About the job
Join Our Team
At SeekWell, we are the proud parent company of 1-800 Contacts, Luna, and The Framery. Our mission is to simplify and enhance access to essential vision care. With nearly 30 years of experience, we continue to cultivate the award-winning culture initiated by 1-800 Contacts while innovating in the field with groundbreaking products and services that delight consumers and challenge the status quo in the optometry industry. Backed by KKR, one of the world's leading private equity firms, we are on an exciting journey to redefine our industry by prioritizing our customers' needs.
Your Opportunity
The Learning & Development Manager is pivotal in shaping our training and communication strategies to support an exceptional omnichannel contact center. You will be responsible for curriculum design, training execution, governance of learning technologies like Docebo, and enhancing internal communications within our Customer Department while leading and mentoring a team of trainers. Your focus will be on creating measurable and scalable learning solutions aligned with our operational performance and compliance standards.
Key Responsibilities
Training & Curriculum Development
- Design and implement comprehensive training programs for onboarding, product education, sales effectiveness, quality assurance, compliance, and ongoing development within our call center.
- Conduct thorough needs assessments to identify skill gaps and establish training priorities that align with call center KPIs and business goals.
- Create engaging learning materials utilizing adult learning principles and instructional design best practices.
- Evaluate training effectiveness through assessments, certifications, and performance insights, providing strategic recommendations to leadership.
- Develop and execute measurement strategies to track training effectiveness through various metrics, including assessments and data analysis.
Training Execution & Operational Collaboration
- Oversee the delivery of all training initiatives for the call center, ensuring readiness and optimal performance among employees.
- Collaborate with Operations, HR, Recruiting, Marketing, IT, and other departments to ensure training aligns with strategic initiatives.
- Monitor operational metrics and proactively propose training-based solutions to enhance performance outcomes.
- Manage the call center communication strategy, ensuring clarity and timeliness of messaging while assessing communication effectiveness.

