Job Summary
The Learning and Development Manager is responsible for designing, implementing, and continuously improving learning strategies that enhance the capabilities of restaurant support center employees, field operations teams, and store personnel across the kiosk food brand. This role ensures consistent operational excellence by developing training programs, leadership development initiatives, onboarding experiences, and performance improvement interventions that support business growth, customer satisfaction, and brand standards.
Key Responsibilities
Learning Strategy & Organizational Development
- Develop and execute the annual Learning and Development strategy aligned with business objectives.
- Conduct training needs analysis through performance data, operational audits, employee feedback, and stakeholder consultations.
- Build competency frameworks for corporate, operations, and store-based roles.
- Identify capability gaps and recommend learning interventions to improve organizational performance.
Training Design & Delivery
- Design engaging instructor-led, virtual, blended, and e-learning programs.
- Develop training manuals, facilitator guides, job aids, SOP learning materials, videos, and digital learning content.
- Facilitate leadership, management, customer service, operations, compliance, and functional skills training.
- Ensure training materials are updated based on operational changes and business priorities.
Store Operations Learning
- Create structured onboarding and certification programs for: Store, CrewShift Leaders, Store Managers, Area Managers, Franchise Operations Teams
- Standardize operational training to ensure consistent execution across all stores.
- Partner with Operations to improve service quality, productivity, food safety, and guest experience.
Leadership Development
- Develop succession and leadership development programs for high-potential employees.
- Implement supervisory and management development initiatives.
- Coach leaders on performance management, coaching conversations, and people leadership.
Performance Management Support
- Partner with HR Business Partners and Operations Leaders to identify performance improvement opportunities.
- Recommend learning interventions based on performance reviews, audit findings, and business KPIs.
- Evaluate training effectiveness using Kirkpatrick's Evaluation Model or similar methodologies.
Learning Technology
- Manage the organization's Learning Management System (LMS) and digital learning platforms.
- Track learning completion, certifications, compliance, and training records.
- Explore innovative learning technologies including microlearning, mobile learning, AI-enabled learning, and gamification.
Stakeholder Management
- Collaborate with Operations, HR, QA, Marketing, and Franchise teams to ensure learning programs meet operational needs.
- Manage relationships with external training providers and learning consultants.
- Support new store openings by ensuring training readiness.
Budget & Administration
- Prepare and manage the annual learning budget.
- Monitor training expenses and maximize return on investment.
- Ensure compliance with regulatory training requirements.
Qualifications
Education
- Bachelor's Degree in Human Resources, Psychology, Business Administration, Hospitality Management, Education, or related field.
- Master's Degree is an advantage.
Experience
- At least 5–8 years of Learning & Development experience.
- Minimum 3 years in a managerial role.
- Experience in the food service, QSR, retail, hospitality, or kiosk operations is highly preferred.
- Experience supporting multi-site operations is an advantage.
Knowledge & Skills
- Learning strategy development
- Instructional design
- Adult learning principles
- Leadership development
- Facilitation and presentation skills
- Training needs analysis
- Competency framework development
- Performance consulting
- Learning Management Systems (LMS)
- Project management
- Change management
- Data analysis and learning metrics
- Stakeholder management
