Director, Learning and Development

Job Summary
As the Director of Learning & Development, you will have a unique opportunity to establish and drive our learning and development strategy from inception to execution. You will collaborate closely with senior leadership to understand our business objectives and organizational needs and translate them into impactful learning initiatives. This role requires a creative and strategic thinker who can design and implement scalable programs that foster a culture of continuous learning and development across the company.

The Director of Learning & Development will plan and execute key learning delivery and leadership development activities. Oversee the training department to ensure facilitation of on-site and virtual new hire, promotion, and upskill training for operations supervisors and customer service representatives. Function as subject matter expert on brand and leadership development tools, resources, and technology, educating all leaders on their resources and assisting in their development as requested/appropriate.

Responsibilities

• Ability to develop and design, deliver, and evaluate engaging and impactful training programs for both in-person and online delivery for call center customer service, retail, and corporate employees.
• Adapt methods for people with different experiences, backgrounds, and learning styles.
• Assess needs, analyze data, and identify learning and development opportunities for people managers.
• Provide recommendations and solutions to build skills for people managers.
• Create, manage, monitor, and report on budgets for leadership development training programs.
• Implement a quality control and continual improvement process to maintain training content and delivery mechanisms that represent Consumer Cellular's quality standards.
• Provide strategic direction and solutions that help to support Consumer Cellular's long‐term performance management strategy.
• Responsible for enterprise Customer Service Training Department including staff development.
• Develop and administer Customer Service new employee training and onboarding program.
• Track data and report on performance improvement of KPI's for training programs to stakeholders.
• Partner with Site Management, WFM, HR, Recruiting, IT, Finance, and any other internal and external stakeholders to develop enterprise training solutions.

Tools and Technologies L&D Directors rely on a range of tools and technologies to enhance their training and development efforts, experience in the following categories is preferred:

• Learning Management Systems (LMS): Platforms such as Moodle, TalentLMS, or Docebo for delivering, tracking, and managing training programs.
• E-learning Authoring Tools: Software like Articulate 360, Adobe Captivate, or Lectora for creating interactive and engaging online courses.
• Performance Management Systems: Tools like Betterworks or 15Five to link learning outcomes with performance metrics.
• HR Information Systems (HRIS): Systems such as ADP or BambooHR to manage employee data and track development progress.
• Analytics and Reporting Tools: Data visualization tools like Tableau or Power BI for evaluating the effectiveness of training programs and making data-driven decisions.
• Collaboration Tools: Platforms like Slack, Microsoft Teams, or Zoom, which facilitate collaborative learning and communication.
• Gamification Software: Tools like Kahoot! or Quizlet to make learning more engaging through gamified elements.