State: FL City: Lakeland Full-Time or Part-Time: Full-time Exempt or Non-Exempt: Exempt Job Title Learning Manager Job Description
Overview of the Process, Learning and Development Manager
The Process, Learning and Development Manager is responsible for partnering with internal and external business partners to assess, analyze, design, develop, implement, evaluate and maintain business processes, organizational learning programs in support of employee development, organizational needs, business initiatives, product goals and client management. He/She will lead all aspects of curriculum design and distribution for associates and leaders. He/She will also build and lead a team of employees focused on business process and customer experience management. This will require partnering with other business units to assess and implement processes and learning & development initiatives to support organizational strategies.
Responsibilities
• Identify, develop, and execute process improvement opportunities utilizing continuous improvement principles and business process management methodologies
• Prioritize and lead process improvement activities for Customer Care, and across the enterprise, in support of employee and customer experience initiatives
• Monitor process improvement projects and facilitate cross functional process improvement project teams ensuring deadlines and objective are met and return on investment is realized
• Consult with senior leadership and provide analysis and advice on a variety of performance and process related topics
• Provide training and guidance to project teams and functional areas to assist with the implementation and maintenance of process improvement activities
• Negotiate with project stakeholders to identify resources, mitigate risks, resolve issues and provide key performance indicators and project status
• Identify, communicate, and correct gaps in process performance and provide guidance to address these gaps
• Evaluate completed process improvement projects to identify and implement best practices and lessons learned
• Partners with leaders to determine skill gaps and knowledge needs across all Customer Care lines of business
• Responsible for establishing new methods of employee learning and training delivery (e.g., online, just-in-time, etc.)
• Engages in the design and development of existing and new learning technologies (e.g., knowledge base, etc.)
• Designs, develops and coordinates the following types of training:
• New Hire/Onboarding (Orientation)
• Functional
• Campaign specific
• Career Path & Progression
• Ad-hoc
• Acts as a liaison for and advocate of continuous improvement (from information gathered by center performance program)
• Partners with internal departments to analyze learning needs and ensure learning programs maximize knowledge transfer and align recognized best practices of instructional theory with business strategies
• Leads targeted analysis and evaluation of training to facilitate the continuous improvement of learning programs
• Designs knowledge management strategies to best leverage internal and external learning media such as technical documentation, videos, computer-based training modules, diagrams, process maps and other media
• Actively manages a team of Trainers and Service Excellence Associates, including their development, performance, and productivity. Ensures that the work of the team is continually aligned to meet or exceed goals
• Ensures and drives best practices standardization across all departments
• Utilizes knowledge of Learning Management Systems (LMS) to ensure that training is tracked and recorded, including progress and skill sets
• Travel as needed
CORE COMPETENCIES:
• Vision/Values -- Supports values and daily actions and decision, communicates vision and values to others, generates enthusiasm, incorporates vision when planning.
• Team Leadership -- Anticipates and resolves conflicts, turns team diversity into an advantage, uses unique team talents, defines processes and goals, works for consensus.
• Budget/Cost control -- Plans for and uses resources efficiently, always looks for ways to reduce costs, creates accurate and realistic budgets, tracks and adjusts budgets, contributes to budget planning.
• Managing conflict -- Listens well, diffuses conflict before it starts; finds causes of and solutions to problems, handles difficult people.
• Hiring -- Defines position requirements and necessary skills, recruits large applicant pool, prepares for and conducts good interviews, values both experience and potential, selects appropriate candidates, builds teams with complementary skills, promotes diversity.
• Communication - Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills.
• Customer focus - Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers.
• Creativity/Innovation - Generates new ideas, challenges the status quo, takes risks, supports change, encourages innovation, solves problems creatively.
• Decision making/ Judgment - Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, communicates decisions.
• Manages Performance - Applies clear/consistent performance standards, handles performance problems decisively and objectively, is direct but tactful; provides guidance and assistance to improve performance.
• Attention to detail -- Develops plans that balance details and the "big picture:; adapts the level of detail required for a given audience and the purpose; completes work with thoroughness; maintains records and information in an organized manner; audits available information for inconsistencies; maintains documentation that supports the completion of work and retention of details/decisions.
• Flexibility - Adapts easily to new, different, or changing situations, requirements, or priorities. Demonstrates an understanding and appreciation of individual differences. Works effectively with varied persons and/or groups.
• Coaches and develops others - Provides people with tools, knowledge, and opportunities to develop themselves. Determines employees' training needs, works with employees to produce continuous development plans, and provides feedback and coaching to help employees develop in current roles and for future roles. Promotes continuous learning
• Manages change - Promotes an atmosphere that sustains ongoing change efforts; leads and supports others during change; anticipates and prepares for change; establishes goals or objectives of change management process.
• Applies Instructional Design knowledge - Applies knowledge of adult learning theories and technology to analyze, design, develop, implement, and evaluate instructional materials used to enhance employee performance.
• Presentation skills - Presents information effectively using a variety of methods, including lectures, trainings, demonstrations, speeches, and audiovisual/multimedia applications. Customizes delivery of presentation based on audience and evaluates whether the information has accomplished its objectives. Communicates information via both written and oral means. May present information in a variety of settings, including group meetings, one-on-one settings, executive meetings, training workshops, large audiences.
• Solicits and gathers information - Uses techniques to uncover new information or details that are not readily available; selects techniques and strategies that are appropriate for the audience; chooses techniques that result in more accurate and thorough information; implements strategies that minimize biases and preconceived ideas.
Requirements
Minimum Requirements:
• Bachelor's degree in Instructional Development, Learning Development, Communication or Process Management or equivalent field
• Experience with multiple learning technologies and environments (e.g., Virtual classroom, Self-paced eLearning, Social Learning and Knowledge Management)
• Experience with leading training within a Call Center environment
• 5+ years of learning & development and process improvement experience
• Previous working knowledge of process mapping and design, statistical applications and project management software
Preferred:
• LEAN/Six Sigma Green Belt certification preferred.
Who We Are
DS Services is a national direct-to-consumer provider of bottled water, office coffee and water filtration services. DS Services offers a comprehensive portfolio of beverage products, equipment and supplies to approximately 1.5 million customers through its network of over 210 sales and distribution facilities and daily operation of over 2,100 routes. With one of the broadest distribution networks in the country, DS Services can provide service to approximately 90 percent of U.S. households and efficiently services homes and national, regional and local offices. DS Services is dedicated to achieving its mission of becoming America's favorite water, coffee and tea service provider where consumers live, work and play. Please visit our website www.water.com for more information about DS Services.
Schedule Full-time Brand DS Services of America Req Number DSC-20-10091 Location NCC - Lakeland-5512 Shift First