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JOB SUMMARY
The Director of Learning and Development is responsible for designing classroom and virtual instructor led learning interactions that enable behavior change and transformational skill development in a reality-based learning environment. In addition, this position is responsible for building, deploying, and maintaining the content documentation in support of the call center operations. The Director of Learning and Development is responsible for developing collaborative relationships with all defined stakeholders to understand and meet training needs. This position co-creates content with Subject Matter Experts (SMEs) or leverages existing learning interactions to ensure content is relevant and accurate. This role will lead teams organized by line of business to deliver content with the role and individual in mind by ensuring that all aspects of the learning interaction build knowledge, skill, and retention while helping the individual achieve success in role.
The Director of Learning and Development is responsible for designing classroom and virtual instructor led learning interactions that enable behavior change and transformational skill development in a reality-based learning environment. In addition, this position is responsible for building, deploying, and maintaining the content documentation in support of the call center operations. The Director of Learning and Development is responsible for developing collaborative relationships with all defined stakeholders to understand and meet training needs. This position co-creates content with Subject Matter Experts (SMEs) or leverages existing learning interactions to ensure content is relevant and accurate. This role will lead teams organized by line of business to deliver content with the role and individual in mind by ensuring that all aspects of the learning interaction build knowledge, skill, and retention while helping the individual achieve success in role.
MAJOR DUTIES AND RESPONSIBILITIES
- Actively and consistently supports all efforts to simplify and enhance the customer experience.
- Aligns learning objectives to behavioral outcomes to build modern learning interactions that move the learner towards a future-state definition of behavior.
- Align outputs to learning requirements and ultimately the business requirements to help employees experience success on the job.
- Responsible for understanding the role(s) being served and determine the best learning, knowledge and communication deliverables possible to help agents, reps, and supervisors experience new scenarios and overcome real-world challenges in a training environment.
- Builds content with the role and individual in mind by ensuring that all aspects of the learning interaction build knowledge, skill, and retention while helping the individual achieve success in role.
- Ensure facilitated learning interactions are aligned to design principles.
- Incorporates creative concepts aligned to the learning design and L&D branding into all facilitated learning interactions.
- Assign resources or personally takes on the transfer of the learning experience to all of the instructors that will be facilitating.
- Demonstrates and actively promotes an understanding and commitment to the vision of Customer Operations L&D through performing behaviors consistent with the organization’s values.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
- Demonstrated knowledge of multiple types of facilitated learning interaction design methods
- Demonstrated knowledge of how different roles within a business need tailored learning
- Ability to use personal computer and software applications specific to instructional design (word processing, spreadsheet, authoring software, etc.)
- Ability to know when a new process or way of working is needed to meet business outcomes
- Ability to be flexible and adjust to the needs of the business
- Ability to lead a cross-functional team
- Ability to lead others to complete projects
- Ability to coordinate cross-functional stakeholders and SMEs to produce outcomes
- Ability to manage multiple projects to meet target dates for implementation
- Ability to communicate with all levels of management and company personnel
- Ability to make decisions and solve problems while working under pressure
- Ability to prioritize and organize effectively
- Ability to show judgment and initiative and to accomplish job duties
Required Education
- Bachelor’s in Business, Organizational Behavior, Communications, Instructional Design, Human Resource Development or equivalent combination of experience, education and/or certifications in a variety of L&D areas
Required Related Work Experience and Number of Years
- Learning development Experience – 7+
- Leadership of cross-functional teams across large scale technology organizations – 5+
- Business experience outside of L&D – 3+
Preferred Skills/Abilities and Knowledge
- Ability to drive orchestrated resources toward business outcomes
- Knowledge of a variety of training delivery systems (classroom, online, web based etc.)
- Skills in measurement and evaluation of training initiatives
- Superior written and oral communication skills and presentation skills
- Knowledge of cable television products and services a plus
- Skills in teambuilding, relationship building, and presentation
- Knowledge of a variety of training delivery systems (classroom, online, web based etc.)
- Skills in measurement and evaluation of training initiatives
- Superior written and oral communication skills and presentation skills
- Knowledge of cable television products and services a plus
- Skills in teambuilding, relationship building, and presentation
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