International Training Manager

About the Role

As the Manager of International Training, you are a pivotal player in executing our training strategy, facilitating impactful learning experiences, and driving operational excellence across our international brands. You are the training liaison between the brands and international regional teams, and your hands-on approach and strategic mindset will ensure that our training programs, menu rollouts and brand initiatives are effectively communicated and delivered to align with our international strategic vision.

Essential Functions

• Training Facilitation and Implementation: Deliver engaging and effective training sessions, both onsite and virtually, ensuring consistency with brand objectives. Incorporate guest service excellence and hospitality standards into training programs to enhance the guest experience. Facilitate training sessions for our regional training managers, supporting the implementation of strategic brand initiatives and rollouts.
• Brand Liaison Role: Serve as the primary liaison between the international training team and brand operations, ensuring all training materials align with the brand's voice and effectively support brand initiatives. Work closely with domestic brand leaders to finalize training materials for the international franchise community, providing clarity and alignment of brand standards. Ensure continuous calibration on brand standards to maintain the level of knowledge required for effective support, fostering a consistent understanding across all teams.
• Program Development Support: Collaborate with the instructional design team and brand operations to develop comprehensive training materials for menu rollouts, leveraging digital tools and platforms to enhance training delivery and accessibility. Navigate across multiple brands, maintaining their unique personalities, and ensuring consistent scaling of training initiatives. Utilize brand-specific insights to tailor training resources that reflect each brand's identity with ensuring uniformity in execution.
• Operational Knowledge: Maintain a strong understanding of brand operations and guest service models to develop relevant training content. Collaborate with field-based brand operations teams to integrate operational insights into training programs. Incorporate and regularly update health and safety regulations to ensure compliance and latest regulatory requirements.
• Learning Management System (LMS) Administration: Manage user access and reporting. Provide training to internal team members, franchisees and their teams on LMS system and reporting.
• Performance and Feedback: Monitor the impact of training initiatives on brand KPI performance and business outcomes. Collect feedback from training sessions and field visits to report on training effectiveness.
• Continuous Improvement: Stay informed about new training methodologies to improve training delivery. Propose innovative ideas to enhance the training experience and drive engagement.

Qualifications

• Education: Bachelor's degree in education, business, or related field (or equivalent years of experience).
• Work Experience: 5+ years of experience in training facilitation and program development. Experience in restaurant operations at a supervisory or management level, ensuring familiarity with operational processes and challenges.
• Certifications: Not specified.
• Travel Requirement: May be required to travel up to 25% of the time.

Skills

• Strong facilitation skills to deliver engaging and impactful training sessions that resonate with store operations.
• Proficient in conflict resolution and negotiation to manage challenges effectively.
• Ability to adapt training content to various learning styles and operational contexts.
• Strong analytical skills to use data for training evaluation and enhancement.
• Effective time management skills to prioritize tasks and manage multiple training projects simultaneously.
• Operational expertise with the ability to ask critical questions to ensure training materials are practical and relevant to store operations.
• Keen attention to detail to ensure that all training materials comprehensively cover operational procedures and prevent potential issues during implementation.
• Strong written and verbal communication skills, including technical writing, with the ability to influence and present ideas to senior leadership.
• Excellent project management skills with a focus on prioritization, timelines, and stakeholder communication.
• Resourceful, detail-oriented, and committed to delivering high-quality work that meets organizational goals.