Manager

• Define and own the learning strategy for customer service onboarding and continuous development
• Manage and develop a team of L&D Specialists, setting priorities, coaching growth, and ensuring consistent program quality
• Partner with senior CX leadership to align programs with business priorities and evolving needs
• Oversee the design, delivery, and refresh of onboarding programs and continuous learning initiatives for customer service agents
• Ensure content is accurate, engaging, and scalable across multiple cohorts and sites
• Facilitate high-impact sessions and support your team in building both live and digital learning solutions
• Track program effectiveness through key metrics like time-to-productivity, retention, and satisfaction
• Report insights and recommendations to executive stakeholders
• Continuously improve learning experiences by incorporating feedback, data, and industry best practices

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