Manager, Operations Training (42667)

The Manager, Operations Training leads learning for GICF's retail, donation, warehouse, and related operations. This role translates SOPs, safety standards, service expectations, and business priorities into practical training that improves field consistency. In partnership with Operations, Learning and Development, HR, Safety, Loss Prevention, IT, and other stakeholders, the position diagnoses performance needs, builds blended solutions, supports rollouts, and refines programs based on feedback and operating results.

Operations Learning Strategy and Performance Consulting                                                                                25%

• Partner with the Senior Director, Learning and Engagement and Operations leaders to set priorities tied to KPIs, competency expectations, operational standards, and risk areas.
• Assess performance through field observation, data review, focus groups, and leader input; distinguish training needs from process, communication, system, or accountability issues.
• Develop learning roadmaps for retail, donation, warehouse, and support operations roles, covering onboarding, role-specific, compliance, and leadership needs.
• Recommend practical training and non-training actions that improve execution, safety, quality, and readiness.

Curriculum Design and SOP Alignment                          25%

• Design and maintain curricula, job aids, facilitator guides, e-learning content, assessments, and reinforcement tools.
• Partner with Operations and process owners to keep SOPs current and aligned to training.
• Apply adult learning principles, ADDIE or comparable methods, and blended approaches to create clear, scalable learning.
• Adapt materials for hourly, supervisory, and multi-site audiences while maintaining accuracy, accessibility, and brand standards.

Program Delivery, Field Implementation, and Change Support                                                                                     20%

• Facilitate training, leader huddles, workshops, field coaching, and train-the-trainer sessions as needed.
• Manage rollout plans, communications, logistics, enrollment, and stakeholder readiness.
• Support operational projects that require training, documentation, change management, field adoption, and post-launch feedback.

Measurement, Reporting, and Continuous Improvement                                                                          15%

• Define success measures for participation, completion, knowledge transfer, skill application, behavior change, and operational impact.
• Use LMS data, operational KPIs, feedback, audits, and leader input to evaluate impact through Kirkpatrick's model or a comparable framework.
• Prepare concise reports and recommendations that identify progress, gaps, trends, and needed improvements.

Team Leadership and Cross-Functional Partnership  15%

• Lead and prioritize assigned instructional design or operations training support staff.
• Manage project scope, timelines, resources, budget recommendations, and vendor or community-of-practice participation.
• Coordinate with HR, Safety, Loss Prevention, IT, Marketing, Finance, Mission Impact, and other teams on learning and change initiatives.

*Percentages reflect typical allocation of time and may shift based on business needs

Scope and Impact

• Functional Scope: Leads operations training strategy, SOP-aligned curricula, facilitation support, and field adoption across retail, donation, warehouse, and related operations.
• Key Partners: Senior Director, Learning and Engagement; Operations and field leaders; instructional design resources; HR; Safety; Loss Prevention; IT; Marketing; Finance; Mission Impact; and Goodwill Industries International learning resources.
• Supervisory Scope: Supervises assigned instructional design or operations training support staff and may lead project teams, subject matter experts, vendors, or cross-functional contributors.
• Decision Authority: Recommends training priorities, curriculum design, delivery methods, success measures, budget needs, and project plans within the approved Learning and Development strategy. Escalates operational risks, resource needs, and material alignment issues to leadership.
• Impact: Improves Team Member capability, SOP adoption, safety practices, customer and donor experience, leadership execution, and readiness for change.