Training Performance Coordinator

3 weeks ago

Toronto ON, Canada Equinox Fitness Club Full time

Learning & Development Product Lead, Service & Quality Standards
We are a company with integrated luxury and lifestyle offerings centered on Movement, Nutrition and Regeneration. In addition to Equinox, our other brands, Blink, Pure Yoga, SoulCycle, Furthermore, and Equinox Hotels are all recognized for inspiring and motivating members and employees to maximize life. Within our portfolio of brands, we have more than 200 locations within every major city across the United States in addition to London, Toronto, & Vancouver.
We are passionate about high performance living and we practice what we preach – investing time in our own health and fitness. We never accept less than 110% to help each other deliver the Equinox experience and enable our members to get great results. we’re a community vested in each other’s success. We are looking for a Learning & Development Product Lead to create and execute a learning and development strategy for service and quality standards across the Equinox brand. Using our company’s rich and unique brand positioning, this role will accelerate the evolution of the member experience, building on existing standards and training material for our in-club teams. Defining the elements of a company service culture is a focus for this role, and significant time will be spent customizing this approach for our Front Desk and Maintenance teams.
The ideal candidate will have broad exposure to luxury and/or hospitality brands, experience creating learning and development programs, as well as strong project management experience.
Project Planning and Management
Lead the planning, and execution of a service and quality standards project from concept through completion.
Develop a comprehensive project plan, timelines, key stakeholders, change management plans, and budgets.
Coordinate with cross-functional teams, including Operations, People & Culture, Marketing, and other teams across the Equinox brand
Development of Learning and Development Strategy for Service and Service Standards
In partnership with operations, solidify a philosophy for service standards across the Equinox brand
In partnership with Learning & Development instructional designers, design material for service culture and service and quality standards
In partnership with club leaders, test content for relevance and effectiveness
Define mechanisms for content delivery and distribution, partnering with operations to effectively and efficiently reach Front Desk and Maintenance teams
Own content creation, curation and ongoing iteration to ensure service and quality standards remain current with evolving business requirements
Service Culture and Quality Standards Thought Leader
Serve as an internal expert, providing guidance and perspective on the principles and importance of a service-oriented culture and service standards
Influence key stakeholders to prioritize and invest in initiatives (with data-backed hypotheses) that strengthen the organization’s commitment to service excellence
At least 5 – 7 years experience as a project/product owner of service standards, preferably in a luxury or hospitality environment
Demonstrated experience developing and delivering learning and development content
Strong understanding of service and quality standards and a keen sense of customer service and member experience
Passionate about data and numbers; understands the ability to use data to make informed decisions
Experience working in consulting is strongly preferred
30- 50% discounts on all Equinox products and services including Personal Training, Private Pilates, Spa and Café’ services and Shop items

For more information regarding our career opportunities, please visit one of our clubs or our website at
Must have a legal right to work in the United States
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