Learning & Development Lead - BPO Training

Bed Bath & Beyond, Inc. • Full-time • New Hampshire, United States, US • 3w ago

We Go Beyond:

At Beyond, we believe that everyone should “Be You!”. Beyond is a community that upholds a culture of understanding, acceptance, and respect. We believe a person’s individuality is at the core of diversity, and those traits, beliefs, and characteristics should be valued and embraced. Living by this ethos is essential to the success of our business. Our goal is to foster a more diverse environment where every employee visibly demonstrates inclusive behaviors and respect for individuals.

This position is eligible for remote work. Currently we can hire employees in the following states: Arizona, California, Connecticut, Florida, Georgia, Idaho, Kansas, Maine, Massachusetts, Michigan, Minnesota, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, South Dakota, Texas, Utah, Washington, Wisconsin, Wyoming. This role will have occasional on site expectations.

Key Responsibilities:

Partner with internal teams, SMEs, business leaders, and external BPO training managers to identify training needs and implement scalable learning solutions.
Design and manage training programs across in-house and BPO teams, ensuring alignment with company goals, brand standards, and performance expectations.
Conduct training needs assessments using instructional design methodologies (e.g., ADDIE) to propose the most effective learning strategies.
Build and maintain collaborative relationships with BPO training teams, providing guidance, coaching, and ongoing communication to ensure consistency in delivery and content.
Develop, facilitate, and support learning programs including classroom training, webinars, online courses, and workshops across various platforms and geographies.
Create, update, and manage training curricula and knowledge content in coordination with internal and BPO partners.
Provide onboarding and upskilling support for BPO trainers, including train-the-trainer sessions, shadowing, and curriculum walkthroughs.
Monitor and report the performance of training programs and learner engagement, including tracking KPIs, course completions, and feedback loops for both internal and outsourced teams.
Lead regular check-ins and syncs with BPO training leads to share best practices, address challenges, and align on learning objectives and updates.
Evaluate the effectiveness of training using metrics and data analysis, and present recommendations to stakeholders for continuous improvement.
Support the development and execution of leadership and management training initiatives across BPO and internal operations.
Facilitate communication and alignment between business units, BPO operations, and the internal training function to drive strategic priorities.
Manage learning content and updates across internal and external knowledge bases and LMS platforms.
Identify and recommend process improvements and innovations in training methods to meet evolving business and learner needs.
Support the Training Manager with strategic initiatives, reporting, and ongoing performance coaching for the training team.
Stay current with industry trends and evolving training technologies to maintain a future-forward learning culture.
Ensure all training programs follow compliance and organizational policies.
Perform other duties as assigned by management.

Qualifications:

Bachelor’s degree in Education, Organizational Development, Human Resources, or related field.
3–5 years of experience in learning and development, including experience managing or collaborating with BPO or remote training teams.
Strong knowledge of instructional design methodologies and adult learning principles (e.g., ADDIE).
Proven success in facilitating training across multiple channels and geographies.
Experience developing trainer enablement materials and managing remote trainer performance.
Exceptional communication and interpersonal skills, with the ability to influence across cultures and time zones.
Ability to analyze training data, assess impact, and present actionable insights to stakeholders.
Proficiency with learning technologies, authoring tools (e.g., Articulate, Rise, Canva), and learning management systems (LMS).
Organized, detail-oriented, and capable of managing multiple projects and priorities in a fast-paced environment.
Experience supporting customer service, operations, or sales training in a BPO environment is a plus.

Equal Employment Opportunity:

It is our policy to provide equal employment opportunity for all applicants and associates. This policy includes our commitment to ensure that all employment decisions are made without regard to race, color, religion, gender, national origin, disability, pregnancy, veteran status (including Vietnam era veterans), age, sexual orientation, gender identity, or any other non-job-related characteristic protected by law.

Who We Are:

We’re a passionate group of collaborative problem solvers and creative innovators, working on cutting-edge technology. From building award-winning retail applications (with amazing AR functionality) to creating leading blockchain and machine learning technologies, each of us embodies a unique value and contributes a diverse perspective to the team.

What We Offer:

401k (6% match)
Flexible Schedules
Onsite Health Clinic
Tuition Reimbursement, Leadership Development Program, & Mentorship Program
Onsite Fitness Center
Employee Resource Groups (LatinX, Black Employee Network, LGBTQIA+, Women’s Network, Women In Tech)
And More…
Benefits vary based on position, tenure, location, and employee election

Physical Requirements:

This position requires you to sit, stand and perform general office functions. You may also be required to lift up to 25 pounds occasionally. Bending, stooping and reaching are also frequently required.

Equal Employment Opportunity:

It is our policy to provide equal employment opportunity for all applicants and associates.  This policy includes our commitment to ensure that all employment decisions are made without regard to race, color, religion, gender, national origin, disability, pregnancy, veteran status (including Vietnam era veterans), age, sexual orientation, gender identity, or any other non-job-related characteristic protected by law.

Back to Beyond Careers

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