learner experience across modalities (virtual in-person on-demand).

Other Duties as Assigned

Competencies Required

• Customer Focus
• Employee Development
• Change Leadership
• Data-Informed Decision Making
• Learning Agility
• Business Acumen
• Critical Thinking
• Project Management
• Collaboration

Position Requirements:

• Minimum 7 years of progressive experience in learning and development with a proven track record of designing and delivering high-impact programs across multiple modalities. Experience in operations or frontline leadership development preferred.
• Experience designing learning for field-based or decentralized teams
• Familiarity with learning platforms (e.g. LMS content authoring tools)
• Certification in instructional design coaching or facilitation (preferred)
• Able to work independently as well as a member of high-performance teams in a project driven environment.
• Ability to manage multiple priorities and collaborate with cross-functional teams.
• High level of detail and project management skills.
• Strong organizational analytical and communication skills.
• Advanced facilitation and coaching skills.
• Proficiency in Microsoft Office Suite.

Location & Travel Requirements:

• This is a hybrid position.
• This position will be based in the Charlotte NC metro.
• Relocation is available for qualified candidates.
• This position requires up to 50% annual travel.

Drug Policy

• All applicants being considered for employment must pass a pre-employment drug screening and background check.

All candidates selected for offer will undergo post-offer pre-employment screening appropriate to the role. This may include but is not limited to a physical examination vision assessment background check and drug screening. Any such screening will be appropriate for the role the same for all employees entering the same job category and conducted in accordance with applicable laws and regulations.

The compensation offered for this position will depend on qualifications experience and geographic location.

The starting compensation is expected to be:

We offer a competitive & comprehensive benefit package including: paid time off medical dental vision and 401k match (50% on the dollar up to 7% of employee contribution). For more information on our benefit offerings please visit our Dealer Tire Family of Companies Benefits Highlights Booklet.

EOE Statement: Dent Wizard is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race color national origin religion gender age veteran status political affiliation sexual orientation marital status or disability (in compliance with the Americans with Disabilities Act*) or any other legally protected status with respect to employment opportunities.

*ADA Disclosure: Any candidate who feels that they may need an accommodation to complete this application or any portions of same based on the impact of a disability should contact Dent Wizards Human Resources Department to discuss your specific needs. Please feel free to contact us at