Sr Director, Learning Solutions

Client Reference Code: 194676-2
JOB SUMMARY
The Senior Director, Learning Solutions is responsible for ensuring the end to end learning experience is targeted to the learning audience(s) by implementing L&D operational processes and methods to scale and address business needs. Learning Solutions are focused on increasing the effectiveness of learning across customer operations roles. He/She builds a highly effective team to serve the evolving L&D needs of internal customer operations stakeholders in a scalable way. These call center stakeholders include Inbound Sales, Sales Support, Product Activation, Care, Retention, and other key teams.

The Senior Director, Learning Solutions will lead a high-performing team to analyze business requirements in order to architect the modern, adult learning journey solution. He/she is responsible for ensuring that role-based behavioral specifications are defined and documented for all roles (i.e., care agent, supervisor, or escalation representatives) alongside internal customers (refer to above). The Senior Director, Learning Solutions works closely with the Director, Learning Experience to align business requirements, learner behavior requirements and learning objectives as the “design point” of current and future L&D services.

The Senior Director, Learning Solutions serves as the primary escalation interface for managing key business relationships with internal customers. He/She will proactively engage stakeholders with their L&D Service Managers and Learning Experience Architects to define project portfolios aligned to internal stakeholder organizations. The Senior Director, Learning Solutions will oversee portfolio performance to ensure desired business outcomes are achieved & ensures that progress is reported back to stakeholders. The team will prioritize initiatives, provide analysis and insight results, and leverage technology platforms to elevate and modernize the L&D function to increase the value contribution of customer operations L&D.

MAJOR DUTIES AND RESPONSIBILITIES.
Collaborate cross-functionally with business stakeholders to analyze and understand the needs of customer operations roles currently served, and needing to be served in the future. Defines and develops new solution-based offerings; incorporates L&D-provided services to Customer Operations;and defines services levels in collaboration with other L&D leadership. Establish, manage and execute the prioritization and scope review process; which includes first an internal team review with L&D leadership (required approval to move forward) and then a formal review with key stakeholders to ensure solutions meet their requirements.

Update and communicate the service roadmap to call center leadership teams on quarterly basis including: targeted internal customer roles, the L&D value proposition of services, investments, and capacity planning. Manage the overall service catalog including the delivery of new L&D products, services, projects and/or supporting technologies and tools while also running a centrealized L&D help desk to ensure end-users are provided with timely support for new service requests or problem reports.

Develop and maintain client facing diagnostic tools and frameworks for use by consulting team members in support of customer operations management and leadership teams in role profiling, behavioral measurement, learning experience design, and rewards/recognition recommendations.

Demonstrates and actively promotes an understanding and commitment to the vision of Customer Operations L&D by performing behaviors consistent with the organization's values.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge

• Strong communication skills and experience with negotiating requirements with senior executives and customers
• Strong business acumen and project management skills, with proven ability to plan and execute multiple large scale projects simultaneously within budgetary and deadline constraints
• Superior interpersonal, relationship-development, influence management, and performance management skills
• The successful candidate will have a strong track record of hiring, leading, managing, coaching and mentoring L&D customer stakeholder facing resources.
• Experience in a consulting/consultative leadership role is required, with a demonstrated track record of success. Extensive knowledge of creating services or products for internal or external stakeholders
• Demonstrate an ability to work closely with peers to ensure successful learning and business outcomes.
• Driven, focused, and highly process-oriented; the candidate must drive towards the L&D operation model vision, but also must recognize when the plan needs to be adapted.

Education
Bachelor’s degreeor equivalent experience/certification in Management, Project Management/Program Management, Sales, Operations, or Communications (Knowledge of Business operations, marketing, sales, or customer operations)

PREFERRED QUALIFICATIONS
Education
Masters degree


Job Code : TWCHTR450 Sr Dir, Learning Operations Exempt

194676BR