Senior Learning and Development Manager

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.
• Bachelorʼs degree preferred.

• 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.

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