Learning Experience Manager

TaskUs•San Antonio, TX

2d•$63,000 - $75,000•Hybrid

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

High School Diploma or GED required.
Five years of previous training experience.
Two years of previous management experience, preferably in the training or learning development space.
Two years of previous BPO experience, preferably.
Two years of previous technical support experience and/or emergency coordination, emergency response, or crisis management experience.
Strong written and verbal communication skills.
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 required.
Strong, confident, and effective verbal and written communication skills are required.
Strong interpersonal, conflict management, and mentoring skills.
Ability to work on a flexible schedule including weekends, holidays, evenings, and long hours.
High energy, enthusiastic, motivational training style.
Strong organizational, planning, project management, problem resolution, communication, presentation, facilitation, and influencing skills are required.

Nice To Haves

Four-year college degree (preferred) in a related field like industrial or applied sciences.

Responsibilities

Maintain a training schedule for assigned sites and/or GEOs daily.
Update spreadsheets for rosters for assigned sites and/or GEOs daily.
Create seats for new learning experience staff, including updated job descriptions, duties, and pay ranges.
Interview new learning experience staff, including questions regarding skillset and culture.
Onboard learning experience staff with an overview of TaskUs culture and job expectations.
Set job expectations with learning experience staff, including 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 with education and certifications, ensuring trainers complete required certifications.
Observe learning experience staff during training classes for performance excellence.
Provide effective coaching and feedback for the development of learning experience staff.
Provide KPIs and standards for each quarter for learning experience staff, including quarterly 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.
Develop training courses to further educate current employees.
Maintain strong communication with Recruiting and Operations to co-create a strong cycle from pipeline to production and implement closed-loop feedback cycles on trainees’ performance.
Ensure the accountability of delegated responsibilities in the safety and health management system.
Define and allocate financial, technical, and personnel resources for the design, implementation, review, evaluation, and improvement of prevention and control measures for occupational health and safety.
Ensure the training of workers in aspects of occupational health and safety within the working day.
Continuously improve training programs and other learning opportunities across the organization.
Other duties as required.