Learning Delivery Supervisor | Training Operation

Percepta; Ciudad de México; Presencial; MXN 274.000 - 328.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Restaurant Card

Grocery/Food Vouchers

Life Insurance

Savings Fund 13%

Career growth and learning via Percept

Recognition through Perci Perks

Employee Referral Bonus Program

Exclusive employee discounts

Descripción de la vacante

The Learning Delivery Supervisor at Percepta Mexico leads a team of Training Specialists under the Learning Delivery Manager. The role requires coaching, performance management, and development of curricula for domestic locations.

Responsibilities include driving customer satisfaction improvements, handling escalations, and analyzing metrics to create corrective action plans. We offer on-site work in Mexico City, competitive compensation, vacation, bonuses, and Percepta College learning

Formación

• Bachelor’s degree or equivalent work experience.
• English (B2-C1) and Spanish (native to C1-C2) effective communication skills (oral and written).
• Training in process improvement (Six Sigma preferred).
• Demonstrated leadership, performance coaching, and talent development.
• Must be computer literate with word processing, spreadsheets, flowcharting apps, project management and authoring software.
• 3+ years of Learning & Development experience (TNA, Learning Design, Content Development, Training & Facilitation).

Responsabilidades

• Driving improvement initiatives in operational performance and training effectiveness.
• Timely response and resolution of customer escalations to Ford and other Percepta clients.
• Analysis of metrics not meeting target or showing sustained improvement.
• Facilitates effective meetings and cross-functional collaboration to drive a performance culture.
• Training reporting and analysis to meet stakeholder needs (Dashboards, Reviews, Calibrations).
• Create and coordinate performance improvement initiatives (action plans, workshops, focus groups, job aids).
• Aligns team to GLK & Learning Delivery standards.

Conocimientos

English proficiency

Spanish native

Leadership

Six Sigma

Computer literacy

Educación

Bachelor’s degree

Herramientas

Word processing

Spreadsheets

Flowcharting

Project management

Authoring software

Descripción del empleo

Expect more than a job.

Our values are the heartbeat of our organization and we live, breathe and play by them every day.

Expect more than a job.

Our values are the heartbeat of our organization and we live, breathe and play by them every day.

Learning Delivery Supervisor

The Learning Delivery Supervisor, under the direction of the Learning Delivery Manager, leads and is responsible for the performance of a team of Training Specialists. The Learning Delivery Supervisor will assist the Manager in departmental hiring, and supervise, coach and mentor all intradepartmental personnel in their daily roles, responsibilities, and professional development. Prepare and administer annual performance appraisals. The position requires organizational developmental skills to lead a large team to deliver and evaluate complex and flexible curricula to domestic locations. Additional responsibilities include:

• Driving improvement initiatives in Customer Satisfaction.
• Timely response and resolution of customer escalations to client and other Percepta Business Clients.
• Analysis of metrics not meeting target or showing sustained improvement.
• Development of action plans to address underachieving performance.

What You’ll Be Doing

• Driving improvement initiatives in operational performance and training effectiveness.
• Timely response and resolution of customer escalations to Ford and other Percepta Business Clients.
• Analysis of metrics not meeting target or showing sustained improvement.
• Facilitates effective meetings, drives cross functional team collaboration, and utilizes all available resources to ensure a performance culture
• Responsible for training reporting and analysis to meet stakeholder needs. (Business Reviews, NH training dashboard, Calibrations, etc.)
• Create, coordinate and facilitate performance improvement initiatives (action plans, workshops, focus groups, job aides, recurrent training)
• Aligns assigned team to GLK & Learning Delivery standards

What You Bring To The Role

• Bachelor’s degree preferred, or equivalent work experience
• English (B2-C1), and Spanish (first language-C1-C2) effective communication skills (oral and written)
• Training in process improvement (Six Sigma methodology preferred)
• Demonstrated leadership skills, performance coaching, and talent development
• Must be computer literate with word processing, spreadsheets, flowcharting applications, project management and authoring software
• Demonstrated knowledge and experience in Learning & Development functions (3 years minimum) - TNA, Learning Desing, Content Development, Training & Facilitation (ITL, VILT, Blended), Training effectiveness & evaluation, Active Learning

What You Can Expect

• Competitive monthly salary of MXN $27,000
• Work on site
• 16 days of vacation
• Christmas Bonus (Aguinaldo)
• Loyalty Bonus starting in your second year
• Restaurant Card
• Grocery/Food Vouchers
• Life Insurance coverage equivalent to 24 months of salary
• Savings Fund 13%
• Career growth and learning opportunities through Percepta College
• Recognition through our award-winning Perci Perks program
• Employee Referral Bonus Program
• Exclusive employee discounts
• A culture focused on development, collaboration, and career progression

Why Join Percepta?

At Percepta, we are more than a customer experience company. We're a team of passionate professionals committed to creating exceptional experiences for customers and employees alike. If you're a hands-on leader who enjoys developing talent, driving performance, and making an impact, we'd love to hear from you.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first‑class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vista points and allows every individual to bring value to the table in their unique way.

MX-DF-Mexico DF