Learning Experience Manager - Fleet Response/T2

TaskUs; Chandler (AZ); On-site; USD 97,000 - 145,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid time off

Job summary

TaskUs is seeking a Learning Experience Manager to design and expand training and development programs, aligning them with product training initiatives. You will lead a team of up to 8 Learning Experience Leaders, coordinating onboarding and ensuring high-quality training for teammates and client projects.

You will manage schedules, recruit and onboard staff, set expectations, and evaluate training outcomes while working closely with Learning Experience Leaders and site managers.

Qualifications

• High School Diploma or GED required.
• Four-year college degree (preferred) in a related field like industrial or applied sciences.
• Five years of previous training experience.
• Two years of previous management experience, preferably in the training or learning development space.
• Two years of previous BPO experience, preferably.
• Travel required, up to 25% of the time.
• Strong written and verbal communication skills.
• Strong coaching and mentoring skills.
• Proficient in Microsoft Office and Google Suite applications required.
• Strong interpersonal, conflict management, and mentoring skills.
• Ability to work on a flexible schedule including weekends, holidays, evenings, and long hours.

Responsibilities

• Design and expand training and development programs aligned with product training methodologies.
• Coordinate, organize, and implement all training programs and onboarding.
• Manage a team of up to 8 Learning Experience Leaders and liaise with site managers.
• Maintain a training schedule for assigned sites and GEOs.
• Update rosters, job descriptions, duties, and pay ranges.
• Interview for new learning experience staff and onboard them.
• Set job expectations and policies for training staff.
• Grade staff on training skills and track KPIs.
• Develop staff education and certifications; ensure ongoing learning.
• Observe training classes and provide coaching and feedback.
• Provide quarterly KPIs, evaluations, and goal setting.
• Provide tools and resources for training material creation.
• Document information for each staff member.
• Analyze training evaluation forms to drive improvements.
• Create and maintain training methodologies and courses for growth.
• Maintain communication with Recruiting and Operations to close feedback loops.
• Ensure safety training under the health management system.
• Define resources for design, implementation, review and improvement of training.
• Other duties as required.

Skills

Strong communication

Coaching & mentoring

Time management

Team collaboration

Flexibility

Education

High School Diploma or GED

Four-year college degree (preferred)

Tools

Microsoft Office

Google Suite

Job description

About TaskUs

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs.

Salary Range: $97,000.00 - $145,000.00 per year.

Pay Transparency Statement: The base salary range represents the low and high end of the anticipated salary range for this position across our US locations. The \"pay scale\" provided is a good faith estimate of the range the employer reasonably expects to pay for the position at the time of hire. Actual salary will be determined based on various factors including, but not limited to, the candidate's qualifications, experience, skills, and specific geographic location.

Benefits: We offer a comprehensive benefits package including medical, dental, and vision insurance; 401(k) with company match; and paid time off including vacation, sick leave, and holidays.

Job Description

What does a Learning Experience Manager really do? Think of yourself as someone who will create and maintain a positive and professional learning environment in the organization. Imagine yourself going to work with one thing on your mind: you will design and expand training and development programs. These programs should be aligned with product-specific training methodologies and initiatives. The Learning Experience Manager will also be responsible for coordinating, organizing, and implementing all of our training programs and ensuring the success of our and our client’s new hire training and onboarding programs. They will work closely with our Learning Experience Leaders, managing a team of up to 8 Learning Experience Leaders as their direct reports, and other site managers daily to ensure the quality of all programs and to execute and deliver world-class training for all of our teammates and future leaders.

• Maintain a training Schedule for respective assigned sites and/or GEOs: this is to be worked on daily to ensure transparency with other departments.


• Update all spreadsheets for rosters for assigned sites and/or GEOs: this is to be worked on daily, as employees are added or deleted.


• Create seats for new learning experience staff: this includes updated job descriptions, duties, and pay ranges.


• Interview for new learning experience staff: this should include interview questions regarding skillset and culture.


• Onboard learning experience staff: complete overview of TaskUs culture and job expectations.


• Set job expectations with learning experience staff: this includes all policies and procedures for training staff.


• Grade learning experience staff on training skill sets: this is where the KPIs are assessed and measured.


• Develop learning experience staff and Leadership with education and certifications: in the area of continued education, trainers are expected to complete required certifications.


• Observe learning experience staff during training classes: to maintain excellence in their performance, observations and evaluations will be conducted on a regular basis.


• Provide effective coaching and feedback for the development of learning experience staff.


• Provide KPIs and standards for each quarter for learning experience staff: this will include quarterly performance evaluations and goal setting.


• Provide tools/resources to assist in excellent training material creation: give access to all resources to maintain job function.


• Document information on each learning experience staff member: maintain electronic records for each learning experience leader.


• Receive and analyze training evaluation forms for each class: identify trends and patterns to help improve the training department, reduce speed to proficiency targets and give high-quality feedback to clients to drive continuous improvement.


• Create and maintain training methodologies for the learning experience department: find innovative ways to enhance the training experience.


• Develop training courses to further educate current employees: to further educate our employees for their own respective growth and development.


• Maintain strong communication with Recruiting and Operations: co-create a strong cycle from pipeline to production, closed-loop feedback cycles on trainees’ performance to improve candidate profile.


• Ensure the accountability of the positions to which responsibilities have been delegated in the safety and health management system.


• Define and allocate the financial and technical resources and personnel necessary for the design, implementation, review, evaluation and improvement of prevention and control measures so that those responsible for occupational health and safety in the company can satisfactorily perform their duties.


• Ensure the training of workers in the aspects of occupational health and safety, within the working day.


• Continuously improve training programs and other learning opportunities across the organization.


• Other duties as required.

Qualifications and Requirements

• High School Diploma or GED required.


• Four-year college degree (preferred) in a related field like industrial or applied sciences.


• Five years of previous training experience.


• Two years of previous management experience, preferably in the training or learning development space.


• Two years of previous BPO experience, preferably.


• Two years of previous technical support experience and/or emergency coordination, emergency response, or crisis management experience.


• Strong written and verbal communication skills.


• Strong coaching and mentoring skills.


• Travel required, up to 25% of the time.


• Strong will to learn and adapt to quick change.


• Proficient in Microsoft Office and Google Suite applications required, Strong, confident, and effective verbal and written communication skills are required.


• Strong interpersonal, conflict management, and mentoring skills.


• Ability to work on a flexible schedule including weekends, holidays, evenings, and long hours.


• High energy, enthusiastic, motivational training style.


• Strong organizational, planning, project management, problem resolution, communication, presentation, facilitation, and influencing skills are required.

Salary Range: 65,000 - 80,000 USD Annually.

Pay Transparency Statement: The base salary range represents the low and high end of the anticipated salary range for this position across our US locations. The \"pay scale\" provided is a good faith estimate of the range the employer reasonably expects to pay for the position at the time of hire. Actual salary will be determined based on various factors including, but not limited to, the candidate's qualifications, experience, skills, and specific geographic location.

Benefits: We offer a comprehensive benefits package including medical, dental, and vision insurance; 401(k) with company match; and paid time off including vacation, sick leave, and holidays.

How We Partner To Protect You

TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI

In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

EEO

TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community.