Customer Experience Continuous Improvement & Learning Sr. Manager

Boston FAM • Full-time • Stevens Point, WI, US • 1w ago

Brief Description

The CX Continuous Improvement & Learning Sr. Manager is responsible for driving process improvement initiatives across the company while developing and delivering learning content to support employee growth and operational excellence. This role will create standard work, develop training materials, and provide coaching support to enhance team performance and service delivery. The role is highly engaged in-store, in operations, and in the office, ensuring direct interaction with frontline teams to drive improvements where they matter most.

Primary Responsibilities:

Leading continuous improvement initiatives across the company, identifying opportunities for efficiency and effectiveness.
Creating, documenting, and maintaining standard work processes to ensure consistency across teams.
Developing learning content, including training programs, job aids, and process guides, to support employee development.
Coaching and mentoring employees to enhance performance and drive a culture of continuous improvement.
Measuring and analyzing process improvements to ensure sustainability and ongoing refinement.
Partnering with leadership to align continuous improvement and learning efforts with business objectives.
Leading management changes in efforts to ensure successful adoption of new processes and training initiatives.

Requirements

Education & Experience:

Bachelor’s degree in Business, Learning & Development, Organizational Leadership, Operations Management, or a related field (or equivalent experience).
5+ years of experience in continuous improvement, learning & development, or a related role.
Experience working across multiple business areas with a focus on process improvement and training.
Knowledge of Lean, Six Sigma, or other process improvement methodologies.
Experience leading training programs and coaching employees.

Skills & Competencies:

Strong knowledge of continuous improvement methodologies (Lean, Six Sigma, PDCA, etc.).
Excellent written and verbal communication skills.
Strong facilitation and coaching abilities.
Ability to develop engaging learning content for various audiences.
Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word), learning management systems, and data analysis tools.
Strong analytical and problem-solving skills.
Leadership and change management expertise.
High attention to detail and ability to manage multiple projects.
Work Environment & Physical Requirements
Highly engaged in-store, in operations, and in the office, balancing hands-on work with strategic planning.
Frequent presence on the sales floor and in distribution, service, and warehouse environments to identify process improvement opportunities.
Regular travel to company locations for training, coaching, and process improvement work.
May require standing, walking, and presenting in front of groups for extended periods.
Collaborative work environment with interaction across multiple departments.

To apply or learn more about our company, we encourage you to check out our Careers page at: www.joinbfd.com

BostonFAM is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected.

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