Responsible for the learning & development and Voice of the Customer teams for Chewy Vet Care.

Responsible for team of 100, overseeing all responsibilities within Learning and Development.Leads team focused on Leadership Development, New Hire Onboarding, Instructional Design, Internal Communication, Project Management (PMO) and Role Based Training initiatives for the company.Built and delivered Leadership Development program for CS and Corporate with a Training Satisfaction rate of 85%. Launched Instructional Design vertical for Chewy, including Learning and Development intake process, project process and menu of deliverables. Rebuilt the New Hire training program across all three sites, resulting in the team improving from a 62% graduation rate to an 85% graduation rate. Launched LMS across Chewy with a <90% utilization rate at launch.Curated content and launched internal knowledgebase for performance support initiatives across Chewy.Responsible for strategy of Learning for Customer Service, from design, delivery, retention.Led the learning function that built the first ever sales training program as Chewy took on insurance in 2021, enabling the team to reach their conversation goal of over 40% in a short period of time.

Leader of team of six responsible for design and delivery of compliance, onboarding, foundational skills, development and new program training. Creator of training design process, resulted in team and business partner alignment. Program designer for company organizational structure change. Designed strategy for training leadership on new roles and providing change-management coaching. Provide correlation to ROI for executive team quarterly with program and business updates. Creator and manager of Training Budget for company.

Lead and creator of New Role Based Training for three brands: Caribou Coffee, Coffee & Bagels and Einstein Brothers Bagels for all field training roles from Team Member to Director of Operations which has resulted in 3% decrease in 90 day Turnover and 10% increase in Training Satisfaction in just three monthsDesigned and rolled out new Learning Management System to entire field and support centerLeader of team of five responsible for delivering new product training, Role Based Training and Special Project training for entire companyPresent training programs to Presidents of brand with correlation to business impact: ROI, Turnover, Engagement and OSAT

Co-create and execute New Loyalty Program Create and manage the Manager in Training, Training General Manager and Assistant Manager Role Based Training ProgramsLead and design Train the Trainer program Create and execute International Franchise Training strategy for opening in a new country Lead and design training strategy for Domestic Franchise partnersManage and develop training interns Create and manage the Training strategy for the Coffee and Bagels concept

Created New Team Member Role Based TrainingCreated Shift Supervisor Role Based TrainingCreated and executed New Store Opening TrainingCreated and Executed New Product TrainingLed Leadership Development and Customer Service WorkshopsCreated Coffee Education workshop and executed to field

Created and organized field communications to Directors, multi-unit managers, and stores.Met timelines for all assignmentsFound answers to questions and provide promotional support for field operations teamSustainability project lead – conducted research, compiled information, and made recommendations which resulted in initiative for 2011 Annual Operating PlanManage International Franchisee locations with sourcing, product availability and operational needs