Director of Learning and Development - Client Services jobs in United States
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Arhaus · 2 weeks ago

Director of Learning and Development - Client Services

positionBoston Heights, OH
timeFull-time
remoteOnsite
seniorityDirector/Executive
date8+ years exp

Arhaus is seeking an experienced and visionary Director of Learning and Development to lead training and development initiatives for our call center operations. This role is critical in ensuring our customer care teams deliver exceptional service and brand experience, by designing and implementing learning strategies that empower associates and elevate performance.

Consumer GoodsE-CommerceFashionFurnitureHome DecorLifestyleManufacturingReal EstateRetail
Hiring Manager
Gladys George
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Responsibilities

Develop and execute a comprehensive learning and development strategy for call center operations
Design onboarding programs that immerse new associates in Arhaus’ brand values, products, and service standards
Create ongoing training modules focused on customer engagement, product knowledge, communication, and problem-solving
Partner with operations leadership to identify skill gaps and implement targeted development solutions
Lead and develop a team of training specialists
Establish clear performance metrics and evaluate training effectiveness through data and feedback
Lead initiatives to enhance coaching, mentoring, and career pathing for call center associates
Collaborate cross-functionally with HR, Customer Experience, and Retail teams to ensure consistency in service delivery
Stay current on industry best practices and integrate innovative learning technologies and methods
Prepare reports and presentations for senior leadership on training outcomes, associate development, and operational impact
Champion a culture of continuous learning, growth, and customer advocacy within the call center

Qualification

Learning strategy developmentCall center operations expertiseInstructional designFacilitationLearning management systems (LMS)Performance measurementCoachingChange managementCustomer advocacyMentoringCross-functional collaborationLeadershipCommunicationTeam management

Required

Bachelor's degree in Human Resources, Business, Education, or a related field
Minimum of 8–10 years of experience in learning and development, with at least 5 years in call center or customer service operations
Proven success in designing and implementing large-scale training programs
Strong leadership and team management skills, with the ability to inspire and motivate
Excellent communication and presentation abilities
Experience with learning management systems (LMS) and modern training technologies
Analytical mindset with the ability to measure and report on training effectiveness
Deep understanding of customer service excellence, preferably within retail or luxury brands
Learning strategy development
Instructional design and facilitation
Call center operations expertise
Coaching and mentoring
Performance measurement and reporting
Cross-functional collaboration
Leadership and change management
Customer advocacy

Preferred

Master's degree preferred

Company

Arhaus

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Arhaus is a premiere retail chain that designs, manufactures, and sells home furnishings both at retail locations and online.
dateFounded in 1986
location
Hudson, Ohio, USA
people-size1001-5000 employees
web-link
https://www.arhaus.com/

Funding

Current Stage
Public Company
Total Funding
$150M
Key Investors
Monroe Capital
2023-08-16Post Ipo Secondary· $120M
2021-11-04IPO
2017-06-27Debt Financing· $30M

Leadership Team

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Jennifer Porter
Chief Marketing Officer
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Recent News

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Arhaus continues expansion with another California showroom
2025-12-30
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Arhaus to Participate in Upcoming Investor Conferences
2025-11-26
Company data provided by crunchbase