Stephen Townsend Email & Phone Number

Skaneateles, Ny, Us

Brighton, Ma, Us

As the Training Lead for the organizations ERP rollout in North America and Hong Kong, I led the training efforts impacting 1200 associates across value chain, finance and commercial business areas. I manage a team of five instructional designers to deliver a comprehensive training strategy tailored to both factory and in-office associates through virtual and in-person approaches. This included creating a role-based training curriculum, overseeing training material development, end-user training logistics, assessments, and evaluations. Additionally, I established change management networks to support associates through training and after go-live ensuring a smooth transition and sustained adoption.

Brighton, Ma, Us

As a Sales Enablement Manager, I develop and implement strategies to help increase our Sales and Operations teams productivity through streamlined training programs and optimized resources. I collaborate cross functionally to align sales and operational initiatives, helping to drive consistency and efficiency across the organization.

Brighton, Ma, Us

In leading the training function within North American Sales and Customer Operations, I was responsible for the overall training strategy for both our field sales and customer operations teams. Success in this role was enabling our sales and customer operations associates to achieve business targets through clear learning paths that are sustainable and evolve with the needs of the business. Mine was a relatively small team which, in practice, means we owned the training process from analysis and content creation to implementation and evaluation.

Brighton, Ma, Us

As a Training Specialist at New Balance, I was responsible for the development and facilitation of the field sales team curriculum. I led and consulted on regional and global training projects for multiple system roll outs including Salesforce Sales and Service Consoles, B2B platforms, and sales planning and forecast tools. In addition to technical training needs, I also assisted with the analysis of our sales process and representative skills. I collaborated with internal and external partners to analyze current state and helped to develop a roadmap for success.

Brighton, Ma, Us

As a Customer Operations Trainer, I worked collaboratively with the Customer Operations management team to create and deliver training for the Customer Operations agents. This included on-boarding, assessments, refresher sessions/workshops and activities as needed. Responsibilities also included LMS administration, reporting, tracking, course testing, and course enrollments as well as creating and maintain a master training calendar.

Brighton, Ma, Us

The Senior Customer Operations Training role provided me with my first experience managing projects. Leveraging the knowledge and resources from our internal project management leads, I successfully led multiple projects centered around training initiatives and process changes. Additionally, I consulted on department projects as a SME and voice of my training audience.

Brighton, Ma, Us

In this role I supported our retail partners with their day to day data and order management needs.

If you’ve made it this far down the page, you’re likely a golfer. I enjoyed seven years as an assistant golf professional with the last season as the first assistant golf professional at Walpole Country Club. I spent the bulk of my time as a teaching professional and continue to maintain that interest as a hobby.

Bachelor Of Sciences, Business Administration

Education record