CX Continous Improvement & Learning Manager

We are seeking a Continuous Improvement & Learning Manager to join our team at Boston FAM. This role is pivotal in driving operational excellence and enhancing our processes to ensure we deliver the best products and services to our customers. You will play a key role in fostering a culture of continuous improvement within the organization.

The CX Continuous Improvement & Learning Manager is responsible for leading process improvement initiatives and developing learning programs to enhance employee performance and service excellence. This role focuses on creating standard work, designing training materials, and providing coaching support to drive operational efficiencies. The position requires hands-on engagement with frontline teams across retail, operations, and corporate functions to ensure the successful implementation of continuous improvement and learning strategies.

Who we are:

BostonFAM is not your typical retail furniture company. We're a employee-owned business that's committed to helping our customers create amazing rooms. But that's not all we do. We're also passionate about personal and professional development. We believe in empowering our employee-owners to reach their full potential by offering a supportive culture, one-on-one coaching, comprehensive training, and valuable resources.
At BostonFAM, we know that when our team members thrive, our business thrives too.Our success is built on the success of our employee-owners. We're proud to be a family of brands that include Ashley Furniture, Ashley Outlets, and Furniture & Appliance Mart. But what really sets us apart is our unique company culture. We're not just a place to work - we're a community of individuals who are dedicated to helping each other achieve our dreams and goals.

What we offer:

• Personal and Professional Development opportunities
• Employee Stock Ownership Plan (ESOP)
• Paid-Time Off
• Paid birthday holiday
• Paid Parental Leave
• Educational Reimbursement
• Generous product discount
• 401K retirement plan with company match
• Health, Life, Dental, and Vision Insurance
• Long, short term disability insurance
• Fun company activities - involvement in the community!

Key Responsibilities

Primary Responsibilities:

• Lead continuous improvement initiatives to enhance efficiency and effectiveness across teams.
• Develop, document, and maintain standard work processes to ensure consistency.
• Create and deliver learning programs, including job aids, process guides, and training materials.
• Provide coaching and mentorship to employees to promote a culture of continuous improvement.
• Measure and analyze the impact of process improvements to ensure long-term success.
• Align continuous improvement and learning initiatives with business objectives by partnering with leadership.
• Drive change management efforts to support the adoption of new processes and training programs.

Support Responsibilities:

• Assist in implementing new tools, systems, and technology enhancements.
• Support employee onboarding through training and process documentation.
• Collaborate with cross-functional teams to ensure alignment with business initiatives.
• Provide insights and recommendations based on customer feedback and operational data analysis.
• Contribute to the development and facilitation of leadership training programs.

Participatory Responsibilities:

• Attend and contribute to company-wide leadership meetings.
• Participate in cross-functional project teams focused on operational excellence and customer experience improvements.
• Engage in daily standups and team meetings to provide updates on continuous improvement and learning initiatives.
• Represent learning and continuous improvement efforts in company discussions.
• Support company-wide continuous improvement initiatives through collaboration with other departments.

Qualifications & Requirements

Education & Experience:

• Preferred Bachelor’s degree in Business, Engineering, Supply Chain, Operations Management, or a related field (or equivalent experience).
• Lean Six Sigma Green Belt required; Black Belt preferred.
• Must have 3-5 years of experience in process improvement, operational excellence, or continuous improvement roles.
• Proven experience leading Lean and Six Sigma projects with measurable business impact.
• Strong knowledge of Lean tools such as 5S, Kaizen, Value Stream Mapping, and Standard Work.
• Experience facilitating workshops and coaching teams in process improvement methodologies.
• Proficiency in data analysis using Excel, Power BI, or similar tools.
• Experience in retail, distribution, logistics, or service operations is a plus.

Skills & Competencies:

• Strong understanding of continuous improvement methodologies (Lean, Six Sigma, PDCA, etc.).
• Excellent written and verbal communication skills.
• Strong facilitation, training, and coaching abilities.
• Ability to develop engaging learning content for various audiences.
• Proficiency in Microsoft Office Suite, learning management systems, and data analysis tools.
• Strong analytical and problem-solving skills.
• Ability to manage multiple projects and priorities effectively.
• Change management and leadership expertise.

Work Environment & Physical Requirements

• Highly engaged in-store, in operations, and in the office, balancing strategic planning with hands-on execution.
• Frequent presence on the sales floor and in distribution, service, and warehouse environments to identify improvement opportunities.
• Regular travel to company locations for training, coaching, and process improvement efforts.
• May require standing, walking, and presenting in front of groups for extended periods.
• Collaborative work environment with engagement across multiple departments.

To apply or learn more about our company, we encourage you to check out our Careers page at: www.joinbfd.com

BostonFAM is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected cla