Process Management and Development Analyst

Essential Duties and Responsibilities

• Assist in the development and maintenance of training programs, materials, and resources (e.g., onboarding, refresher training, upskilling initiatives).
• Create blended learning experiences including instructor-led sessions, e-learning modules, job aids, and simulations.
• Translate complex processes, systems, and policies into clear, digestible training content.
• Facilitate instructor-led training sessions for new hires and existing team members (virtual and/or in-person).
• Deliver onboarding programs for customer support, operations, or service teams.
• Lead workshops, webinars, and coaching sessions to reinforce key capabilities.
• Assess training effectiveness through evaluations, assessments, and performance metrics.
• Identify skill gaps and recommend targeted development plans.
• Partner with Organizational leaders to align training with performance standards and KPIs.
• Collaborate with cross-functional teams (e.g., Product Line Management, Operations, Distribution, Commercial, Logistics) to stay current on process, system, and policy changes.
• Continuously optimize training content and delivery methods based on feedback, data, and business needs.
• Support change management efforts by preparing teams for new tools, workflows, and initiatives.
• Work closely with team leaders, managers, and subject matter experts to ensure training meets operational requirements.
• Provide coaching and support to frontline leaders to reinforce learning within their teams.

Requirements and Preferred Skills

• Bachelor’s degree or equivalent experience in Business, Education, Human Resources, or related field.
• 3–5+ years of experience in training, learning & development, or customer operations.
• Experience delivering training programs in a customer service, contact center, or operations environment.
• Strong facilitation, presentation, and communication skills.
• Ability to simplify complex information into effective learning materials.
• Proficiency with learning tools (e.g., LMS platforms, e-learning software, Microsoft Office/Teams).
• Broad knowledge of Gates and our products/markets.
• Strong understanding of customer service operations within a manufacturing or distribution environment.
• Excellent communication, facilitation, and presentation skills.
• Travel: Up to 50% to visit remote teams and customers

PAY & BENEFITS

• Full-Time
• Salary Range: $65,600 - $80,000
• Relocation is not provided
• Medical, Dental, Vision insurance and other voluntary benefit options: benefits begin on the first day of the month immediately following your date of hire
• Eligible for 3 weeks of paid vacation + 11 holidays (9 scheduled & 2 floating) + 8 sick days. All vacation days are accrued
• 401(k): 3% company contribution and additional 3% company match
• Tuition Reimbursement

WORK ENVIRONMENT

• Sit
• Use hands and fingers to work with objects, tools, or controls
• Use office equipment including computers, telephones, and/or copiers/scanners
• Frequent lifting and/or moving up to 10 pounds