Learning Experience Manager

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 sectors such as social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. With a People First culture, TaskUs has expanded its workforce to approximately 60,000 employees globally across twenty-three locations in twelve countries.

About the role

As a Learning Experience Manager, you will create and maintain a positive and professional learning environment within 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 training programs to ensure the success of new hire training and onboarding for both TaskUs and its clients. You will manage a team of up to 8 Learning Experience Leaders and collaborate with site managers to deliver world-class training.

Responsibilities

• Maintain a training schedule for assigned sites/GEOs to ensure transparency with other departments.
• Update spreadsheets for rosters, adding or removing employees as needed.
• Create seats for new learning experience staff, including updated job descriptions, duties, and pay ranges.
• Interview new learning experience staff, assessing skillset and cultural fit.
• Onboard learning experience staff, providing an overview of TaskUs culture and job expectations.
• Set job expectations, including policies and procedures for training staff.
• Grade learning experience staff on training skill sets and measure KPIs.
• Develop learning experience staff and leadership through education and certifications.
• Observe learning experience staff during training classes and conduct regular evaluations.
• Provide effective coaching and feedback for staff development.
• Set KPIs and standards for each quarter, including performance evaluations and goal setting.
• Provide tools and resources to assist in creating excellent training materials.
• Maintain electronic records for each learning experience staff member.
• Analyze training evaluation forms to identify trends, improve training, reduce speed to proficiency, and provide feedback to clients.
• Create and maintain training methodologies for the learning experience department, enhancing 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 pipeline-to-production cycle and improve candidate profiles.
• Ensure accountability for safety and health management system responsibilities.
• Allocate financial, technical, and personnel resources for occupational health and safety measures.
• Train workers on occupational health and safety aspects within the working day.
• Continuously improve training programs and learning opportunities across the organization.
• Perform other duties as required.

Requirements

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

Benefits

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

Pay

The base salary range for this position is $97,000.00 - $145,000.00 per year. The actual salary will be determined based on factors such as the candidate’s qualifications, experience, skills, and specific geographic location.