Experienced Full Stack Learning and Development Program Manager - Customer Service Operations at Blithequark

Join the Future of Entertainment with Blithequark

Blithequark is revolutionizing the way the world experiences entertainment, and we're looking for talented individuals to join our team. As a leader in the industry, we're committed to providing exceptional customer service and creating a work environment that's engaging, challenging, and rewarding. Our Customer Service Operations team is at the heart of this mission, and we're seeking a skilled Learning and Development Program Manager to help us drive excellence in training and development.

About the Role

We're looking for an experienced Learning and Development Program Manager to join our Customer Service Operations team in Latham. As a key member of our Learning and Development (L&D) team, you'll be responsible for designing, developing, and delivering training programs that enhance the skills and knowledge of our customer service agents. You'll work closely with our outsourced call center partners, internal stakeholders, and regional CS L&D team to ensure alignment and effective training solutions.

Key Responsibilities

• Program Management: Outline, document, and maintain the scope of all local L&D projects. Create, track, and maintain project plans. Develop a trusting partnership with outsourced call center partners and be a valuable point of contact for trainers.
• Learning Content Development / Instructional Design: Perform gap analysis for performance and training opportunities. Prioritize gaps, document and present strategies, findings, and recommendations. Collaborate with subject matter experts (SMEs) and stakeholders to develop regular and accurate training curriculum.
• Facilitation: Deliver learning material in face-to-face and virtual environments. Run train-the-trainer programs for call center trainers. Educate and develop call center leaders to co-facilitate the delivery of learning material.
• Dealer Management and Relationship Building: Partner with training and operational teams of outsourced call center providers. Contribute to the overall performance of the CS business. Guide teams to achieve success with the right guidance, support, and projects.
• Stakeholder Management: Build and foster strong partnerships with regional CS colleagues. Be an effective voice of the local L&D team. Collaborate with business leaders to transform operational opportunities into L&D opportunities.

What We Offer

At Blithequark, we're committed to providing a work environment that's engaging, challenging, and rewarding. Here are some of the benefits and perks we offer:

• Competitive Salary: $25 to $35 per hour, depending on experience and location.
• Full-Time Employment: 8 hours per day, 5 days a week.
• Opportunities for Growth: Professional development and growth opportunities within the company.
• Collaborative Culture: A dynamic and supportive work environment that encourages collaboration and innovation.
• Flexible Work Arrangements: Remote work options available for qualified candidates.

Requirements and Qualifications

To be successful in this role, you'll need:

Essential Qualifications:

• Experience: 3+ years of experience designing soft skills and equipment training solutions, including onboarding programs for call center agents, senior agents, emerging leaders, and senior leaders.
• Education: Bachelor's degree in Instructional Design or a related field. Master's degree a plus.
• Language Skills: Fluent in Portuguese and English. Spanish is a plus.
• Facilitation Experience: Strong facilitation experience in various teacher-led programs for diverse audiences.
• Project Management: Experience with project management, ability to collaborate with teams and stakeholders, communicate effectively, and attention to detail.

Preferred Qualifications:

• Experience with LMSs and Virtual Learning Strategies: Experience creating learning content, working with LMSs, and virtual learning strategies and tools.
• Cross-Cultural Experience: Experience working in a cross-cultural global environment.
• Content/Knowledge Management: Experience with content/knowledge management.
• Training Curriculum Design: Experience designing training curriculum for service, retail, or call center managers/leaders.
• Innovative Facilitation Tools: Experience with innovative facilitation tools.

How to Apply

If you're a motivated and experienced Learning and Development professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the perfect fit for this role.

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Conclusion

At Blithequark, we're passionate about creating a work environment that's engaging, challenging, and rewarding. We believe in the importance of continuous learning and development, and we're committed to providing our employees with the tools and resources they need to succeed. If you're looking for a new challenge and want to join a dynamic and supportive team, we encourage you to apply for this exciting opportunity.