Learning Program Manager

Overview
The Learning Program Manager has significant program management experience including designing and delivering learning solutions to drive consistency, build capabilities, and advance strategic priorities and metrics. This role provides project management in the area of learning and development from conception and design through implementation, delivery and measurement (including measuring impact while having a hands-on role managing program details).

Job Duties and Responsibilities
  • Create and execute learning strategies and programs for call center specialists up to managers
  • Maintain consistent processes across call centers in cooperation with Operations, QA, Systems teams, and other partners
  • Create programs and monitor work of instructional designers to ensure work aligns to programs needed and monitor trainers for program consistency
  • Develop content and implement leadership and professional development solutions
  • Evaluate individual and organizational development needs
  • Design and deliver programs as needed including train-the-trainer classes

Competencies
  • Building Rapport
  • Business Acumen
  • Dealing with Ambiguity
  • Drive for Results
  • Managing and Measuring Work
  • Peer Relationships

Role Details

Reports to | Director of Learning and Development

Expected Hours of Work | Days and hours of work are Monday through Friday, 9 a.m. to 6 p.m. Schedule may change as the needed to support the business.

Travel | International travel is required for this position.

Preferred Education & Experience  
  • Bachelor’s degree in Industrial/Organizational Psychology, Instructional Design, English or Communications with 2-5+ years proven experience as a Program Manager, Training Manager, or similar
  • Demonstrated ability to facilitate classroom and virtual programs effectively, persuasively, and with impact; ability to facilitate large group meetings
  • Demonstrated instructional design expertise; strong knowledge of adult learning methodologies and ability to build practical, applicable and results-driven learning programs
  • Strong influence and interpersonal skills, and high level of emotional maturity
  • Expert in project management methods and tools
  • Passionate about helping people learn and grow
  • Extensive experience designing process training, leadership training, e-learning courses 
  • Current knowledge of effective learning and development methods
  • Able to sort and analyze data to show how training is impacting business metrics
  • Proficient in MS Office, Adobe tools, Google tools, video software, and Learning Management Systems (LMS), Articulate 360
  • Excellent communication and negotiation skills; sharp business acumen
  • Ability to build rapport with employees and vendors

Required Education and Experience  
  • Bachelor’s degree and 2+ years experience as Program Manager or Training Manager

Additional Eligibility Qualifications  
  • Instructional design using ADDIE, SAM, TWI model, or similar
  • Instructional Design: Articulate 360 Project Management: Basecamp & JIRA Data manipulation in spreadsheets (intermediate level)
  • Strong facilitation / presentation skills
  • Ability to work in a fast paced, ambiguous environment
  • Self-motivated and able to work in an open team-oriented environment with an emphasis on total customer satisfaction
  • Ability to prioritize, manage and complete projects with tight deadlines
  • Able to travel and work flexible schedules / shifts as needed
  • Proven skills for planning daily/weekly tasks and adapting to competing demands

Other Duties | Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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