Customer Success Learning Development Specialist

Build Your Career with Ashley Furniture- Where Innovation Meets Comfort

Who We Are:

At Ashley, inspiring the love of home is at the heart of everything we do. As the world's largest manufacturer of home furnishings, we're more than a business - we're a family driven by innovation, competitiveness, and an unwavering commitment to excellence. We persevere through challenges, push beyond the status quo, and constantly seek better ways to deliver an exceptional customer experience. Our solutions-first mindset and dedication to growth are why Ashley remains #1 in our industry.

If you're ready to grow, you've come to the right place. With a true "Growth Mindset," Ashley Furniture invests in developing future leaders and helps every team member learn from the best in the business.

If you are a current Ashley employee: Please login to your UKG account and apply using the internal job board.

Position Overview

The Customer Success Learning & Development Specialist supports Customer Success and Retail teams through comprehensive training delivery, onboarding support, content maintenance, coaching, and process improvement initiatives. This role serves as a critical resource for employee development and operational knowledge, ensuring teams have the tools and training needed to deliver exceptional customer experiences.

Key Responsibilities

Training & Development

• Facilitate and deliver training programs for Customer Success and Retail teams
• Maintain and update learning materials, SOPs, and process documentation to ensure accuracy and relevance
• Support employee development through ongoing coaching and performance support
• Track training completion, learner progress, and adoption of new processes using operational KPIs
• Serve as a subject matter expert resource for process and operational knowledge

Onboarding & Support

• Design and deliver onboarding experiences for new Customer Success and Retail team members
• Provide post-training support to help employees apply knowledge and build confidence
• Conduct check-ins and follow-up coaching to ensure successful knowledge transfer

Content Management

• Create, update, and maintain training materials, job aids, videos, and reference documents
• Ensure content accuracy through collaboration with operations, quality, and leadership teams
• Organize and manage training content in LMS platforms and knowledge management systems

Process Improvement

• Identify workflow inefficiencies and support implementation of process improvements and best practices
• Recommend updates to training materials, SOPs, workflows, and operational processes to improve employee performance and customer experience
• Partner with stakeholders to ensure successful rollout of process updates and changes

Cross-Functional Partnership

• Partner with operations, quality, leadership, and support teams to ensure training content accuracy
• Collaborate on successful rollout of process updates and system changes
• Provide facilitation, feedback, and ongoing support to help employees build knowledge and confidence

Required Qualifications

• Equivalent combination of education and relevant work experience will be considered
• 1-3 years of experience in customer service, training, onboarding, content support, or process improvement environments
• Experience creating and maintaining training content and documentation
• Demonstrated experience facilitating training or presenting to groups

Additional Qualifications (Preferred)

• Experience with LMS platforms, content management tools, and video creation tools
• Proficiency with CRM systems and knowledge base systems
• Background in instructional design or adult learning principles
• Certification in training delivery or instructional design (e.g., CPTD, ATD certificates)
• Strong Microsoft Office skills, particularly PowerPoint and Word
• Experience in retail or customer success environments
• Familiarity with change management principles and practices
• Previous coaching or mentoring experience

Work Environment:

• This position is located in a climate-controlled office environment with standard lighting and moderate noise levels typical of professional workspace settings. The role primarily involves sitting at a desk for extended periods while working with computers, phones, and other office equipment. The collaborative environment includes interaction with team members and may require attendance at meetings, conference calls, and cross-departmental communications during regular business hours.

Benefits We Offer:

• Health, Dental, Vision, Employee Assistance Program
• Paid Time Off; increases with years of service
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Tuition Assistance
• Ashley Wellness Centers (location specific)
• 401(k) and Profit Sharing
• Life Insurance

Our Core Values:

• Honesty & Integrity: Acts with transparency, discretion, and ethical judgment. Trusted to handle sensitive information and provide accurate, unbiased insights.
• (Dirty Fingernail: Takes full accountability for outcomes, not just tasks. Inspects details, ensures data accuracy, and follows through to completion.
• Continuous Improvement: Actively seeks better ways to improve templates, tools, and processes. Learns from prior initiatives and embeds lessons into standard work.
• Growth & Results Focus: Understands how transformation initiatives drive growth, cost reduction, and profitability. Keeps work aligned to enterprise priorities.
• Culture of Leadership: Leads through influence, reliability, and example. Builds trust across functions and supports leaders at every level.
• Customer-Centric & Boundaryless: Works across silos for the greater good of the organization. Ensures outputs meet the needs of executives, initiative owners, and teams.
• Operational Excellence: Demonstrates strong organizational discipline, attention to detail, and the ability to translate ambiguity into clear, executable tools.

Interested in learning more about Ashley Furniture's Community Engagement programs, Environmental Stewardship, or our Core Values, click the links below:

Corporate Social Responsibility

View Our Corporate Brochure

We are an Equal Opportunity Employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. This job description does not constitute a written or implied contract of employment. The company reserves the right to revise or change job duties and responsibilities as the need arises.

Notice to Search Firms: We are not seeking assistance or accepting unsolicited resumes from search firms. We will not pay any placement, referral or other fees to any search firms unless we have agreed otherwise in a valid, written agreement for the specific position posted and signed by an authorized representative of Ashley Furniture Industries.

• Please note this position is not eligible for current or future employment sponsorship. Candidates must be legally authorized to work in the United States without the need for visa sponsorship now or at any time in the future.