Head of L&D for Finance Ops & Contact Center (AI-Driven)

Guardian; Bethlehem (Northampton County); On-site; USD 88,000 - 144,000; Full time

Job summary

Guardian is seeking an experienced L&D leader to guide the Learning & Development function for the FPRS Contact Center and Operations. You will design targeted curricula, partner with leaders to diagnose needs, and modernize learning with AI while grounding programs in adult learning principles.

You will build a high-performing team, measure learning impact on speed, quality, and customer satisfaction, and ensure regulatory compliance and audit readiness.

Qualifications

• Bachelor's degree in Business Administration, Organizational Development, Human Resources, Instructional Design, Instructional Technology, or related field; Master’s preferred.
• 5+ years managing a training team delivering training to operations, service, and support across multiple mediums.
• Experience designing, developing, and delivering professional development curricula using varied delivery methods.
• Strong knowledge of L&D methodologies and adult learning best practices.
• Experience assessing learning needs and measuring learning effectiveness and business impact.
• Familiarity with authoring tools (Articulate, Adobe CC), video/audio production, and LMS; vendor/content partner mgmt a plus.
• Awareness of AI and emerging tools to modernize learning design and delivery.
• Knowledge of Guardian CARE principles and customer engagement best practices.
• Understanding drivers of a great customer experience and cross-functional collaboration.

Responsibilities

• Own the L&D agenda for FPRS Contact Center and Operations and set modernization direction.
• Lead, develop, and grow a team of learning professionals.
• Partner with operations, contact center leadership, Quality, WFM, and HR.
• Embed CARE principles and customer-engagement best practices into learning.
• Ensure compliance and audit readiness for mandatory training and records.

Skills

L&D leadership

Consultative

Forward-thinking

Adult learning

Business outcomes

Analytical

Talent development

Change leadership

Collaborative

Education

Bachelor's degree or equivalent (Business Administration, Organizational Development, HR, Instructional Design, Instructional Technology)

Tools

Articulate

Adobe Creative Cloud

Video/Audio production

Learning Management System

Job description

Guardian is seeking an experienced L&D leader to guide the Learning & Development function for the FPRS Contact Center and Operations. You will design targeted curricula, partner with leaders to diagnose needs, and modernize learning with AI while grounding programs in adult learning principles.

You will build a high-performing team, measure learning impact on speed, quality, and customer satisfaction, and ensure regulatory compliance and audit readiness.