Process Management and Development Analyst

Essential Duties and Responsibilities

What To Expect

As an innovation leader, we look for ambitious, forward thinking, open-minded and well-rounded individuals to join our global team. A Process Management and Development Analyst is responsible for assisting leadership in designing, delivering, and continuously improving business processes and standard operating procedures (SOPs) for the North American Customer Operations organization. This role ensures process consistency, compliance, and operational efficiency across the organization by maintaining documentation, and partnering with cross‑functional teams. This role also supports onboarding, and process training. A Process Management and Development Analyst serves as a subject-matter expert, trusted partner to leadership, and a driver of operational excellence through effective learning solutions.

Essential Duties and Responsibilities

Training Design & Development

• 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.

Training Delivery

• 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.

Performance Enablement

• 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.

Process & Continuous Improvement

• 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.

Stakeholder Collaboration

• 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

About You

• 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