Manager, Learning and Development

Who we are

Seek Well is the parent company of 1-800 Contacts, Luna, and The Framery. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, pioneering products and businesses that make consumers cheer and optometrists squirm.

We're owned by KKR - one of the world's largest and most successful private equity investment companies. We've built an excellent company and changed an industry by putting the customer first, always. The best is yet to come!

Why you want this job

The Learning & Development Manager owns the end-to-end training and communication strategy that supports high-performing omnichannel contact center operations. This role leads curriculum design, training delivery, learning technology (Docebo) governance, and internal Customer Department communication execution while developing and coaching a team of trainers. The L&D Manager ensures learning programs are measurable, scalable, and aligned to omnichannel workflows, operational performance, compliance requirements, and evolving business priorities.

What you'll do

Training & Curriculum Strategy

* Design, implement, and maintain training programs for new hire onboarding, product knowledge, sales performance, quality initiatives, compliance, and ongoing call center development.

* Conduct needs analyses to identify skill gaps and training priorities aligned to call center KPIs and business objectives.

* Develop engaging, modern learning content using adult learning and instructional design best practices.

* Measure training effectiveness through assessments, certifications, and performance insights, and provide recommendations to leadership.

* Develop measurement strategies for training effectiveness using assessments, evaluations, data insights, and certification paths

Training Delivery & Operational Partnership

* Lead the delivery of all call center training initiatives to ensure employee readiness and performance.

* Partner with Operations, HR, Recruiting, Marketing, IT and cross-functional teams to align training with current and future initiatives.

* Monitor operational metrics and proactively recommend training-based interventions to improve results.

* Own the call center communication strategy, ensuring clear, accurate, and timely messaging. Assess the effectiveness of communication strategies.

Learning Technology (Docebo)

* Serve as the strategic owner and administrator of the LMS (Docebo) for operations, overseeing content governance, reporting, and user experience.

* Partner with teams to expand digital learning, ensure compliance tracking, and leverage new LMS capabilities.

* Manage system configuration, reporting, automation, content structure, and admin roles for operations.

* Evaluate and implement new LMS features, tools, and integrations to enhance learning delivery and analytics.

* Strong Knowledge of omnichannel contact center platforms with ability to scale and align platform capabilities into structured, performance driven training programs

* Understand and design connections between the LMS and AI powered Contact Center Platform

Leadership & Team Development

* Lead, coach, and develop a team of trainers, fostering a culture of quality and continuous improvement.

* Align training resources to operational needs and contribute to long-term L&D planning and strategy.

* Contribute to strategic planning, budgeting, and long‑term development of the L&D function.

What you'll need

* Bachelor's degree in a related field.

* 3-5 years of experience in call center training or learning and development.

* Strong instructional design, curriculum development, and communication skills.

* Proven leadership, coaching, and project-management abilities.

* Expert with learning technologies (LMS experience required; Docebo & NiCE CxOne Omnichannel).

* Excellent written, verbal, and presentation skills.

* ATD/ASTD certification preferred or willingness to pursue.

Why we will love you

* You believe training should drive performance - not just completion rates.

* You get energized by turning messy…