Job Description

Key Responsibilities

Learning Delivery Leadership

• Lead site or line-of-business training operations, including new hire, upskilling, cross-skilling, and leadership development programs.
• Ensure effective execution of all training programs while maintaining consistency, compliance, and learner engagement.
• Monitor training outcomes and implement corrective actions when performance expectations are not met.
• Drive continuous improvement across learning delivery processes and methodologies.

Team Leadership & People Development

• Lead, coach, and develop Training Supervisors, Trainers, Coaches, and support staff.
• Establish clear performance expectations and accountability measures.
• Conduct regular coaching, performance reviews, and talent development planning.
• Create succession plans and strengthen trainer bench strength.

Business Partnership & Stakeholder Management

• Partner closely with Operations, Quality, Workforce Management, Recruiting, and Client Services leadership.
• Influence training strategies through data-driven recommendations.
• Serve as the primary training contact for assigned business units and client stakeholders.
• Support business transitions, new launches, and growth initiatives.

Training Effectiveness & Analytics

• Analyze training performance metrics including:
  • Graduation rates
  • Certification outcomes
  • Nesting performance
  • Speed-to-proficiency
  • Employee performance results
  • Client success metrics
• Identify trends, root causes, and opportunities for improvement.
• Present findings and recommendations to senior leadership.

Curriculum & Content Governance

• Partner with Learning Design and SMEs to develop and maintain curriculum.
• Ensure training materials remain accurate, relevant, and aligned to operational needs.
• Oversee implementation of learning technologies and blended learning solutions.

Operational Excellence

• Support workforce planning, training capacity forecasting, and resource allocation.
• Manage training budgets, staffing models, and utilization.
• Ensure compliance with company, client, and regulatory requirements.
• Lead calibration sessions and standardization efforts across training teams.