The Retail Program Manager, Learning and Development, is responsible for managing the instructional design strategy and execution of content/programs for Comcast Retail employees. Critical to this role is managing the instructional integrity of curriculum across all Retail programs to ensure quality and effective training.
This position will work in collaboration with fellow CU Program Managers, subject matter experts, and business clients to design, develop, and implement a blend of strategic learning programs for a variety of subject areas, including, but not limited to: Retail Operations, Sales effectiveness and Field Operations. These programs are developed and delivered in both instructor-led, self-directed and virtual learning formats. This individual is responsible for engaging in the full instructional design and development cycle, and uses and recommends technology-based tools to improve the instructional integrity of training materials and be responsible for delivery (facilitation) of train-the-trainer sessions.
MAJOR DUTIES: (May perform any or all of the following duties.)
Manage overall instructional design responsibility of core Retail programs and materials/curriculum to ensure business needs are accurately identified and met in the following areas:
c.Retail Operations and customer experience
Collaborate with University staff, senior customer care operations management and other departments regarding training needs, curriculum design, development and delivery in order to create relevant solutions for business units. developing high-quality, cost-effective training programs
Conduct training needs analysis.
Design, develop and implement learning strategies that supports large scope blended solutions as well as single business events
Continuously update and enhance existing programs taking into account new delivery methods and solutions.
Create sound maintenance plans to keep programs current with changing business needs, digital-first technology and company strategy.
Continually improve a systematic instructional design model to optimize capability to develop courses that may include a wide variety of media.
Manage project timelines and coordinate with others to meet project deliverables
Insure program supports business objectives and goals for the Sales/Retail College
Facilitation of train-the-trainer sessions
Manage in-house resources (SMEs) and outside consultants to produce innovative learning solutions
Develop (and oversee) all components of respective training program(s), including: learning objectives, performance objectives, participant materials, facilitator materials, videos, job aids and assessments.
Ensure learning modules and components are incorporated into the New Hire Program in a timely manner.
Evaluate the effectiveness of respective training program(s) through operational metrics.
Analyze and manage strategies to maximize learner performance.
Effectively manage assigned projects within project requirements, quality, timelines, and budget.
Prepare, update, and present training programs and seminars, as required.
Travel, as required.
Perform other related duties as assigned.
Minimum of four years of experience in retail and sales environment
Experience in Instructional Design, preferably in a Retail or sales training setting
Knowledge of sales methodology, sales intelligence, Omni-channel sales and service, social selling strategy
Proficiency with graphic design and multi-media tools such as: Articulate, Captivate, Photoshop and/or other eLearning development tools
Knowledge within Learning Management Systems, Online Learning, Adobe Suite, and preferably audio/video exposure.
Excellent oral and written communication skills
Proven expertise with large-scale organizational learning initiatives
Proven ability to establish and maintain positive relationships in a matrixed organization
Master's Degree in Instructional Design, Educational Technology, Instructional Technology, Adult Education or related discipline preferred.
Comcast is an EOE/Veterans/Disabled/LGBT employer