Crate and Barrel ยท 1 day ago
Senior Learning Partner, Customer Care
Northbrook, IL
Full-time
Onsite
Mid, Senior Level
3+ years expCrate and Barrel is seeking a Senior Learning Partner for their Customer Care channel, responsible for enhancing the learning experiences of both internal teams and external BPO partners. This role focuses on designing impactful training programs, collaborating with leadership, and ensuring consistent delivery of learning across all Customer Care audiences.
Retail
Responsibilities
Design and develop engaging learning experiences for Customer Care associates and leaders, including new hire training, system training, compliance, and skill-based learning
Adapt enterprise learning programs (e.g., Selling, Product, or Services training) for the Customer Care environment
Create clear, visually appealing, and easy-to-use materials for virtual, classroom, and on-demand delivery
Facilitate leadership training sessions, T3 programs, and other live or virtual training as needed
Serve as the liaison between Customer Care, the L&D team, and BPO training partners to ensure consistent learning experiences
Coach Customer Care leaders on how to sustain learning through huddles, coaching routines, and micro-trainings
Own end-to-end design, delivery, and maintenance of Customer Care-specific training programs
Track and report on training completion, engagement, and business impact metrics
Continuously improve content and delivery based on feedback, performance trends, and operational needs
Act as the primary L&D partner for Customer Care, representing the function in key leadership meetings
Qualification
Required
Deep understanding of Customer Care operations and systems
Strong instructional design skills (eLearning, facilitator-led, virtual, and blended modalities)
Ability to synthesize input from multiple stakeholders into clear, actionable learning plans
Exceptional written and visual communication skills; able to simplify complex information
Strong project management and prioritization skills with ability to manage multiple initiatives simultaneously
Confident facilitator who can lead groups, coach trainers, and support leadership development
Self-starter with strong initiative; able to work independently with minimal supervision
Comfort working in a fast-paced, retail-driven environment with shifting priorities
Collaborative and inclusive communicator who builds trust across functions
3+ years of experience in Learning & Development, with at least 2 years supporting a Customer Care or Contact Center environment
Proven experience designing and delivering end-to-end learning programs (from needs assessment through evaluation)
Strong working knowledge of learning technologies, authoring tools (e.g., Articulate, Rise, Camtasia, and eduMe), and LMS platforms
Experience partnering with cross-functional stakeholders and vendor/BPO training teams
Company
Crate and Barrel
At Crate & Barrel, we help people build a home with purpose.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Janet Hayes
Chief Executive Officer, Crate & Barrel Holdings
Ana Hagemaster
Human Resources Business Partner
Recent News
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2025-09-30
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