Job DescriptionGlobal Member Services Training Director.How do you fit in?As the Global Member Services Training Director you will be responsible for ensuring maximum effectiveness of our Global Member Services functions by overseeing Training and Learning Solutions (Instructional Design) programs. This role heavily interacts with our partner sites located in the Philippines, Europe, and Mexico. The Director, GMS Training, will be responsible for making advances in our training approach. The right candidate would help evolve our Training programs by bringing experience, new ideas, and concepts to complement our current environment. This role is critical to the success of the Global Member Services Team.
Global Member Services Training Director will report to the
VP, GMS Operations.What You Will Do:Strategy & Organizational Leadership- Direct strategic training initiatives across global contact center operations, ensuring alignment with organizational objectives and business priorities
- Shape organizational learning strategy based on comprehensive needs analyses and stakeholder input, translating business goals into multi-year capability plans
- Own the Training and Learning Solutions roadmaps, including goal setting, initiative prioritization, and quarterly capacity and resource planning
- Communicate vision and strategy for learning across departments and to senior leadership, building executive support for enablement investments
- Drive organizational change through strategic adaptation of training methodologies and processes, leading adoption across partner teams
- Develop risk management strategies and frameworks for learning initiatives, ensuring resilience, compliance, and continuity across regions
- Drive efficient resource allocation across the organization, including annual budget planning and headcount modeling
Training Operations- Oversee new hire onboarding, continuing education, and leadership development, ensuring readiness ahead of every product launch, policy change, and peak season
- Champion coaching initiatives and drive a culture of continuous learning and improvement across all member services centers
- Lead training leaders and functional counterparts at outsourced partner sites, setting delivery standards, facilitator certification requirements, and performance expectations
- Own apprenticeship and internal talent pipeline programs that develop high-performing agents into trainers, designers, and advanced support specialists
- Partner with workforce planning on hiring forecasts, class schedules, and training capacity to meet operational demand
- Conduct routine delivery audits and coaching observations; survey agents and leaders on training quality and act on what the feedback shows
- Perform root-cause analysis on performance gaps and recommend policy, process, and content changes grounded in data
Learning Solutions (Instructional Design)- Drive content strategy and innovation, ensuring learning experiences are modern, measurable, and tied to business outcomes
- Champion creativity and innovation at the organizational level, driving development of advanced learning experiences including digital cohorts, system simulations, microlearning, and video
- Establish and enforce quality standards for instructional design, driving a culture of excellence and continuous improvement
- Direct intake, prioritization, and service-level management for learning requests across a global stakeholder base
- Build the team's design capability through coaching, structured development paths, and apprenticeship programs
Enablement Technology & Governance- Direct technology initiatives at the organizational level, leveraging technology to transform learning and development practices
- Serve as business owner for global learning platforms, including the learning management system and authoring tools, covering governance, licensing, administration, renewals, and enhancement roadmaps
- Establish strategic partnerships with technology vendors to bring leading-edge learning capabilities to the organization
- Lead evaluation and selection of future-state learning technology, including RFI/RFP processes, architecture design, and multi-year roadmaps
- Build and maintain the learning technology governance framework covering access, content standards, and documentation practices
- Identify and apply AI capabilities that improve learning speed, quality, and frontline performance
Measurement & Business Impact- Drive organizational learning evaluation, using data and analytics to inform strategic decisions and improve outcomes
- Own training KPIs including new hire graduation rate, new hire assessment performance, 90-day retention, continuous learning completion and scores, and facilitator certification
- Own Learning Solutions KPIs including on-time project delivery, rework rate, material acceptance rate, request SLA attainment, and learner course ratings
- Present learning performance, risks, and recommendations to executive leadership on a recurring cadence
Partnership & Stakeholder Management- Build strategic partnerships to advance learning goals and leverage resources across corporate, regional, and outsourced organizations
- Partner with Operations, Quality, and Workforce Management to ensure readiness ahead of every business change
- Partner closely with Program Management, which owns internal communications, to ensure learning content and organizational messaging launch together and stay consistent
- Manage outsourced partner relationships supporting Training and Learning Solutions, including staffing, performance management, and escalation
- Align with regional leadership on rollout timing, localization, and operational readiness for global initiatives
- Mediate complex cross-functional conflicts to mitigate risk and keep initiatives moving
What You Can Bring- 8+ years in training, learning, or enablement, including 3+ years leading leaders in a multi-site contact center or customer care environment
- Proven experience managing global or multi-region programs with outsourced (BPO) partners
- Demonstrated ownership of an instructional design function and modern learning modalities - eLearning, system simulation, video, microlearning
- Experience as business owner for a learning management system platform, including vendor management, licensing, and budget ownership
- Track record of using data to measure learning impact and drive operational improvement, not just training activity
- Experience building and managing a departmental budget
- Strong executive communication: able to brief senior leadership on strategy, risk, and results with clarity
- Comfort operating in ambiguity, influencing without authority, and managing competing priorities at speed
- Willingness to travel internationally to partner sites
Preferred- Experience leading a learning technology evaluation, migration, or platform consolidation
- Experience in e-commerce, retail, subscription, or high-growth consumer businesses
- Experience applying AI tools to learning design, delivery, or performance support
- Experience supporting teams across multiple languages and regions
Where we are:- This role will be based at our LAX Corporate office in El Segundo, CA.
Compensation & Total Rewards:At Fabletics, we believe work and life should fit together! We continue to build a culture of flexibility, to empower you to do your best and put yourself first. Our Total Rewards program rewards employees for their hard work, supporting their health, well-being, families, and ultimately their life journey. Total Rewards at Fabletics includes:
-Hybrid Work Schedule*
-Discretionary Paid Time Off*
-Summer Fridays*
-Healthcare Plans
-Employee Discounts
-401k
-Annual Bonus Program
-Equity Program*
-And More
*Varied for retail, fulfillment and fully remote roles.
The annual base salary range for this position is from $145,000-$160,000. The range provided includes the base salary that Fabletics expects to pay for the role. Offered base salary will be dependent on factors including the scope and complexity of the role, candidate's related work experience, subject matter expertise and work location.
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Security Alert: Protect yourself from scamsAt Fabletics, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Fabletics emphasizes legitimate recruitment practices. Initial communication is primarily via official email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Teams or Zoom-never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.
