Senior Manager - Learning, Delivery (Hybrid)

Senior Manager - Learning, Delivery (Hybrid)

The Senior Manager of Learning, Delivery is responsible for leading a Learning Delivery team which includes developing Delivery strategies that support both long and short term business priorities. This leader of leaders will inspire, empower and support a team of Learning professionals responsible for enabling the performance of our Card Customer Channels associates through the delivery of learning solutions via virtual and in person class facilitation. This team is responsible for coaching and development support across a global network of both internal and supplier associates and leaders in the learning environment. This leader is also responsible for strategically planning, overseeing and improving all aspects of the training delivery process, and building and managing stakeholder relationships.

We're a team of Learning professionals who work with operations, product, tech and design teams to deliver learning experiences that enable brand defining service for millions of customers. We are passionate about crafting the performance-enabling, human-centered learning experiences our global network of talented agents and leaders use every day to confidently serve our customers. We take pride in delivering solutions that are in alignment with our experience, intent and well-managed standards, and contribute to solving key business needs. Our solutions empower agents to handle anything that is thrown at them.

It's an exciting time to join our team. We're on a learning transformation journey one that involves redefining how we deliver value for our stakeholders, by crafting learning strategies and solutions that leverage emerging AI technologies and drive high business value to materially transform agent and customer experiences. We need folks like you who find this exciting and want to jump in head first to deliver significant results and first-class learning experiences. If you are a leader with deep learning experience and a passion for leading and developing a team of passionate designers, this role is for you. We're looking for a Senior Manager to lead and support our evolving team on this journey and to lead and drive our Learning Delivery strategy.

Lead a diverse team of learning professionals providing ongoing support and guidance to enable a high functioning and empowered team. As a people leader, and leader of leaders, demonstrate a passion for guiding and supporting others to bring out the best in every team member.

Administer all facets of Learning Delivery including learning strategy, as well as the platforms and processes to deliver learning as well as govern and measure solutions. Analyze organizational needs, content performance and process effectiveness to drive continuous improvement. Identify and manage and mitigate risk, ensuring a well-managed Instructional Delivery operation.

Provide strategic leadership and creative vision, developing and influencing our Learning strategy, ensuring we continue to deliver the highest value work for the Channels organization. Connect with our stakeholder partners to understand and align strategic priorities. Stay up-to-date with industry trends, competitor activities, and customer needs to inform strategy and drive continuous improvement.

Cultivate and maintain strong and collaborative relationships with the leaders of our stakeholder organizations to promote and advocate for the value our team delivers and to deeply understand the strategic needs and priorities of our partner teams. As part of the Customer Channels Performance Solutions (CCPS) senior leadership team, you will partner with other leaders to develop and support organizational strategy, enable cross-functional excellence and support the broader organization.

You are a thoughtful and inspirational leader that leads with head and heart while creating an environment that enables excellence. You are an empathetic leader that listens to your teams needs and ambitions and strives to help them succeed. You are a discerning leader able to identify and remove barriers to achieving organizational goals.

You are an effective communicator and storyteller. You can craft data-supported stories about complex issues and tailor your message to suit a diverse set of audiences including senior leaders. You seek out meaningful connection points, build an understanding of relationship dynamics and ensure the right stakeholders are involved to shape and drive measurable outcomes.

To support an ever-evolving organization, you are a thoughtful and effective change champion, providing leadership and direction through times of change and challenge. You are a future-focused thinker, looking horizontally and holistically across the organization to understand and care for broader priorities.

You have a deep understanding of learning and coaching principles and frameworks and what it takes to deliver high quality, transformational learning experiences in an efficient and well managed way at scale. You have expertise in learning management systems and tools, delivery processes, learning analytics and measurement strategy.

Travel as needed to other company locations for team strategy sessions in Richmond, VA or McLean, VA (roughly once per quarter for ~3 days each time). Travel requirements will be determined by business need. This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Basic Qualifications: High School Diploma, GED, or equivalent certification. At least 5 years of people leadership experience. At least 3 years of experience in training delivery or training design.

Preferred Qualifications: At least 5 years of experience leading a learning & development organization. At least 5 years of experience in training delivery or training design. At least 2 years of experience leading teams in a remote environment.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.