Learning Experience Manager

About TaskUs

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect, and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. We have a presence in twenty-three locations across twelve countries, including the Philippines, India, and the United States. Our mission started with one ridiculously good idea: to create a different breed of Business Processing Outsourcing (BPO). We understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. We actively encourage internal mobility and professional growth at all stages of an employee's career.

About the Role

As a Learning Experience Manager, you will create and maintain a positive and professional learning environment in the organization. You will design and expand training and development programs aligned with product-specific training methodologies and initiatives. This role involves coordinating, organizing, and implementing all training programs to ensure the success of new hire training and onboarding for both TaskUs and our clients.

You will work closely with Learning Experience Leaders, managing a team of up to 8 direct reports, and collaborate with other site managers daily to ensure the quality of all programs and deliver world-class training for teammates and future leaders.

Responsibilities

• Maintain a training schedule for assigned sites and/or GEOs, ensuring daily updates for transparency with other departments.
• Update spreadsheets for rosters for assigned sites and/or GEOs daily as employees are added or removed.
• Create seats for new learning experience staff, including updated job descriptions, duties, and pay ranges.
• Interview new learning experience staff, focusing on skillset and cultural fit.
• Onboard learning experience staff with a complete overview of TaskUs culture and job expectations.
• Set job expectations with learning experience staff, including all policies and procedures for training staff.
• Grade learning experience staff on training skill sets, assessing and measuring KPIs.
• Develop learning experience staff and leadership through education and certifications, ensuring continued education and required certifications are completed.
• Observe learning experience staff during training classes to maintain excellence in performance through regular observations and evaluations.
• Provide effective coaching and feedback for the development of learning experience staff.
• Provide KPIs and standards for each quarter for learning experience staff, including quarterly performance evaluations and goal setting.
• Provide tools and resources to assist in excellent training material creation, ensuring access to all necessary resources.
• Maintain electronic records for each learning experience staff member.
• Receive and analyze training evaluation forms for each class to identify trends and patterns, improve the training department, reduce speed to proficiency targets, and provide high-quality feedback to clients to drive continuous improvement.
• Create and maintain training methodologies for the learning experience department, finding innovative ways to enhance the training experience.
• Develop training courses to further educate current employees for their growth and development.
• Maintain strong communication with Recruiting and Operations to co-create a strong cycle from pipeline to production, including closed-loop feedback cycles on trainees' performance to improve candidate profiles.
• Ensure accountability for positions to which responsibilities have been delegated within the safety and health management system.
• Define and allocate financial and technical resources and personnel necessary for the design, implementation, review, evaluation, and improvement of prevention and control measures for occupational health and safety.
• Ensure the training of workers in occupational health and safety aspects within the working day.
• Continuously improve training programs and other learning opportunities across the organization.
• Perform other duties as required.

Requirements

• High School Diploma or GED required; a four-year college degree in a related field (e.g., industrial or applied sciences) is preferred.
• Five years of previous training experience.
• Two years of previous management experience, preferably in training or learning development.
• Two years of previous BPO experience, preferably.
• Two years of previous technical support experience and/or emergency coordination, emergency response, or crisis management experience.
• Strong written and verbal communication skills.
• Strong coaching and mentoring skills.
• Willingness to travel up to 25% of the time.
• Strong will to learn and adapt to quick change.
• Proficient in Microsoft Office and Google Suite applications.
• Strong, confident, and effective verbal and written communication skills.
• Strong interpersonal, conflict management, and mentoring skills.
• Ability to work on a flexible schedule, including weekends, holidays, evenings, and long hours.
• High energy, enthusiastic, motivational training style.
• Strong organizational, planning, project management, problem resolution, communication, presentation, facilitation, and influencing skills.

Pay

The base salary range for this position is $97,000.00 - $145,000.00 per year across our US locations. The actual salary will be determined based on various factors, including the candidate's qualifications, experience, skills, and specific geographic location.

Benefits

• Comprehensive medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off, including vacation, sick leave, and holidays.