Senior Customer Care Learning & Development Specialist – Global Training & Compliance Excellence Leader, Retail Innovation at brighthush – Driving Customer Experience Excellence Through Innovative Learning Solutions

About brighthush

brighthush is more than a retailer; it’s a cultural movement that blends timeless fashion with the most advanced digital experiences. With flagship stores in every major city and an e‑commerce platform that reaches millions worldwide, brighthush delivers unforgettable customer journeys that fuse style, technology, and forward‑thinking engagement. Our mission is simple yet powerful: empower every team member to provide exceptional service, drive sustainable growth, and create lasting connections with our customers.

At brighthush, learning and development is a strategic pillar that fuels our competitive advantage. We invest heavily in our people, offering world‑class training programs, mentorship, and career‑building opportunities that align with our core values of integrity, innovation, and inclusivity. Whether you’re a seasoned professional or an emerging talent, you’ll find a culture that celebrates curiosity, encourages experimentation, and rewards impact.

Why brighthush is a Leader in Retail Innovation

In a retail landscape that is constantly evolving, brighthush stands out by marrying classic style with cutting‑edge technology. Our commitment to data‑driven decision making, customer‑centric design, and agile operations has positioned us as a benchmark for excellence. As a global brand, we operate across diverse markets, each with its own cultural nuances and regulatory requirements. This complexity demands a learning ecosystem that is both scalable and adaptable—exactly what the Senior Customer Care Learning & Development Specialist will help us build.

Position Overview

We are seeking an experienced Customer Care Learning & Development Specialist to join our Global Learning & Development (L&D) team based in Columbus, OH. In this role, you will design, develop, and deliver high‑impact learning solutions that elevate the performance of our Customer Care teams across all brighthush brands. You will partner with cross‑functional stakeholders—including Store Operations, Human Resources, Compliance, and Digital Learning—to create scalable, data‑driven training programs that support both frontline staff and leadership.

Key Responsibilities

• Instructional Design & Development: Create engaging, interactive learning content—including e‑learning modules, instructor‑led workshops, micro‑learning videos, and job aids—using industry best practices and the ADDIE model. Translate complex concepts into learner‑centered experiences that drive engagement and retention.
• LMS Administration: Manage the Learning Management System (LMS) to ensure accurate enrollment, tracking, and reporting. Optimize course catalogs, automate workflows, and troubleshoot technical issues to keep learning delivery seamless.
• Stakeholder Collaboration: Work closely with Store Operations, Compliance, and HR to identify learning gaps, define competency frameworks, and align training with business objectives. Facilitate workshops and focus groups to capture frontline insights.
• Data‑Driven Improvement: Analyze training metrics (completion rates, assessment scores, performance KPIs) to assess effectiveness, identify trends, and recommend actionable improvements. Build dashboards that provide real‑time visibility to leadership.
• Compliance & Quality Assurance: Ensure all learning materials meet regulatory standards and internal policies, maintaining audit readiness and supporting continuous improvement. Conduct regular reviews and updates to keep content current.
• Leadership Development: Design and deliver leadership readiness programs for Customer Care supervisors and store managers, focusing on coaching, conflict resolution, and customer service excellence.
• Content Refresh & Localization: Update existing courses to reflect new policies, product launches, and regional nuances. Translate content into multiple languages as needed to support our diverse store locations.
• Project Management: Lead end‑to‑end training projects, setting timelines, budgets, and deliverables while coordinating with vendors and internal teams. Ensure projects stay on track and within scope.
• Innovation & Trend Analysis: Stay current with emerging learning technologies (AR/VR, AI‑driven personalization) and recommend pilot initiatives to enhance engagement and learning outcomes.

Essential Qualifications

• Bachelor’s degree in Education, Instructional Design, Human Resources, or a related field.
• Minimum of 5 years of experience in L&D, preferably within retail or customer service environments.
• Proven track record of designing and delivering large‑scale training programs that drive measurable business outcomes.
• Strong proficiency with LMS platforms (e.g., SAP Litmos, Cornerstone, Moodle) and authoring tools (Articulate Storyline, Adobe Captivate).
• Excellent written and verbal communication skills, with the ability to translate complex concepts into clear, actionable learning.
• Data‑savvy mindset: experience with learning analytics, reporting dashboards, and using data to inform decisions.
• Project management experience, including budgeting, scheduling, and stakeholder coordination.
• Knowledge of retail operations, customer service best practices, and compliance requirements.
• Strong interpersonal skills, with the ability to influence and collaborate across all levels of the organization.

Preferred Qualifications

• Master’s degree in Instructional Design, Organizational Development, or a related discipline.
• Experience with advanced e‑learning technologies such as virtual reality (VR), augmented reality (AR), or AI‑based adaptive learning.
• Certification in Instructional Design (e.g., CPLP, ATD Certified Professional in Learning and Performance).
• Experience managing a global L&D function with multi‑regional teams.
• Background in data science or analytics, with proficiency in SQL, Tableau, or Power BI.
• Multilingual capabilities to support diverse store locations.

Core Competencies & Skills

• Instructional Design Excellence: Ability to craft learner‑centered experiences that drive engagement and retention.
• Analytical Thinking: Strong problem‑solving skills, with a focus on data‑driven decision making.
• Project Leadership: Proven ability to manage multiple initiatives simultaneously, delivering on time and within budget.
• Collaboration & Influence: Skilled at building relationships with stakeholders and driving consensus.
• Adaptability: Comfortable navigating a fast‑paced, evolving retail environment.
• Customer‑First Mindset: Deep appreciation for the customer journey and the role of frontline staff in shaping it.
• Continuous Learning: Passion for staying ahead of industry trends and incorporating new learning methodologies.

Career Growth & Development Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Customer Care Learning & Development Specialist, you will:

• Progress to senior L&D roles such as Lead Instructional Designer, Learning Program Manager, or Director of Customer Experience Training.
• Lead cross‑functional initiatives that shape the future of retail learning across the organization.
• Participate in executive‑level strategy sessions, influencing the direction of customer service excellence.
• Access a comprehensive learning portal that offers courses in leadership, technology, and personal development.
• Mentor emerging talent and receive coaching from seasoned L&D professionals.

Work Environment & Company Culture

brighthush fosters a culture of collaboration, innovation, and inclusivity. Our Columbus hub is a vibrant, open‑concept space that encourages creativity and teamwork. We celebrate diversity through employee resource groups, community outreach, and inclusive hiring practices. Our values—Integrity, Innovation, Customer Obsession, and Teamwork—are lived daily by every team member.

Compensation, Perks & Benefits

While specific figures vary by role and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates and experience.
• Performance‑based bonuses and incentive plans.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Flexible work arrangements and remote‑work options where applicable.
• Employee wellness programs, including gym memberships and mental health resources.
• Continuous learning stipend and tuition reimbursement for relevant courses.
• Employee discounts on brighthush products and partner services.

Why Join brighthush?

At brighthush, you will be part of a forward‑thinking organization that values innovation, customer experience, and employee growth. Your work will directly impact the quality of service our customers receive, and you will have the opportunity to shape the future of retail learning on a global scale. If you are passionate about creating transformative learning experiences, thrive in a dynamic environment, and want to make a tangible difference, we want to hear from you.

How to Apply

Ready to elevate customer care through learning and development? Click the link below to submit your application and join the brighthush team.

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