Learning Experience Manager

TaskUs•Chandler, AZ

1d•Onsite

About The Position

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world. What does a Learning Experience Manager really do? Think of yourself as someone who will create and maintain a positive and professional learning environment in the organization. Imagine yourself going to work with one thing on your mind: you will design and expand training and development programs. These programs should be aligned with product-specific training methodologies and initiatives. The Learning Experience Manager will also be responsible for coordinating, organizing, and implementing all of our training programs and ensuring the success of our and our client’s new hire training and onboarding programs. They will work closely with our Learning Experience Leaders, managing a team of up to 8 Learning Experience Leaders as their direct reports, and other site managers daily to ensure the quality of all programs and to execute and deliver world-class training for all of our teammates and future leaders.

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 required.
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 training Schedule for respective assigned sites and/or GEOs: this is to be worked on daily to ensure transparency with other departments.
Update all spreadsheets for rosters for assigned sites and/or GEOs: this is to be worked on daily, as employees are added or deleted.
Create seats for new learning experience staff: this includes updated job descriptions, duties, and pay ranges.
Interview for new learning experience staff: this should include interview questions regarding skillset and culture.
Onboard learning experience staff: complete overview of TaskUs culture and job expectations.
Set job expectations with learning experience staff: this includes all policies and procedures for training staff.
Grade learning experience staff on training skill sets: this is where the KPIs are assessed and measured.
Develop learning experience staff and Leadership with education and certifications: in the area of continued education, trainers are expected to complete required certifications.
Observe learning experience staff during training classes: to maintain excellence in their performance, observations and evaluations will be conducted on a regular basis.
Provide effective coaching and feedback for the development of learning experience staff.
Provide KPIs and standards for learning experience staff: this will include performance evaluations and goal setting.
Provide tools/resources to assist in excellent training material creation: give access to all resources to maintain job function.
Document information on each learning experience staff member: maintain electronic records for each learning experience leader.
Receive and analyze training evaluation forms for each class: identify trends and patterns to help improve the training department, reduce speed to proficiency targets and give high-quality feedback to clients to drive continuous improvement.
Create and maintain training methodologies for the learning experience department: find innovative ways to enhance the training experience.
Maintain strong communication with Recruiting and Operations: co-create a strong cycle from pipeline to production, closed-loop feedback cycles on trainees’ performance to improve candidate profile.
Ensure the accountability of the positions to which responsibilities have been delegated in the safety and health management system.
Ensure the training of workers in the 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.