Training & Readiness Manager

Full Job Description

Learning Strategy Development: Collaborate with Process Owners & service leads and cross-functional partners to develop a comprehensive learning and development strategy aligned with business goals. Analyze business needs, identify skill gaps, and prioritize initiatives that drive organizational capability and performance. Program Design & Delivery: Design, customize, and deliver high-impact learning programs, workshops, and interventions for Customer Operation Managers, including onboarding, Program & Licensing knowledge, technical skills training, AI-enabled tools and capabilities, and professional growth opportunities. Drive readiness and adoption of new processes, tools, and business changes by incorporating AI best practices and upskilling initiatives into learning solutions. Measurement & Evaluation: Establish metrics and assessment tools to measure learning program outcomes, impact, and ROI. Continuously improve programs based on feedback, data analysis, and evolving business needs. Change Management: Spearhead change management initiatives to facilitate effective adoption of new systems, processes, and work methodologies. Collaborate with stakeholders to ensure compliance and successful implementation through comprehensive training and readiness programs for all team members. Serve as a thought leader, promoting consistent processes, capabilities, and services that align with performance standards for accuracy, simplification, consistency, and timely delivery. Communication & Advocacy: Communicate learning opportunities and drive participation through creative campaigns, integrated communications, and collaboration with internal stakeholders. Embody our culture and values Bachelor's Degree in Business, Operations, Finance or related field AND 4+ years work experience in program management, process management, or process improvement Proficiency in written, reading, and conversational English Bachelor's Degree in Business, Operations, Finance or related field AND 8+ years experience in program management, process management, process improvement OR Master's Degree in Business, Operations, Finance or related field AND 6+ years program management experience, process management, process improvement OR equivalent experience. Experience working in a customer service environment and in a large matrixed multinational company. Exceptional interpersonal, communication, and facilitation skills. Ability to influence, inspire, and build relationships at all organizational levels. Resilience, adaptability, and a collaborative spirit. Proven track record of designing and executing successful learning initiatives at scale Ability to manage multiple projects simultaneously in a fast-paced, dynamic environment

Verified from public schema.org JobPosting structured data on the official source page. The complete published description, responsibilities, requirements and benefits were normalized when present; unstated facts were not inferred.