Senior Learning and Development Manager

Position Overview:

Our client is looking for a dynamic and experienced Learning and Development (L&D) Manager to lead our Customer Experience (CX) team's training initiatives. In this role, you will be instrumental in designing, implementing, and overseeing comprehensive learning programs that empower our CX team with the essential skills and knowledge to deliver exceptional customer service. You'll be responsible for driving performance improvement through strategic training, continuous development, and robust evaluation. This position requires a highly organized leader with a keen eye for detail, capable of managing multiple priorities, fostering team growth, and strategically aligning L&D efforts with business objectives.

Key Responsibilities:

1. Strategic Learning Program Design & Delivery:

• Needs Assessment & Strategy: Conduct in-depth analyses of performance data, customer feedback, and organizational goals to identify critical training needs and develop a comprehensive L&D strategy for the CX team.
• Curriculum Leadership: Design and develop innovative, impactful training programs covering onboarding, advanced product knowledge, sophisticated customer service techniques, empathetic communication, and efficient software utilization.
• Engaging Content Creation: Lead the creation of diverse and engaging learning materials, including presentations, detailed manuals, interactive e-learning modules, and experiential activities.
• Facilitation & Coaching: Deliver high-quality training sessions using various modalities (e.g., classroom, virtual, blended learning) tailored to different learning styles. Provide direct coaching and mentorship to enhance individual and team performance.
• Onboarding Excellence: Oversee and continuously refine a structured onboarding program for new CX hires, ensuring they are fully equipped to meet and exceed customer service standards from day one.

2. Continuous Improvement & Performance Enhancement:

• Content Modernization: Proactively update and refine all training content to reflect new policies, procedures, product launches, and technological advancements.
• Feedback & Iteration: Establish robust mechanisms for collecting and analyzing feedback from trainees and managers, using these insights to continuously improve training content, delivery methods, and overall program effectiveness.
• Impact Measurement: Monitor and analyze key performance indicators (KPIs) to rigorously measure the effectiveness and ROI of all training programs, identifying areas for strategic improvement and innovation.
• Advanced Skill Development: Design and implement advanced training modules that support ongoing skill enhancement, career progression, and leadership development within the CX team.

3. Knowledge Management & Operational Excellence:

• Centralized Knowledge Hub: Develop, manage, and maintain a comprehensive, easily accessible knowledge repository of training resources, FAQs, and essential knowledge articles for the entire CX team.
• Information Flow: Ensure timely and accurate dissemination of critical information, updates, and best practices across the CX department to maintain consistency and high performance.

4. Quality Assurance & Compliance Leadership:

• Standards & Compliance: Ensure all L&D initiatives and programs strictly adhere to industry standards, regulatory requirements, and company policies, particularly concerning customer interactions.
• Audit Readiness: Collaborate closely with Quality Assurance and Compliance teams to prepare CX agents for internal and external audits, ensuring adherence to all protocols.
• Regulatory Training: Develop and deliver essential training sessions on compliance topics such as data privacy, security protocols, ethical customer interactions, and relevant industry regulations.

5. Evaluation, Reporting & Strategic Insights:

• Training Effectiveness Evaluation: Implement rigorous post-training evaluation methodologies to assess trainee comprehension, knowledge retention, and the practical application of new skills in real-world scenarios.
• Executive Reporting: Prepare and present detailed, insightful reports on training activities, program outcomes, and the measurable ROI of L&D initiatives to senior management.
• Data-Driven Refinement: Establish a continuous feedback loop, leveraging performance metrics and trainee input to strategically refine and optimize all training programs.

6. Technology & Innovation:

• LMS Administration & Optimization: Expertly manage the Learning Management System (LMS) to track training progress, maintain accurate records, schedule sessions, and generate insightful reports.
• E-learning Innovation: Leverage advanced e-learning authoring tools to create dynamic, interactive, and highly engaging online training modules.
• Industry Trends & Adoption: Stay at the forefront of L&D and CX industry trends, best practices, and emerging technologies to continuously innovate and enhance our training programs.
• Pilot Programs: Lead the development and piloting of new training initiatives to thoroughly test their effectiveness before full-scale implementation across the team.
  

7. Collaboration & Communication:

• Cross-Functional Partnership: Foster strong collaborative relationships with department heads, team leaders, subject matter experts, and other stakeholders to ensure L&D programs are fully aligned with organizational needs and business objectives.
• Strategic Alignment: Actively participate in leadership meetings, calibration sessions, and team discussions to ensure L&D strategies are integrated with broader organizational goals and evolving CX requirements.
• CX Team Advocacy: Maintain open and continuous communication with customer service representatives to deeply understand their evolving training needs, challenges, and opportunities for growth.

Qualifications:

• 5+ years of progressive experience in Learning & Development at a Global Scale, with a strong preference for experience within a technical customer service call center or Business Process Outsourcing (BPO) environment.
• Demonstrated expertise in customer experience principles and best practices.
• Exceptional communication, presentation, and interpersonal skills, with a proven ability to engage diverse audiences.
• Proficiency in managing and optimizing Learning Management Systems (LMS) and advanced e-learning development tools.
• Strong organizational, project management, and leadership skills.
• Proven ability to analyze complex data, derive actionable insights, and present findings clearly.
• Highly adaptable and effective in a fast-paced, dynamic, and rapidly evolving environment.
• 3+ years of experience facilitating product support training and/or new hire training in a call center / technical support environment.
• Bachelor's degree preferred.

Preferred Skills:

• Certification in Training and Development (e.g., CPLP, CPTD, ATD certifications).
• Direct experience with quality assurance and compliance training within a regulated environment.
• Familiarity with modern customer service software and CRM systems, especially Kustomer.
• Familiarity with Google Classroom and Google Sites.
• Bilingual (English/Spanish) skills are a plus.