Learning Experience Manager

TaskUs•Chandler, AZ

1d•Onsite

About The Position

TaskUs is seeking a Learning Experience Manager to create and maintain a positive and professional learning environment within the organization. This role involves designing and expanding training and development programs aligned with product-specific training methodologies. The manager will coordinate, organize, and implement all training programs, ensuring the success of new hire training and onboarding for both TaskUs and its clients. This position involves managing a team of up to 8 Learning Experience Leaders and collaborating with site managers to ensure program quality and deliver world-class training.

Requirements

5+ years of previous training experience.
2+ years of previous management experience, preferably in the training or learning development space.
2+ years of previous BPO experience, preferably.
2+ years of previous technical support experience and/or emergency coordination, emergency response, or crisis management experience.
Strong coaching and mentoring 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.
Dynamic Leadership & Communication: Delivers high-energy, motivational training and presentations, utilizing expert interpersonal and conflict-management skills to mentor teams and influence stakeholders across all levels.
Strategic Project Coordination: Combines rigorous organizational and project management skills with the operational flexibility required to resolve complex problems and meet demanding schedules, including evenings, weekends, and holidays.

Responsibilities

Maintain a daily training schedule for assigned sites and/or GEOs to ensure transparency.
Update daily spreadsheets for rosters for assigned sites and/or GEOs.
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 with an overview of TaskUs culture and job expectations.
Set job expectations with learning experience staff, covering 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 trainers complete required certifications.
Observe learning experience staff during training classes to maintain performance excellence through regular observations and evaluations.
Provide effective coaching and feedback for the development of learning experience staff.
Provide KPIs and standards for learning experience staff, including performance evaluations and goal setting.
Provide tools/resources to assist in excellent training material creation.
Document information on each learning experience staff member, maintaining electronic records.
Receive and analyze training evaluation forms for each class to identify trends and improve the training department, reduce speed to proficiency targets, and provide feedback to clients.
Create and maintain training methodologies for the learning experience department, finding innovative ways to enhance the training experience.
Maintain strong communication with Recruiting and Operations to co-create a strong cycle from pipeline to production and establish closed-loop feedback cycles on trainees’ performance.
Ensure the accountability of delegated responsibilities within the safety and health management system.
Ensure the training of workers in occupational health and safety aspects.
Continuously improve training programs and other learning opportunities across the organization.
Other duties as required.