Job Description

JOB SUMMARY
The Senior Manager, Learning Delivery is responsible for providing a variety of different modalities including L&D; team in order to optimize how both facilitated (classroom and virtual classroom) and non-facilitated interactions (e.g., Video/Audio, Online Forum, Branched and Decision eLearning, Gamification) engage adult learners. The leaderensure the team have assignments and work is balanced across resources to optimize deployment for the business. The Senior Manager, Learning Delivery maintains an assigned, one-on-one relationship with L&D; resources and provides career coaching and development to help build their L&D; specialties ensures quality of staff deliverables and compliance with Customer Operations L&D; performance goals.

This position supports the leadership team by helping to organize and conduct internal reviews prior to sharing outputs with internal customers. The Senior Manager, Learning Delivery supports the collection, analysis, and reporting of learning metrics to recommend improvements.

The Senior Manager, Learning Delivery also acts as an individual contributor when necessary, providing targeted specialized support in either facilitated and / or non-facilitated learning development and delivery efforts. This position takes on assignments within area of expertise/specialization to ensure full resource coverage across all initiatives.

MAJOR DUTIES AND RESPONSIBILITIES
Optimize utilization across the assigned L&D; specialized resource population by making staffing decisions in support of intake prioritization. Propose assigned practitioners with current or near-term availability to assignments that align with their skills and abilities, and/or professional goals.

Manage the Learning Experience and help team members understand their roles. Maintain a comprehensive understanding of all L&D; technical services and operations.

Advise Managers and Learning Experience team members on how best to navigate and engage in the resource management processes, and make recommendations for improved learning outcomes. Resolve conflicts to the satisfaction of all parties, which may include identifying creative alternatives and negotiating with peers and leaders.

Work closely with Tools, Reporting and Quality teams regarding trends, forecasts, and opportunities for improvement, and areas of concern.

Maintain knowledge of relevant learning programs for assigned specialized resource population and recommend appropriate and relevant training and knowledge content to support employee development.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge

* Demonstrated ability to educate, communicate, negotiate, and influence with all levels of management to produce required outcomes.
* Demonstrated ability to prioritize, organize, and assign staff effectively in order to manage multiple initiatives to meet deadlines.
* Demonstrated ability to creatively solve problems while working under pressure.
* Ability to show good judgment, take initiative, and make decisions to accomplish job duties
* Demonstrate an ability to work closely with peers to ensure successful learning and business outcomes.
* Experience delivering one or more of the following capabilities: Video/Audio, Online Forum, Branched eLearning, Decision eLearning, Gamification.
* Driven, focused, and highly data-oriented; the candidate must drive towards the L&D; performance outcomes, but also must recognize when the plan needs to be adapted.

Related Work Experience
7 + Years - Facilitated / Non-Facilitated Learning experience
3 + Years - Front-line management experience

Education
Bachelors degree in Instructional Design, Adult Learning, Knowledge/Content Management, Business Management, Project Management/Program Management, Sales, Operations, or Communications or equivalent experience/certifications in multiple L&D; disciplines. Masters Degree preferred but not required.

PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge

* Management or business consulting experience
* Resource management experience
* Telecommunicaitons experience

Related Work Experience
Relevant corporate experience in a large Fortune 100 company

Education
Masters degree

WORKING CONDITIONS
Office environment
Travel as required

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