About the role: The Training Manager will be a hands-on leader focused on driving the learning strategy for the B2C Customer Service organization. They will focus on developing and administrating a world-class training program with an emphasis on strategic improvements to the current training process. This position will regularly interact with employees, BPOs, all levels of management across the Stanley Black & Decker Enterprise and commercial customers with the end-goal of improving the customer journey and efficiencies in the GCX B2C organization. Role Responsibilities: - Owns the roadmap, management, and outcomes for new Strategic learning programs. - Creates needs analysis (based on data), including Measurement Plan, and strategic learning assessments, as a basis for targeted learning solution design. - Manage competency alignment with HR and business leaders, for role and career development plans and role-based learning assessments. - Develop and manage the learning implementation plan, change management, comms, and engagement plans and strategies to foster a positive acceptance and activation of learning and development solutions. - Partner with Learning Experience Designers and Learning Operations Manager to ensure the provision of LMS and Platform support, room logistics, catering, and materials for classroom training. - Facilitate strategic learning programs, as needed based on learning solution design. - Measure Impact of strategic learning solutions using data extracts from Business results, business tools, and LMS/Learning Platleadership.ts through work with Operations Reporting Manager on learning delivery metrics reports and dashboards aligning to desired business outcomes, and present results back to leadership - Draw conclusions and provide further guidance based on data output from learning dashboards, training, behavior studies/surveys, business reports. - Work with key stakeholders across the GCX B2C team to develop and implement a culture of continuous learning. - Mastery of team's role specific skills - Oversight of employees' performance - Ensure teams accountability for meeting goals and deadlines. - Approaches work from the perspective of "what is the desired/required business outcome." - As a Truth-Seeker, uses data trend analysis to make decisions. - Drives team to measure the learning effectiveness of their learning solutions. - Looks at options of using a blended learning approach or digital strategy for learning solutions. - Ensures team is providing Intelligence Led Learning (learning solutions backed up by data) - Stays current on new learning technologies. - Practices design thinking where appropriate in working towards solutions. - Drives towards learning in the flow of work. - Thinks in context of learning journeys vs one off solutions. - Works across the learning team as a team of leaders, dot connectors, and empowered owners of our business of learning. - Coaches their teams as well as managers, supervisors and others involved in employee development efforts. Knowledge and Skills: - Performance Consulting - Learning Metrics and ROI - Adult Learning Theories and Models - Organizational Behavior - Instructional Design and Learning Technologies - Design Thinking - Six Hats Thinking - Training Delivery and Facilitation - Change Management - Coaching - Executive Communications - Business Acumen - Data Literacy - Digital Dexterity Required Experience: - BA Required - preferably in Communications, Business or Education - 10+ years of experience in the training field - 3+ years of experience leading training strategy **We Don't Just Build The World, We Build Innovative Technology Too.** Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 58,000 professionals in 60 countries across the globe. Here, you'll get the unique chance to impact some of the world's most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights. **Who We Are** We're the World's largest tool company. We're industry visionaries. We're solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art "smart factory" products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company. **Global Benefits & Perks** You'll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire. **What You'll Also Get** Career Opportunity: Career