Manager, Training & Talent Development

Memphis, TN, United States

The Opportunity:

The Manager, Training & Talent Development is responsible for the planning, implementation and execution of the learning and development strategy for all guest-facing roles at the FedExForum. This role evaluates the development needs of event day staff and drives training initiatives that align with the organizations service pillars of excellence.

In This Role You Will:

Administer Employee Training Programs

Ensures all Part-Time training and development programs, as well as employee activities, are strategically aligned with the organizations service pillars.

Establish formalized on-boarding training plans for individual positions; set up training schedules for employees; perform follow-up as needed.

Works with Arena Operations and Vendor Partners leaders to design and implement programs to increase guest satisfaction and employee job skills.

Assist VP, Arena Operations and Director Guest Services in defining guest service metrics and help develop training initiatives to improve scores.

Conduct all training classes to include but not limited to safety, security, compliance, department procedures and service guidelines.

Schedule and lead Train-The-Trainer (TTT) sessions for Arena Operations and Vendor Partners leaders to facilitate to their respective teams.

Leveraging technology, creates and delivers new and existing learning content to support the development of the business.

Construct leader guides, participant manuals, course evaluations, and other supportive materials to enhance performance improvement strategies.

Partner and consult with department leaders to ensure department training materials, SOPs and other training tools are up-to-date and utilized effectively; coach and provide guidance to department leadership on implementation and utilization of training materials.

Evaluate Training Program Effectiveness

Monitors enrollment and attendance at training classes. Logs attendance within employee training record.

Identifies performance gaps through in-game/event observations and works with managers to develop and implement appropriate training to improve performance.

Provides daily role playing, coaching, and correcting of behaviors while focusing on the etiquette in our service delivery.

Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

Verifies people leader and individual contributor training programs are conducted in accordance with standard operating procedures

Makes necessary adjustments to training methodology and/or re-trains as appropriate.

Perform cause, knowledge, or gap analysis to help determine appropriate training delivery options.

Other Duties

Serve as chair of the safety committee and oversee the secret shopper program.

Assist with the design, development, implementation, and delivery of company training programs at various levels throughout the organization.

Partners with, trains, and coaches managers and supervisors in employee development efforts.

Develop and deliver a variety of training tools for learners that may include interactive job aids (orientation and onboarding), learning assessments, On the Job Training guides, and train-the-trainer curriculum.

Other job-related duties as requested.

The Experience You Will Bring:

Bachelors degree from a four-year college or university in Human Resources, Hospitality, Business Administration, or related major

Three to five years of experience in training, human resource development, new program/curriculum development and implementation in hospitality, entertainment or a professional sports environment

Strong presentation and facilitation skills. Excellent communicator, upbeat motivator, relates relevant stories, applies adult learning concepts and ability to tailor audience messaging to varied levels. Eager to help people grow.

Strong scheduling, organizational and project management skills. Attention to detail. Proficiency in creating a clear vision and message.

Ability to plan and work independently, demonstrating a high degree of initiative, follow-through, and project completion.

Must have high level of integrity and emotional intelligence

Strong teamwork, cross-group collaboration, and a commitment to building a shared voice

Strong computer skills including Microsoft Office Suite and the Internet

Work evenings, nights and weekends

Nice to Have:

Masters degree from a four-year college or university in Human Resources, Hospitality, Business Administration, or related major

Knowledge of sports and entertainment, specifically NBA basketball.

What We Offer

At the Memphis Grizzlies, we strive to support our team members through all stages of life with robust and attractive benefits, financial and wellness options and great perks. In addition to offering a competitive salary, we have other great benefits and perks.

Keeping You Healthy

Industry leading health coverage

Short and Long-term disability

Team Member and Dependent Life Insurance

Group Voluntary Benefits

Wellness programs through EAP and Headspace

Discounts and Perks

Matching 401(k)

Employee Assistance Program

Tuition Reimbursement

Team Store Discounts

Happy Hours and other fun activities

Qualified parking and game night meals

NBA Sponsored Discount Programs

Employee Referral Bonuses

Employee Recognition Programs

Taking Time Off

Generous Paid Time Off

Holiday Pay

Paid Parental Leave

Memphis Basketball LLC is an equal opportunity employer. We are committed to treating all applicants and team members fairly based on their abilities, achievements and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity or any other classification protected by law.

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