Process Manager, Merchant Support Training & Development



About Ross Stores:


Ross Stores, Inc. is an S&P 500, Fortune 500 and Nasdaq 100 (ROST) Company headquartered in Dublin, California, with fiscal 2017 revenues of $14.1 billion.  The Company operates Ross Dress for Less® ("Ross"), the largest off-price apparel and home fashion chain in the United States with 1,409 locations in 37 states, the District of Columbia and Guam. The Company also operates 213 dd’s DISCOUNTS® locations in 16 states that feature a more moderately-priced assortment of first-quality, in-season, name brand apparel, accessories, footwear and home fashions for the entire family at everyday savings.


The company’s merchandise mix and assortments are constantly evolving as merchants and planners focus on what customers want to buy and respond by delivering great discounts on a wider variety of name brand merchandise. With its solid management team, proven off-price concept, strong cash flow and return on equity, Ross is ideally positioned to successfully execute its growth strategies.


At Ross you will find:

  • A career that fits you
  • Teamwork
  • Amazing culture and people
  • Big company with a family feeling
  • Customer focus


Are you ready for the next big move in your career? We look forward to hearing from you!


The culture demands hands-on, close engagement at all levels, and the ability to think and act strategically. Within this culture, there are many opportunities to attain and even exceed personal goals quickly while partnering with professionals across multiple categories. This creates a win-win culture with a rigorous standard of performance for everyone. 


Structured for growth and profitability, individuals are measured on performance rather than process. What this yields is an environment that is invigorating and offers a clear, compelling reward system for the team. 


Additional information is available at:


About this Job:

The Merchant Support Training & Development Process Manager is responsible for creation, enhancement, and execution of organizational training, communication, and documentation necessary for the Merchant Support Organization. They are the primary liaison to Learning and Organizational Development (L&OD) department to manage on-boarding and refresher strategies to support the MSA team’s growth and Merchant introduction to merchant support services. This role is responsible for partnering with Associate Relations regarding Associate engagement best practices and creating documentation to support the MSA management team as necessary. They will also interact with MSA and Merchant leadership to support department projects and initiatives.


  • Responsible for training new associates on the MSA processes, tools, and associated technical training. This includes identifying correct training attendees, scheduling the meetings, reserving proper meeting space, setting up space with projectors and preparing/printing materials.
  • Responsible for keeping documentation up to date with new processes/changes.
  • Owner of new hire orientation plans.
  • Manage MSA team organizational data, coordinate logistics for MSA team seating plans as well as new-hire setup, including onboarding, and technical requirements.
  • Responsible for onboarding new Merchants (and Merchants who have changed areas) to the MSA processes and creating/maintaining any documentation associated with the onboarding. This will require staying close to HR and the business to understand when new hires join and merchants move around.
  • Partner with MSA Leadership to create and improve department process manuals and Standard Operating Procedure (SOP) documents.
  • Manage and create department communications such as the team newsletter and process change notifications.
  • Liaise between MSA Leadership and HR teams to enhance department appraisal forms as needed.
  • Partner with HR to ensure all applicable L&OD trainings are tailored for the MSA Team.
  • Partners with MSA Leadership on creating new processes and training materials.

Desired Skills and Qualifications:

  • Bachelor’s degree, 5 years’ work experience
  • Highly effective verbal and written communication
  • Thorough knowledge of effective training and reporting approaches and best practices
  • Training and development oriented with prior experience implementing and maintaining effective training programs
  • Experience in establishing relationships; ability to interface at all levels within the organization including facilitation, consultation, presentation, influencing, coaching and gaining commitment
  • Strong analytical and PC skills, with an emphasis on training documentation
  • Demonstrated decision-making ability and sense of urgency; ability to deal effectively with pressure, multiple tasks, deadlines and rapidly changing priorities

Physical Requirements/ADA:

  • Ability to work in an office environment.
  • Routine deadlines; usually sufficient lead time; variance in work volume seasonal and usually predictable; priorities can be anticipated; some interruptions are present; travel or other inconveniences have advance notice; involves exposure to demands and pressures from persons other than immediate supervisor.
  • Job frequently requires sitting, standing, walking, reaching with hands and arms, lifting, pushing, or pulling up to 10 lbs.
  • Job requires regular talking and hearing, attending in-person meetings, typing, and working with office equipment such as computers, phones, photocopiers, filing/storage cabinets and fax machines etc.
  • Ability to see information in print and/or electronically; close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. 
  • Consistent timeliness and regular attendance.