URBN Senior Manager of Hospitality, Training and Communication

Role Summary

URBN is hiring a Senior Manager of Hospitality, Training and Communication! The Senior Manager leads all field training and communications across the organization. This individual serves as an authority on service standards, compliance education, POS systems training, LMS design and delivery, and internal communication practices and standards. 

Role Responsibilities

• Lead all company-wide training initiatives for managers and hourly team members.
• Design and oversee onboarding programs for new managers; support hourly onboarding standards.
• Manage and update as necessary a Certified Training Program and manager certification process in conjunction with Directors of Operations
• Update and maintain training manuals, SOPs, and service standards.
• Establish service benchmarks and conduct standards testing to ensure consistent execution.
• Drive a culture of continuous learning and operational excellence.

• Oversee compliance training including food handler certifications and responsible alcohol certifications
• Monitor completion rates and ensure audit readiness across all markets.
• Conduct restaurant audits focused on training adherence and service standards.

• Serve as owner of the company’s POS system, Toast.
• Lead POS implementation, enhancements, and training across all locations.
• Manage other key components of the restaurant tech stack, serving as a resource to managers and chefs.
• Support rollout, adoption, and optimization of operational systems.

• Act as project manager for all training components of new restaurant openings.
• Develop and execute pre-opening training plans and checklists.
• Partner closely with Directors of Operations to ensure on-time, fully trained launches.
• Manage the hiring process with particular emphasis on training and turnover
• Manage training and development communication

Role Qualifications

• 7 years of multi-unit restaurant and event leadership experience in Training, Operations, or Learning & Development required.
• Strong background in POS systems and restaurant technology platforms; experience with Toast strongly preferred.
• Experience leading new restaurant openings.
• Deep understanding of hospitality compliance requirements.
• Proven ability to build scalable systems and drive accountability.
• Strong project management, communication, and facilitation skills.
• Willingness to travel regularly.

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The Perks

URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits 

EEO Statement

URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.