Manager, Training Delivery & Performance

Why this role is important

Loblaw Companies Limited is seeking a strategic and results-oriented Manager, Training Delivery & Performance to elevate the learning experience for our contact centre colleagues. This critical role is responsible for ensuring the consistent delivery of high-quality, impactful training across our diverse lines of business, including Loblaw and Shoppers Drug Mart Retail, PC Optimum, and Loblaw Digital. You will play a pivotal role in optimizing training effectiveness, driving performance, and fostering a culture of continuous improvement across our extensive contact centre network, including our vendor partners.

Reporting to the Senior Manager, Contact Centre Learning & Development, you will lead the charge in assessing and enhancing training facilitation standards, analyzing performance data, and overseeing the continuous evolution of our training curriculum. This role involves significant collaboration with internal stakeholders and external vendor partners across multiple geographies, ensuring our training deployment is both effective and scalable. The ability to travel frequently (up to 50% of the time) to support our contact centres and partners is essential.

What You'll Do

• Training Quality & Oversight Lead the observation and evaluation of training facilitation across all programs, ensuring strict adherence to established standards, methodologies, and learning objectives. Provide targeted, constructive feedback and coaching to trainers to foster continuous improvement.
• Performance & Data Analytics : Generate data-driven insights by overseeing and reporting on key performance indicators (KPIs). Analyze training effectiveness and impact data, identifying key trends, and proactively addressing training gaps to enhance colleague performance, retention, and development.
• Curriculum & Program Management : Lead the strategic oversight and execution of annual reviews for all training programs, ensuring content and delivery methods are continuously aligned with organizational goals, industry best practices, and evolving business needs.
• Stakeholder Collaboration & Reporting : Cultivate strong relationships with internal and external stakeholders, including vendor partners, to ensure seamless and effective training deployment. Prepare and present comprehensive reports on training performance, facilitator effectiveness, and program impact to senior leadership, influencing strategic decisions.
• Learning Technology & Innovation : Serve as the primary administrator and subject matter expert for all learning tools, including rapid development platforms and the Centre of Excellence’s Learning Management System (LMS) - Axonify. Stay at the forefront of Learning & Development best practices, emerging technologies, and innovative applications, recommending and implementing solutions for continuous improvement and enhanced effectiveness.

What You Bring

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.