· Create a global Customer Care forward looking L&D strategy that supports our employees and customers while driving increased effectiveness and efficiency
· Implementation of learning technology, effectiveness of learning solutions and Level 1-4 Training and Performance.
· Development and implementation of training programs needed to meet the learning objectives for the organization which align with business strategy and corporate initiatives
· Create a global Customer Care forward looking L&D strategy that supports our employees and customers while driving increased effectiveness and efficiency
· Implementation of learning technology, effectiveness of learning solutions and Level 1-4 Training and Performance.
· Development and implementation of training programs needed to meet the learning objectives for the organization which align with business strategy and corporate initiatives
· Work closely with HR L&D and business leadership to understand ongoing needs and strive for continuous improvement and upgrades in training program effectiveness
· Lead the development of comprehensive strategic and tactical planning, design, development and implementation of e-learning solutions and learning initiatives
· Achieve ROI goals through assessment and metrics to evaluate training effectiveness.
· Ensuring every L&D initiative has clear business focused aims that enable robust evaluation of effectiveness and measurement of return on investment.
· Responsible for the overall site navigation, content, process management and engagement and dissemination of content to end users (internal and external)
· Provide key thought leadership and influence throughout the organization pertaining to knowledge capture, communication and dissemination of information creating a well-informed, equipped and connected customer care organization
· Formulate and deliver a knowledge base strategy; envision and implement a knowledge management roadmap inclusive of technology strategy
· Install continuous improvement methodologies that support rapid sharing of information and focused process improvement
BASIC QUALIFICATIONS
· Bachelor’s Degree with 10+ years of directly related experience
· Prior experience in leading people and multi-level organizations
· Must bring strategic perspective to training and knowledge management programs
· Robust experience with instructional design theory and methods, content development and program evaluation; must be able to effectively employ various facilitation techniques, utilize multiple delivery options; and leverage measurement and evaluation theory and methods
· Develop and maintain excellent working relationships with all appropriate levels within and outside the company
· Ability to inspire others
· Demonstrated creative intelligence, strategic thinking and driving results
· Adapt and adjust willingly and quickly to changing priorities and responsibilities
· Demonstrated knowledge of customer service and contact center operations; proven ability to think like a customer and understand agent behavior
PREFERRED QUALIFICATIONS
· MBA or equivalent
· Digital product experience
· Leadership development
· Experience in eLearning processes and technologies
· A self-starter who understands the importance of business partnerships
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