Manager, Learning and Development

The Opportunity

We are seeking a dynamic and experienced Learning and Development (L&D) Manager to join our team and drive critical transformation initiatives for our Insurance Professionals in the Contact Center. This pivotal role will be responsible for implementing and overseeing comprehensive learning strategies and programs that enhance employee skills, foster professional growth, and directly support our organizational objectives.

The candidate selected for this position also manages a team in the assessment of learning needs, development, and implementation of learning solutions. Consults with clients to develop action plans to close human performance gaps and drives execution leading to positive impact on business results. Identifies development needs, definition of learning requirements, and creation of learning paths. Governs portfolio of learning solutions community in support of USAA strategies and operational plan.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

What you'll do

• Ensures the most effective instructional delivery and measurement techniques are utilized and the performance objectives are met.
• Ensures effective facilitation of learning discussions, learning activities, coaching and small group interactions.
• Manages and instructs employees in multiple learning environments.
• Diagnostics learner performance problems, determines underlying causes and provides recommendations to improve performance.
• Evaluates, manages, and coaches teams by providing feedback that leads to sound business results.
• Plans, organizes, monitors and controls Learning projects using appropriate tools and techniques, ensuring efficient and effective utilization of resources.
• Accomplishes the objectives of the Learning project according to specification, on time and within budget.
• Ensures the collection of data on learning program effectiveness.
• Collaborates with Instructional Design on the analysis and evaluation of learning solutions.
• Identifies opportunities and facilitates detailed continuous improvement plans of process and program improvements.
• Buils and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have

• Bachelor's degree OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 6 years of progressive operational experience to include training design, development, facilitation and/or deployment.
• 2 years of direct team lead, supervisory or management experience.
• Advanced knowledge and experience with Microsoft Office Products (Excel, Word, PowerPoint).
• Demonstrated ability to clearly communicate complex ideas and concepts to others.
• Experience designing or collaborating custom learning/training programs and/or solutions.
• Command of basic curriculum design and adult learning principles.
• Experience and/or knowledge of needs assessment and curriculum design for diverse audiences and on a broad range of topics.
• Experience and knowledge of implementing aspects of evaluation models for determining training effectiveness (i.e., Kirkpatrick Model).

What sets you apart

• 5+ years L&D experience in contact center or Property and Casualty insurance
• Experience leveraging AI-enabled learning solutions (generative AI for content, simulations, personalization).
• Ability to analyze learning KPIs and translate insights into curriculum changes.

Compensation

Compensation range: The salary range for this position is: $93,770 - $179,240.

Benefits

At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

Equal Opportunity Employer

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.