AMC Theatres

Alex Olivier

Alex Olivier is a learning and development (L&D) professional with over 20 years of experience in the theatre industry. At AMC Theatres, he leads the organization’s efforts to create inclusive work environments and oversees a team that designs, develops, implements and evaluates training for over 25,000 theatre associates.

In an interview with Manage HR, Alex discussed his career and shared insights on training associates for dynamic environments, the importance of tailoring programs for diverse teams and preparing leaders for real-world scenarios.

A Career Shaped by Passion and Growth

I began my career in 2004 as a crew member with AMC Theatres, and later progressed into various leadership roles. The organization’s commitment to structured, high-quality training, along with intentional investment in learning, solidified my passion for pursuing a career in L&D.

My 12 years of experience in theatre operations, leading teams across multiple cities, provided me with first-hand insights into how training and development drive performance and engagement. In 2016, I joined the AMC Theatre Support Center’s L&D team as Training Manager and designed learning solutions to support key initiatives. As a Director, my focus expanded to developing enterprise learning strategies aligned with business priorities and building scalable teams. Presently, as a Sr. Director, I’m committed to empowering associates to be authentic, valued and supported in growth.

Training Associates for Dynamic Environments

We prepare our leaders with reality-based mindsets by helping them build confidence in unexpected moments. Trust is at the center of our approach. We assure associates that their judgments are valued and that they can make authentic decisions that impact both guests and business.

Through training and shared experiences, leaders learn to anticipate challenges and find solutions ahead of time. This prepares them to act quickly and thoughtfully at crucial points, reinforcing a culture of continuous learning and adaptability. We empower associates to take ownership of situations by giving space to pause and think, rather than providing every answer.

Tailored Learning for Diverse Teams

We intentionally identify the target audience while designing the program, acknowledging that different experience levels require varied entry points. Our learning program allows associates to skip mastered content and focus on areas where they need support.

“We prepare our leaders with reality-based mindsets by helping them build confidence in unexpected moments.”

The program content is shaped by taking the perspectives of target learners through early focus group discussions. We ensure associates understand the importance of training and its relevance to their daily work. This process delivers flexible, agile learning that helps associates feel respected, capable and set up for success.

Preparing Leaders for Real-world Experience

Managerial courage is one behavior that can be developed only through experience. Guests may respond to disappointment with heightened emotion or aggressive behavior, and associates can find themselves feeling anxious or physically threatened. Remaining calm and responding with empathy in those moments is difficult to replicate in controlled training environments.

We accelerate this learning by giving associates a clear, consistent framework they can rely on. AMC’s listen, empathize, apologize, solve and thank and take action (LEAST) approach is taught with depth and reinforced over time. This prepares them to manage their own reaction, de-escalate the situation and protect both guest experience and associates’ sense of safety and confidence.

They practice LEAST during new hire training, Manager and General Manager programs and annual reinforcement sections, through classrooms, web-based modules, pre-shift huddles and short videos.

Advice for L&D Leaders

Always stay grounded in the expected outcome and target audience. Training is about understanding what success looks like in the role, what motivates the audience, how they consume information and prefer to learn outside of work. It also means considering how the change will show up in their day-to-day experience and where it connects to what they value. Designing with this focus aligns it with real-world scenarios, ensuring lasting impact.