Assistant/Associate Specialist, Customer Care Learning & Development (Instructional Design)

Job Description:

Store Operations & Customer Care is the global support center for store associates and customers for Abercrombie & Fitch, Abercrombie Kids, Hollister, and Gilly Hicks brands. The team oversees the strategy, development and implementation of operations for our owned and operated retail stores and customer care services, while also supporting wholesale and franchise partnerships. They foster a culture of efficiency, accountability, and innovation through collaboration to enhance customer experiences, improve associate effectiveness, and maximize revenue. The team provides strategic direction for critical business processes and systems including labor optimization, inventory operations, omnichannel fulfillment, performance analytics, associate technology, multi-channel communications, digital experiences, and customer service. They maintain financial accountability for related operational and capital expenses, driving operational excellence and continuous process improvement.

The Asst/Assoc Specialist, Customer Care Learning & Development (Instructional Design) supports the design, development, administration, and continuous improvement of Customer Care learning programs. This role is responsible for creating engaging learning experiences that accelerate associate readiness, strengthen leadership capabilities, support compliance requirements, and drive operational performance across Customer Care and its business partners.

Working closely with the Customer Care Leadership & Development Specialist, Operations, Quality, Knowledge, Automations, and Business Partner training teams, this individual translates business needs into scalable learning solutions. This role combines instructional design expertise, LMS administration, learning analytics, and performance consulting to support onboarding, continuous learning, leadership certification programs, and organizational development initiatives.

What will you be doing?

- Design, develop, and maintain instructor-led, virtual, self-paced, and blended learning experiences that support Customer Care onboarding, upskilling, and professional development
- Create engaging learning materials including eLearning modules, facilitator guides, participant workbooks, job aids, assessments, videos, reference guides, and performance support resources
- Partner with subject matter experts and business stakeholders to identify learning objectives and translate complex business processes into effective, learner-centered training solutions
- Support the ongoing design and enhancement of Customer Care onboarding programs, ensuring associates achieve readiness and proficiency as efficiently as possible
- Administer and maintain the Learning Management System (LMS), including course creation, learner assignments, curricula, enrollment management, reporting, testing, and troubleshooting
- Monitor training completion, certification status, and compliance requirements across Customer Care populations, ensuring learning records remain accurate and audit-ready
- Support the development, administration, and continuous improvement of A&F leadership certification and readiness programs
- Conduct learning needs analyses and performance gap assessments by leveraging learner feedback, operational metrics, quality results, proficiency data, and stakeholder input
- Evaluate training effectiveness through learner surveys, knowledge assessments, operational performance metrics, and business outcomes, making recommendations for continuous improvement
- Analyze training and LMS data to identify trends, measure program impact, and provide actionable insights to leadership and stakeholders
- Partner with Quality, Operations, Knowledge, and Business Partner training teams to identify capability gaps and develop targeted learning interventions
- Leverage emerging learning technologies, AI-enabled tools, and instructional design best practices to improve learner engagement, accessibility, and knowledge retention
- Maintain learning documentation, standards, templates, and governance practices to ensure consistency across Customer Care business partners
- Continuously review learning content to ensure accuracy, relevance, and alignment with evolving business priorities, policies, systems, and customer experience expectations
- Assist with weekend on-call rotation to ensure that any customer-impacting issues are addressed timely

What do you need to bring?

- Bachelor’s degree required
- 1+ years of experience
- Shows high attention to detail
- Works with a sense of urgency and demonstrates a drive for results
- Identifies problems and creates impactful solutions
- Communicates clearly and directly to enable action and speed
- Builds and maintains strong, productive relationships
- Stays current with functional, industry and cultural trends globally
- Knowledge of adult learning principles
- Experience leveraging learning data, analytics, and reporting
- Experience working in a LMS
- Strong instructional design skills and experience with eLearning authoring tools (Articulate Rise, Storyline)
- Proficiency in Microsoft Office Suite and Copilot
- Retail eCommerce knowledge and/or Customer Care experience a plus

This job is located at our Global Home Office in Columbus, OH.

Company Description

Abercrombie & Fitch Co. (A&F Co.) is a global, digitally led omnichannel specialty retailer of apparel and accessories catering to kids through millennials with assortments curated for their specific lifestyle needs.

The company operates a family of brands, including Abercrombie brands and Hollister brands, each sharing a commitment to offer products of enduring quality and exceptional comfort that support global customers on their journey to being and becoming who they are. Abercrombie & Fitch Co. operates stores under these brands across North America, Europe, Asia and the Middle East, as well as the e-commerce sites abercrombie.com, abercrombiekids.com and hollisterco.com.

Learn more about A&F Co. by visiting our corporate website here.

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER.