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Learning and Development Director (Virtual Opportunity)

Human Resources
205890 Requisition #

Director of Learning and Development


The Director of Learning & Development is responsible for the overall leadership and strategic direction for employee training and development needs in our virtual and classroom environments for our 1,200+ Contact Center employees around the globe. The Director of Training and Development is responsible for the creation, implementation, and improvement of all business-wide training efforts. The Director of Learning and Development actively searches, creatively designs, and implements effective methods for enhancing performance, and recognizing outstanding performance. The performance of the business is highly dependent on the training and support from Learning and Development, which implies that the director monitoring the activities of the department must be highly experienced, motivated, and dedicated to quality training across the business. Additionally, they will be responsible for the development, revision and execution of training programs that are in line with the overall company goals and mission. This position reports to the VP of MCE Service Delivery.


The Role…

• Bring thought leadership and continuous re-engineering within our training delivery platforms through innovation with a focus on leading edge virtual and remote learning, effectively modernizing the "way of work".

•Develop a framework for tracking effectiveness of trainings in all formats (self-learning, instructor led learning, virtual and remote learning, supplemental materials, interactive learnings)

• Consulting clients on how innovation within the training environment can lead to lower costs, higher learner engagement, increased speed to proficiency, and overall positive impact on customer and employee experience.

•Design comprehensive training programs using different learning mediums (self-learning, instructor led learning, supplemental materials, interactive learnings) to drive desired outcomes

•Partner with content SMEs in the organization to design and deliver training content

•Demonstrates a high level of experience and comfort interacting with all levels of employees from multi-cultural backgrounds

•Excellent verbal, written, and interpersonal communication skills

•Build effective relationships with departmental leaders across functions and geographies

•Influence individuals within the organization to partner with you on content development and delivery





•A strategist and doer who can imagine and launch

•A process-driven thinker who can create and refine systems to improve programs

•Experience managing a diverse team of instructors and trainers.

•Experience with project management or project manager level standards around ADDIE, including strong capabilities in reporting and metrics

•Track record of developing and/or running successful training programs with quantified results

•Demonstrated understanding of best-in-class teaching/coaching techniques for adult learners

•Exceptional presentation, facilitation, and written communication skills

•A growth mindset and a passion for helping people continuously improve

•Ability to operate at the intersection of strategy, operations, external customer and internal organization

•Thoughtful, fast, disciplined execution

•Intense collaboration

•Passionate customer focus

•Familiarity with virtual and remote learning concepts and Learning Management Systems

•Ability to work cross-functionally with an inclusive mindset and drive for results


•Bachelor’s Degree or equivalent work experience

• Minimum of ten (10) years prior work experience across learning and development functions.

• Minimum of five (5) years of direct leadership experience managing teams of learning professionals.

• Contact Center experience a plus.

•Multi-site location experience a plus



EOE including Disability/Veterans

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