Learning & Development Specialist, Contact Center

Who we are

At Scene+, we foster an entrepreneurial spirit that drives our mission: making tomorrow even more rewarding for our members. As a unique joint venture between Cineplex, Empire, and Scotiabank, and a network of partners, we have spent over 17 years delivering unparalleled rewards and experiences.

As we scale and evolve, our focus on innovation and technology is redefining what it means to be an iconic brand that prioritizes a member-centric experience. Data is not just a tool for us. It’s the engine powering our growth strategy and our journey to becoming Canada’s most beloved loyalty program. We leverage it to provide personalized rewards and create meaningful connections with our members.

Joining Scene+ now means stepping into a role where your passion and skills can make a tangible impact on millions of members. With rewards for every lifestyle, we believe there’s always something to look forward to. Come be a part of our journey - create exceptional outcomes, collaborate across teams, and shape the future with us.

Who we need

Reporting to the Director of Member Services, we are hiring a Learning and Development Specialist  to ensure our Contact Centre staff have the knowledge and skills needed to provide exceptional service to our Members. As our new Learning and Development Specialist, you will partner training teams and vendors to ensure learning materials and programs are targeted, timely, and highly effective. You will deliver refresher sessions and update knowledge base content, identifying emerging trends and needs based on call analysis. You will also ensure updates from partners and policy changes are clearly communicated and embedded across the team.

This job posting is for an existing vacancy that is a full-time, hybrid role working three days per week on site in our Toronto office.

What’s in it for you:

Ownership and impact. You will own the end-to-end training experience for new hires and play a critical role in strengthening our learning and curriculum approach. While the focus is on Contact Centre staff, you will have the opportunity to pilot new methods and work with modern training tools, including Articulate and AI-enabled learning modules.

Exposure. With millions of Members across Canada, Scene+ holds exceptionally high service standards. Our Member Services team is often the first point of contact with the brand and our partners. Your work will directly shape how that experience shows up every day, making this a highly visible role with real impact on one of Canada’s most-loved loyalty programs.

Career development. You will build relationships with leading brands and internal stakeholders as our partnerships and services continue to evolve. By translating program updates and insights into effective training, you will help set best practices in learning and development. Your expertise will be trusted, and your ideas will directly influence how we support our teams and elevate service delivery.

As our new Learning & Development Specialist, you will:

• Facilitate and maintain learning experiences. You will plan and deliver onboarding, refresher, and ad hoc training sessions for Contact Centre teams, ensuring all content is accurate, up to date, and aligned with Scene+’s processes, policies, and systems. You will tailor sessions to different learner needs and experience levels, supporting consistent knowledge transfer and confident execution in a fast-paced environment. You will manage and continuously update e-learning modules, quick reference guides, and simulations to respond rapidly to emerging trends and performance gaps.
• Own and evolve training content and documentation. You will act as the administrator for our internal knowledge base articles, ensuring rapid, accurate updates for changes in partner programs and new products. You will own and continuously update training materials and supporting documentation to reflect new initiatives, process changes, system enhancements, and policy updates. You will ensure content is clear, accessible, and easy to apply in real customer interactions, reinforcing accuracy and consistency across teams.
• Reinforce learning through structured, ongoing engagement. You will develop monthly learning themes, quizzes, and interactive activities designed to reinforce key concepts, promote knowledge retention, and encourage active participation. You will use varied learning formats to maintain engagement and support continuous development beyond formal training sessions.
• Ensure alignment across internal and external training partners. You will collaborate with internal and external stakeholders to ensure training content is consistent, up to date, and aligned with Scene+ standards and priorities. You will act as a central point of coordination, ensuring changes are communicated clearly and implemented effectively.
• Measure effectiveness and drive continuous improvement. You will monitor training outcomes, collect feedback from learners and stakeholders, and analyze insights to identify gaps and opportunities for improvement. You will continuously refine training approaches and materials to enhance the learner experience and support measurable performance outcomes.
• Support learners before, during, and after training. You will provide ongoing learner support by answering questions, clarifying content, and reinforcing key messages during and after training sessions. You will ensure participants feel confident applying what they have learned, resulting in improved performance and customer satisfaction.

You bring:

• The experience. You have progressive experience in Learning & Development or Training, including delivering onboarding, refresher, and ad hoc training in fast-paced, frontline or Contact Centre environments. You understand how to translate processes, policies, and system changes into clear, practical training that supports accuracy, consistency, and confidence in day-to-day execution. You are confident leading training sessions for diverse audiences and learning styles. You can simplify complex information, respond effectively to learner questions, and provide ongoing support during and after training.
• The practical knowledge. You have applied knowledge of adult learning principles and training best practices. You have a proven ability to create and adapt training content (e.g., presentations, job aids, e-learning modules) that supports learning objectives. You have experience in maintaining Knowledge Base content and training documentation, such as e-learning modules/job aids. Ideally, you have experience supporting contact centres or customer service environments.
• The communication expertise. You have exceptional verbal, written, and presentation skills. You can present processes and policies clearly and easily for learners. You can build trusting and influential relationships with internal teams, external partners, and service providers. You have the confidence and open-minded approach to gather feedback and use it to improve training delivery.
• The continuous improvement and learner-focused mindset. You can manage multiple inputs, balance priorities, and act as a reliable point of connection across teams. You are detail-oriented and disciplined in ensuring content remains accurate, current, and aligned with evolving processes, policies, and systems. You value feedback and use data, learner insights, and performance outcomes to refine training experiences. You are motivated by helping others succeed and constantly seek ways to improve engagement, knowledge retention, and the overall learner experience.
• The technical skills. You are highly proficient with Learning Management Systems, e-learning tools (e.g., Articulate), and Microsoft Office Suite.

Compensation

At Scene+, we believe that compensation should be transparent, fair, and market competitive. Our salary ranges are designed to represent the progression from learning the role to truly mastering it. 

This role has a minimum base salary of $85K and a maximum base salary of $110K. Our approach to compensation supports each person’s unique knowledge, skills, abilities, complexity of the role and balances it with internal equity to support a fair and competitive salary. The higher end of the range is reserved for those who have demonstrated deep expertise, while offers closer to the minimum reflect strong potential with room to develop.  

Base salary is just one part of our total rewards package which also includes health and wellness benefits, employer-matched RRSP savings, a performance-based bonus program, and many more perks including free movies and free grocery delivery.

Join us.

We are a dynamic and agile organization that works collaboratively to anticipate and meet the business needs of our partners and the lifestyle needs of our members. People who thrive at Scene+ are mission-driven and eager to contribute to a brand that’s shaping the future of loyalty. As part of our team, you will excel in an environment that values ownership and practical, intelligent solutions. You will have the chance to create and refine processes, identify and address challenges with scalable solutions, and introduce best practices that drive our success.

Our values guide our work, and we consistently measure our progress against these principles.

• Member Focus: We prioritize the needs and experiences of our members in everything we do.
• Teamwork: We believe in the power of collaboration and working together to achieve our goals.
• Continuous Improvement: We strive for excellence by constantly seeking ways to improve and innovate.
• Integrity: We uphold the highest standards of honesty and transparency in our actions.
• Results Driven: We are committed to achieving outstanding outcomes and delivering value.
• Passion: We are passionate about our work and dedicated to making a positive impact.

What you can expect from our interview process:

• A virtual interview with a Talent Advisor discussing your interest in the role and the company. The conversation will be recorded using BrightHire, an AI-powered video interview tool. More details will be shared when you are invited to interview.
• A virtual panel interview with the HRBP, Scene+ and the Learning & Development Manager, Cineplex. This is an opportunity to learn more about the role and the day to day responsibilities.
• An interview with the Director of Member Services to further explore your experience and how it aligns with the role.
• A final interview with the VP Digital Products & Channels to ask and answer questions about how this role fits into the long term learning goals and growth strategy of Scene+.

Apply now.

If you have 70% of what we're looking for and 100% authenticity and passion, express your interest here. Please contact us by email at [email protected] and let us know what accommodations or assistance we can provide you during the application process.

At Scene+, we're committed to diversity, equity, and inclusion. We strive to integrate these values into everything we do, from our partners and offers to our teams and interactions. We welcome and appreciate candidates from diverse backgrounds, including women, persons with disabilities, Black, Indigenous and People of Colour (BIPOC), the LGBTQ2SIA+ community, and other equity-seeking groups.

How We Use AI in Our Interview Process:

At this time, we do not use artificial intelligence (AI) tools to screen, assess or select applicants. For video interviews, we may use BrightHire, an AI-powered video interview tool, for recording purposes.

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