CX Learning & Development Program Lead

What You’ll Do

:

• Conduct Needs Assessments: Analyze training needs and identify skills gaps to align initiatives with organizational strategy, ensuring relevance and impact on customer support.
• Define Learning Objectives: Create clear, measurable learning objectives that support organizational goals, driving effective and purposeful training.
• Oversee Curriculum Development: Lead the development of structured training curricula, collaborating with enablement specialists to produce engaging and effective content and training materials.
• Coordinate Training Rollouts: Manage logistics and timelines for training initiatives, including scheduling, resource allocation, and communication, to ensure a seamless experience for participants.
• Facilitate Training Delivery: Utilize diverse delivery methods to actively engage participants, fostering an interactive and supportive learning environment.
• Design Assessments and Evaluations: Develop assessments to gauge participant understanding and training effectiveness, leveraging feedback for ongoing improvement.
• Foster Continuous Improvement: Collect and analyze post-training feedback to identify enhancement opportunities, ensuring ongoing relevance and effectiveness of training programs.

What We’re Looking For Experience:

• 5+ years in learning and development, training, or a related field, with a proven ability to implement effective training programs and lead teams.
• Content Coordination Expertise: Strong experience in curriculum development and content creation, with a solid understanding of instructional design principles.
• Project Management Skills: Excellent organizational skills to manage multiple projects simultaneously, ensuring timely delivery of training initiatives.
• People Skills: Strong interpersonal and communication skills, with the ability to engage and motivate learners and team members.
• Inclusivity and Team Spirit: A commitment to fostering an inclusive environment, respecting differences, and encouraging collaboration among team members.

Preferred Qualifications:

• Experience in a technology-driven industry, particularly in consumer electronics or home security.
• Familiarity with learning management systems (LMS) and e-learning tools.

What We Offer:

• Flexible Hybrid Schedule: Work options to accommodate your lifestyle.
• Paid Time Off: Enjoy paid holidays and additional floating holidays.
• Health Benefits: Comprehensive medical and dental coverage for you and your family.
• Career Development: Ongoing training and growth opportunities to advance your career.

What Values You’ll Share:

• Customer Obsessed: Build deep empathy for customers and develop long-term relationships.
• Aim High: Challenge yourself and others to continuously improve.
• No Ego: Embrace a "no job too small" attitude, with an open and inclusive approach.
• One Team: Collaborate effectively to achieve success.
• Lift As We Climb: Invest in the development of others and support their success.
• Lean & Nimble: Work efficiently and adaptively in a dynamic environment.