Learning Manager

Learning Manager

The Learning Team is responsible for delivering high-impact, end-to-end learning experiences that enable agent readiness, performance, and long-term success across the agent lifecycle. As a Learning Manager, you will lead a blended team of Facilitators and Instructional Designers, ensuring assigned programs achieve certification success, performance outcomes, and alignment with strategic initiatives and Certification Success Drivers (CSDs).

The Purpose of Your Role
You will oversee the execution and continuous improvement of learning programs aligned to agent certification and performance outcomes. You are accountable for developing your direct reports, driving consistent learning standards, and ensuring your assigned programs deliver measurable results throughout the agent lifecycle.

The Qualifications We’re Looking For

• Bachelor’s Degree or equivalent years of relevant work experience required

• Master’s Degree preferred

• 3–5 years’ experience leading learning programs, projects, or operational initiatives

• 2–3 years’ experience leading, coaching, or mentoring a team

• Experience supporting instructor-led, virtual, and/or blended learning environments

• Demonstrated ability to develop people and drive performance through coaching

• Strong operational mindset with the ability to balance quality, speed, and outcomes

• Ability to remain composed and solution-oriented in fast-paced or high-change environments

The Competencies You Bring

Conceptual Thinking • Decision Making • People Development • Execution Excellence • Organizational Awareness • Influence and Collaboration

The Value You Deliver

• Accountable for certification success and agent performance outcomes for assigned programs

• Lead and develop Facilitators and Instructional Designers through coaching, feedback, and performance management

• Ensure learning experiences align with established learning methodologies, standards, and strategic priorities

• Partner cross-functionally to support agent readiness, program launches, and continuous improvement efforts

• Represent the Learning Team with clients and potential clients, contributing to program discussions, readiness reviews, and solution alignment

• Partner with Sales, Client Success, and other stakeholders to support client onboarding, program transitions, and expansion opportunities

• Monitor program health using data and insights to identify risks and opportunities

• Drive consistent learning and facilitation standards across programs

• Support the design, delivery, and optimization of learning solutions across the agent lifecycle

• Participate in strategic initiatives and special projects aligned to Learning Team priorities

• Conduct regular performance evaluations and support performance improvement plans as needed

Essential Job Functions

Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation.

• Ability to sit or stand at a desk for extended periods while working on a computer

• Ability to work independently and meet deadlines

• Ability to lead and participate in virtual meetings in a distraction-free environment

• Flexibility to support business needs, including occasional evening or weekend responsibilities

• Adhere to Learning Team organizational guidelines and operating standards