Senior Manager, Customer Experience: Learning & Development

Swooped; United States; On-site; USD 156,000 - 230,000; Full time

Job summary

A forward-thinking company is seeking a Learning and Development Senior Manager to drive customer experience learning initiatives. In this pivotal role, you'll partner with various business areas to develop impactful training programs that enhance support agent performance. Your expertise in data analysis and project management will be crucial in identifying improvement opportunities and measuring the success of learning initiatives. This innovative firm values collaboration and is committed to employee well-being, offering a comprehensive benefits package and opportunities for equity grants. Join a team that is dedicated to making a difference in local economies and creating exceptional customer experiences.

Benefits

Premium healthcare

Wellness expense reimbursement

Paid parental leave

401(k) plan with employer matching

Flexible vacation

Paid sick leave

Mental health program

Family-forming assistance

Disability insurance

Basic life insurance

Qualifications

• 5+ years in call center leadership or BPO management.
• Experience in creating learning programs at scale.

Responsibilities

• Lead L&D strategy for customer experience.
• Develop learning programs for support agents.

Skills

Learning and Development

Data Analysis

Project Management

Team Management

Communication Skills

SQL

Education

Bachelor's degree

Master's degree

Tools

Excel

Google Sheets

Job description

1 day ago Be among the first 25 applicants

At the company, the mission to empower local economies shapes how team members move quickly, learn, and iterate in order to make impactful decisions that display empathy. The company is a technology and logistics company that started with delivery, and is looking for team members who can help go from a company that is known for delivering food to a company that people turn to for any and all goods.

The company is growing rapidly and changing constantly, which gives team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. The company is committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

About the Team

As the largest core operating team at the hiring company, Customer Experience and Support Operations ensures that when there are bumps, there's always someone there to make things right. The team supports consumers and service providers who need help, and there is a network of thousands of agents answering questions and resolving issues. The focus is on customer obsession and aiming to give each customer the best possible experience.

About the Role

Our client is looking for a Learning and Development Senior Manager who will lead the customer experience learning and development strategy for key business areas. You will partner with L&D operations to translate the customer experience strategy into tangible learning programs, to ensure the global network of thousands of support teammates are set up to support these experiences.

You're excited about this opportunity because you will…

• Be the primary L&D partner for key business areas, to understand core customer experience strategies, develop an L&D strategy, and break these down into tangible learning programs for support agents
• Leverage Automated QA and other AI signals to Identify and target performance improvement opportunities and measure the impact of learning programs through data analysis
• Guide the business in prioritizing and developing learning solutions that support with organizational strategic priorities
• Oversee the roadmap and prioritization of Audience-specific L&D projects
• Agree on success metrics with partners before launching an initiative and measure progress along the way, and share results and insights at the conclusion of an initiative
• Monitor headwinds and understand the impact of external variables that might affect results
• Work with the team and partners through completion of projects
• Zoom into the details and zoom out to a bird's-eye view to understand the "why" of what led to an initiative's success or failure, to create a culture of learning
• Identify opportunities to improve feedback loops between the field and the team to promote continuous improvement
• Foster collaboration and engagement, both within the company and externally with vendor partners
• Work with operations partners including Vendor BPOs, Quality Assurance, Workforce Management, Knowledge Management, and internal support operations for onshore teams, to ensure support teammates are equipped with the knowledge and tools to support customers.
• Measure support teammate performance and correlate performance to efficacy of learning programs

They're excited about you because…

• You have a vision for the future of L&D in an evolving world and are passionate about creating learning and development programs at scale
• You have experience managing teams and coaching
• You have a unique combination of L&D experience and operational experience such as management consulting, finance, private equity, technology or a related field
• You have 5+ years of experience in call center leadership or BPO management experience as a trainer or in developing instructional materials
• You enjoy collaboration and know how to develop productive relationships with partners
• You know how to present complex information both written and verbal
• You use data in your decision-making process. You are comfortable pulling data from multiple sources, reading and analyzing data, doing analysis in Excel (can maintain complex spreadsheets) or Google Sheets, and partnering with analytics partners for more complex analyses. Proficient in SQL.
• You have project management skills
• You are focused on quality, output-motivated, and always pushing yourself to do better.
• You recommend solutions to complex problems while also completing many projects and priorities day-to-day.

Compensation

The successful candidate's starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.

In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.

The hiring company cares about you and your overall well-being. That's why the hiring company offers a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act) (for salaried roles: flexible vacation, plus 80 hours of paid sick time per year; for hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week), 16 weeks of paid parental leave, a wellness benefit, and a commuter benefit match.

Additionally, for full-time employees, the company offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

The base pay for this position ranges from our lowest geographical market up to our highest geographical market within the United States.

Salary Range

$156,400—$230,000 USD

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management, Customer Service, and Business Development

• Industries

  Computer and Network Security and Technology, Information and Media

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