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