Operations New Hire Transformation Lead, Director
Job Summary
We are seeking a dynamic, forward-thinking learning leader to transform & modernize our onboarding and learning programs for our operations call centers supporting Sales Service and Commercial.
Key Responsibilities
People Leadership & Capability Building: Lead, coach, and develop a team of instructional design professionals. Establish clear performance expectations, development plans, and career growth opportunities for team members. Drive a high-performance culture focused on accountability, innovation, and continuous improvement. Align team capacity to business priorities, ensuring effective allocation of resources across transformation initiatives while balancing ongoing book of work for Operations. Serve as a positive disruptor, challenging the status quo to drive continuous improvement, innovation, and measurable business outcomes.
Collaboration and Stakeholder Engagement: Serve as a primary learning partner to Operations leaders across Sales, Service, and Commercial, translating business strategies, performance gaps, and operational priorities into targeted learning solutions. Build strong, trust-based relationships with senior operations stakeholders to influence decisions, align priorities, and ensure adoption of transformed learning models. Work closely with HR, learning and development, and other supporting department leaders and subject matter experts to ensure alignment between learning programs and organizational goals.
Learning Transformation Strategic Transformation Leadership: Develop and execute a strategic vision for transitioning from traditional learning approaches to a modern, learner-centric learning model that enhances engagement and retention. Redesign and modernize new hire learning programs using innovative learning techniques such as e-learning, blended learning, software simulations, microlearning & gamification. Incorporate modern learning technologies like digital development applications, virtual platforms, and AI-driven tools to create engaging, interactive, and personalized learning experiences. Develop learner-centered approaches that promote engagement, self-paced learning, and real-world application.
User Experience (UX) Design: Collaborate with designers to ensure the learning experience is intuitive, engaging, and effective. Manage the cultural shift associated with the transformation, ensuring buy-in from all levels of the organization to facilitate smooth transitions to new learning practices.
Running Learning Like a Business: Utilize analytics and feedback mechanisms to continuously measure and improve learning effectiveness, adjust programs, and demonstrate impact on new hire speed to competency & seamless integration into the company culture. Create scalable learning solutions that are adaptable across various teams, locations, roles within the organization. Achieve measurable business outcomes by aligning training and development strategies to key operational metrics, driving improvements in performance, efficiency, and customer experience. Promote continuous learning by providing new hires with access to ongoing learning and development resources, mentorship programs, and opportunities beyond the new hire. Stay current on industry trends by continuously applying new concepts to improving the new hire learning experience.
Qualifications
Bachelor's degree in instructional/graphic design, instructional technology, digital media design, user experience/user interface, learning and development or related fields.
Proven experience transforming and modernizing new hire learning programs in large-scale call center settings.
Strong knowledge of modern learning techniques including digital learning tools, instructional design, and learner experience design.
Proficiency using e-learning development software and virtual collaboration tools, excellent project management skills with the ability to lead multiple initiatives simultaneously, and the ability to motivate teams to meet deadlines.
Strong analytical skills with experience using data to measure and enhance program effectiveness.
Outstanding communication and collaboration skills with the ability to work cross-functionally and influence stakeholders at all levels.
Creative and forward-thinking mindset with a passion for innovation, positive disruption, and learning and development.
Extensive software experience with expert proficiency in four or more tools: Articulate Storyline, HTML5, JavaScript, Adobe Creative Suite, Video/Audio production, Gamification Platforms.
PREFERRED EXPERIENCE:
Researching, evaluating, and prototyping emerging technologies/approaches for potential application in learning.
Experience implementing AI-driven learning solutions, VR/AR learning methods, or other emerging technologies.
Experience designing for Millennial and Gen Z audiences with innovative solutions.
Annual Salary
$113,775.00 - $212,175.00
The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.