Learning Experience Manager - Fleet Response/T2A

TaskUs USA LLC; New Braunfels (TX); On-site; USD 97,000 - 145,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Paid time off

Job summary

TaskUs is seeking a Learning Experience Manager to design and expand training programs aligned with product specific methodologies. You will coordinate all training programs and onboarding for new hires, working with senior leaders to ensure world-class training for teammates and future leaders.

You will lead a team of up to 8 Learning Experience Leaders, collaborate with Recruiting and Operations, and drive continuous improvement across multiple sites.

Qualifications

• High School Diploma or GED required.
• Four-year college degree (preferred) in related field like industrial or applied sciences.
• Five years of previous training experience.
• Two years of management experience, preferably in training/learning development.
• Two years of prior BPO experience.
• Two years of technical support and/or emergency coordination experience.
• Strong written and verbal communication skills.
• Coaching and mentoring skills.
• Travel required up to 25% of the time.
• Willingness to learn and adapt quickly.
• Proficient in Microsoft Office and Google Suite; good communication skills.
• Strong interpersonal, conflict management, and mentoring skills.
• Ability to work a flexible schedule including weekends/evenings.
• Energetic, enthusiastic, and motivational training style.
• Strong organizational, planning, project management and facilitation skills.

Responsibilities

• Maintain a training schedule for assigned sites/GEOs.
• Update rosters for assigned sites/GEOs daily.
• Create seats for new learning experience staff with updated duties and pay ranges.
• Interview for new learning experience staff and assess fit.
• Onboard learning experience staff and introduce TaskUs culture.
• Set job expectations and policies for training staff.
• Grade staff on training skills; define KPIs.
• Develop staff with education and certifications; ensure continued education.
• Observe training classes to maintain quality and provide feedback.
• Provide coaching and quarterly KPI-based evaluations.
• Provide tools/resources to create high-quality training material.
• Document information for each staff member in electronic records.
• Analyze training evaluations to identify trends and drive improvements.
• Develop training courses for ongoing education and growth.

Skills

Communication skills

Coaching & mentoring

Organization & planning

Project management

Interpersonal skills

Flexible schedule

Education

High School Diploma or GED

Bachelor\'s 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

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.

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.

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.

Responsibilities

• 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.

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.