Position Summary
Wellwise is seeking a highly organized, detail-oriented, and creative Retail Operations & Training Specialist to lead the development of operational documentation and learning programs that drive consistency across our national retail network.
This role combines Retail Operations, Learning & Development, Instructional Design, Project Management, and Process Improvement. The successful candidate will be responsible for developing and maintaining Standard Operating Procedures (SOPs), creating engaging e-learning content, building training programs, supporting operational initiatives, and ensuring all employees receive consistent, high-quality training.
The ideal candidate has extensive experience creating corporate training programs, developing digital learning content, writing operational documentation, and supporting retail teams through process improvements and change management.
Key Responsibilities
Learning & Development
- Design, develop, and continuously improve comprehensive learning programs for retail and Head Office employees.
- Create engaging instructor-led, virtual, and self-paced learning experiences.
- Develop onboarding programs for new employees.
- Design role-specific learning paths and certification programs.
- Create knowledge assessments, quizzes, competency evaluations, and certification tracking.
- Measure training effectiveness through assessments, feedback, operational metrics, and completion reports.
- Coordinate and facilitate virtual and in-person training sessions.
- Maintain training calendars and certification records.
Instructional Design & E-Learning
- Develop engaging e-learning courses using modern Learning Management Systems (LMS).
- Create interactive digital learning modules.
- Produce instructional videos and screen recordings.
- Design professional PowerPoint presentations for training.
- Develop multimedia learning content including:
- Interactive courses
- Videos
- Voice-over presentations
- Infographics
- Job aids
- Quick reference guides
- Knowledge checks
- Process maps
- Ensure learning content follows adult learning principles and instructional design best practices.
- Continuously improve training content based on employee feedback and operational changes.
Standard Operating Procedures (SOPs)
- Write, edit, and maintain company-wide Standard Operating Procedures.
- Develop operational manuals and playbooks.
- Create process documentation for all retail departments.
- Maintain version control and document governance.
- Standardize documentation across all departments.
- Work with subject matter experts to ensure operational accuracy.
- Ensure documentation is easy to understand and visually engaging.
Retail Operations Support
- Support operational initiatives across all retail locations.
- Assist with new store openings and operational rollouts.
- Coordinate implementation of new processes.
- Support merchandising and operational standards.
- Assist with store audits and compliance reviews.
- Monitor execution of operational initiatives.
- Track action plans and project milestones.
- Identify opportunities for operational improvements.
Project Management
- Coordinate multiple cross-functional projects simultaneously.
- Maintain project documentation and timelines.
- Schedule meetings and follow up on deliverables.
- Track project status and risks.
- Support change management initiatives.
- Prepare executive presentations and project updates.
- Ensure projects are completed on time.
Communications
- Develop operational communications for stores.
- Create training announcements.
- Prepare corporate memos.
- Support company-wide operational rollouts.
- Coordinate communications between departments.
- Maintain training and operations SharePoint resources.
Reporting & Administration
- Maintain operational dashboards.
- Track training completion rates.
- Report on compliance metrics.
- Analyze operational performance.
- Maintain document libraries.
- Produce executive reports and presentations.
- Support continuous improvement initiatives.
Required Qualifications
- Bachelor's degree in Business Administration, Retail Management, Education, Instructional Design, Human Resources, Communications, or a related field (or equivalent experience).
- Minimum 3–5 years of experience in Retail Operations, Learning & Development, Training, Instructional Design, or Process Improvement.
- Experience supporting multi-location retail organizations.
- Proven experience creating corporate training programs.
- Extensive experience writing Standard Operating Procedures (SOPs), operational manuals, policies, work instructions, and process documentation.
- Demonstrated experience developing engaging e-learning content.
- Experience administering or creating content within a Learning Management System (LMS).
- Strong instructional writing and content development skills.
- Experience simplifying complex operational processes into easy-to-understand training materials.
- Strong project management and organizational skills.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong analytical and problem-solving skills.
- High attention to detail.
Preferred Qualifications
- Experience in healthcare retail, pharmacy, medical equipment, or home healthcare.
- Experience implementing operational change initiatives.
- Experience with Microsoft Business Central, Dynamics 365, or other ERP systems.
- Experience supporting retail operations across multiple locations.
- Experience developing onboarding programs.
- Knowledge of adult learning theory and instructional design models (ADDIE, SAM, Bloom's Taxonomy).
- Experience in continuous improvement or process optimization.
Technical Skills
Learning Platforms
- Learning Management Systems (LMS)
- Articulate Storyline
- Articulate Rise
- Adobe Captivate
- Camtasia
- Vyond (asset)
Microsoft Office
- Advanced Microsoft PowerPoint
- Advanced Microsoft Word
- Intermediate to Advanced Microsoft Excel
- Microsoft Outlook
- Microsoft Teams
- Microsoft SharePoint
Design & Multimedia
- Canva
- Adobe Acrobat
- Video editing software
- Screen recording software
Project Management
- Monday.com
- Smartsheet
- Asana
- Microsoft Planner
- Microsoft Project (asset)
Business Systems
- Microsoft Business Central (preferred)
- Dynamics 365
- ERP systems
- Retail POS systems
Core Competencies
- Instructional Design
- Retail Operations
- SOP Development
- Technical Writing
- Project Management
- Learning & Development
- Process Improvement
- Change Management
- Organization
- Communication
- Collaboration
- Time Management
- Critical Thinking
- Attention to Detail
- Accountability
- Adaptability
- Customer Focus
Success Measures
Within the first 12 months, the successful candidate will:
- Develop and maintain a comprehensive library of company SOPs.
- Launch standardized onboarding programs for all retail roles.
- Build and deploy engaging e-learning modules through the LMS.
- Improve training completion and compliance rates across the organization.
- Reduce process inconsistencies through standardized documentation.
- Support successful implementation of operational initiatives.
- Deliver professional executive presentations and operational reports.
- Maintain accurate project documentation and timelines.
- Partner effectively with cross-functional teams to support business growth.
Why Join Wellwise?
At Wellwise, we are transforming healthcare retail by delivering exceptional service, innovative solutions, and consistent operational excellence across Canada. As our Retail Operations & Training Specialist, you will play a critical role in shaping how our teams learn, execute, and succeed.
This is an opportunity to make a meaningful impact by building scalable training programs, creating best-in-class operational documentation, and driving continuous improvement in a growing national organization.
This is an exciting opportunity to shape the future of training and development at Wellwise. You’ll play a pivotal role in helping our employees, leaders, and customers navigate a period of innovation and transformation.
Job Type: Full-time
Pay: $60,000.00-$65,000.00 per year
Benefits:
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
Application question(s):
- Strong understanding of instructional design and adult learning principles.
Education:
- Bachelor's Degree (required)
Experience:
- support system rollouts (ERP, HRIS, LMS and POS): 2 years (preferred)
- implementing corporate and retail training programs: 3 years (required)
- supporting change management initiatives : 3 years (preferred)
Work Location: In person
