Are you passionate about the customer experience? Do you like to create solutions that drive measureable results? Seller Support is an organization on track to grow exponentially exceeding previous year growth, come join our team and make a difference for Sellers!
The Seller Support Senior Manager Knowledge and Learning will be responsible for overseeing all learning delivery, instructional development and knowledge assets for global operations. From technical training to professional development activities, this position will be responsible for incorporating key principles of adult education to effectively design and implement consistent training programs and materials aligning with the organizational vision and core values. Additionally, this position will develop, direct and implement global learning and development initiatives as the organization continues to grow in the domestic and international markets
S/he will develop an active partnership with leaders across the worldwide organization to share resources and drive consistency where appropriate. She/he will consult with Site Leaders to determine their specific training needs and provide resources to meet the needs of the business through internal development. S/he will work closely with all levels of the organization to define the immediate and long term strategies that support both the domestic and global business objectives.
Create a learning and development strategy, vision and action plan to implement dynamic learning systems contributing to the success of the organization. Design and implement effective training initiatives and processes to close department and remote workforce gaps Manage and direct Information Architecture design improvements to impact Associate work flow efficiencies Manage Global Seller Support training and instructional design managers
- Drive programs to influence our new Associate key performance indicators (KPI) during week 1 and 2 in production
- Partner with Human Resources and Operations to target and implement program improvements for new Associate on-boarding
- Build and direct strategic vision to improve blended learning programs, which include eLearning, gaming, simulated learning labs and training production environment
Basic Job Duties
Plan, direct, and coordinate learning objectives and instructional strategies; including developing the best methodologies for training delivery Manage the operation of the organization’s learning management systems to create a corporate on-line university for all blended learning curriculum, testing and development, and capture data on an individual basis to identify specific strengths and needs for individuals Develop the infrastructure for all training and development programs by establishing standardized methods and procedures for delivery, evaluation, measurement and reporting. Provide oversight on the mandated compliance training programs to ensure that the programs are developed in coordination with established standards and are properly tracked within employee profiles. Work with department heads to identify specific training needs within each organization and facility Evaluate and monitor the development and effectiveness of these programs. Develop standardized adult learning principles and programs for targeted audiences. Select and monitor internal trainers and vendors to deliver consistent training programs and services. Provide guidance regarding training and development practices, policies, and procedures to operations leadership
Must have influencing skills and the ability to lead a functional organization without direct authority Must have project leadership skills Ability to assess and track training effectiveness through the use of metrics Ability to travel up to 50% Must have education equivalent to a BS in one of the following areas: Human Resource Development, Instructional design and/or learning-organizational development Experience with managing managers and with managing in a matrixed organization Demonstrated experience directing learning curriculum for a business of 1500+ full time employees
MS in Education or Human Resource management CPLP Certification
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