Manager, Operational Learning & Design

NATURE AND SCOPE

This role reports to the Director, Technology Customer Service. Necessary Contacts: The incumbent will partner closely with all levels of leadership within the core operational areas of the Benefit Operations Division as well as build effective relationships with various external contacts and internal departments and staff throughout the BCBSLA organization.

Qualifications

• Education: Bachelor's in Training & Development, Instructional Design or related field is required. Master's is preferred.
• Work Experience: Four years of related experience can be used in lieu of a Bachelor’s degree. Five years of progressive responsibility in a corporate setting in a learning role working with senior leaders, managers, and content experts to provide specific input for course material creation or re-design while ensuring curriculum and learning content is relevant and represents industry leading practice is required. Two years of leadership experience is required.

Skills And Abilities

• Must possess the ability to build credibility and influence others; capable of building positive relationships and forming strategic partnerships with a variety of individuals at all levels of the organization.
• Ability to effectively manage the analysis, creation, delivery, and measurement of high-quality, high-impact operational learning solutions.
• Highly developed analytical, diagnostic, problem-solving, strategic thinking, influencing, and negotiating skills, as well as the ability to identify the root causes of a problem.
• Comprehensive knowledge of instructional design methodology, learning experience design, adult learning theory (synchronous and asynchronous), and organizational behavior.
• Exceptional written and oral communication skills, including instructional, facilitation, and presentation skills.
• Strong project management skills with the ability to document and communicate project plans, monitor work in progress, and achieve project milestones and end results.
• Holds self and others accountable to meet commitments.
• Able to prioritize multiple responsibilities, make decisions, find solutions and work independently in order to meet aggressive deadlines, and adapt to a fast-paced, changing environment.
• Demonstrated ability to interpret and communicate information with tact, diplomacy and professionalism.
• Must be able to coach and develop staff.
• Able to collaboratively work in a team environment.
• Working knowledge of relevant software (e.g. MS Word, Excel, Outlook, etc.) and related software as well as other corporate programs and applications and the ability to learn new systems.
• Experience with Learning Management System preferred.

Accountabilities And Essential Functions

• Responsible for the design, development, execution and assessment of operational curriculum for instructor-led training (ILT), virtual-led training (VLT), eLearning courses and/or blended operational learning programs.
• Evaluate the effectiveness, consistency and alignment of operational training programs in order to identify issues that influence quality or productivity and actively participate in resolution.
• Create a high-performance learning and development team with impactful outcomes through hiring the right talent, developing talent, coaching staff regarding performance, building trust and career development, as well performing all other leadership activities.
• Understand core operational processes specific to training and performance needs.
• Participate and provide input into Benefit Operations Division decisions, strategy sessions, process improvement, and implementation of initiatives as it relates to areas of responsibility.
• Ensure current and anticipated training needs are fulfilled through utilization of the most effective training design and delivery methods.
• Partner with Divisional Quality team to evaluate and analyze error trends that may indicate additional training needs or revisions and drive resolution.
• Develop and analyze monthly, quarterly and annual reports regarding training statistics for learning and development performance of learners and staff to ensure effective training outcomes.
• Research, recommend, negotiate and manage contracts with third-party business partners that support the development of training content and delivery.
• Ensure accurate and current knowledge management practices with a specific process for periodic reviews of all supporting materials to ensure documentation is accurate and up to date for all online help files, documentation and training modules.