Learning Operations Associate Manager

Accenture•Milwaukee, NY

About The Position

Accenture LearnVantage is seeking a customer-focused learning operations professional to support the planning and delivery of instructor-led, virtual instructor-led, hybrid, and large-scale learning programs. The role provides operational and technical support for training events, coordinates with program and delivery teams, technology teams, vendors, instructors, clients, and learners, and works to ensure high-quality learner experiences across regions and delivery modalities. The associate manager monitors delivery performance, learner experience metrics, support trends, and operational KPIs; resolves complex operational and learner-support issues; and leads continuous improvement initiatives. The role also develops operational documentation and reporting, supports capacity planning and operational strategy, and mentors Learning Operations Analysts and other team members. Travel may be required, with the amount varying according to business and client requirements.

Requirements

At least 5 years of experience in learning operations, training delivery, or learning administration.
At least 3 years of experience managing complex training programs or large-scale learning delivery operations.

Nice To Haves

Experience serving as an escalation point and resolving complex learner, instructor, or delivery-related issues.
Experience with Learning Management Systems (LMS), virtual learning platforms, and collaboration technologies.
Strong analytical, troubleshooting, and problem-solving skills, including the ability to identify root causes and implement sustainable solutions.
Experience developing operational reporting, dashboards, and performance metrics.
Demonstrated ability to lead process improvement initiatives and achieve measurable operational efficiencies.
Excellent verbal, written, and stakeholder management skills.
Ability to manage multiple priorities and thrive in a fast-paced, highly collaborative environment.
Advanced proficiency with Microsoft 365 applications and collaboration tools.
Experience with virtual classroom technologies such as Microsoft Teams, Zoom, Webex, Adobe Connect, or similar platforms.
Experience with service management and ticketing platforms.
Experience supporting global learners, instructors, and stakeholders across multiple regions and time zones.
Experience with Lean, Six Sigma, process optimization, or continuous improvement methodologies.
Experience mentoring, coaching, or leading junior team members.

Responsibilities

Lead operational planning and execution for instructor-led, virtual instructor-led, hybrid, and large-scale learning programs.
Perform and oversee training readiness activities, ensuring delivery requirements, resources, communications, and technologies are ready before program launch.
Provide live operational and technical support for high-profile and strategic training events.
Partner with program managers, delivery teams, technology teams, vendors, and instructors to achieve successful training outcomes.
Monitor delivery performance, learner experience metrics, support trends, and operational KPIs to identify improvement opportunities.
Develop and maintain operational procedures, standards, playbooks, and knowledge management resources.
Analyze recurring issues and implement solutions to improve operational efficiency, reduce support volume, and enhance learner satisfaction.
Lead process improvement initiatives focused on automation, standardization, scalability, and service excellence.
Create reports, dashboards, and executive summaries that provide actionable insights to stakeholders and leadership.
Mentor and guide Learning Operations Analysts and other team members to support skill development and operational consistency.
Support global learning delivery programs across multiple regions, time zones, and delivery modalities.
Contribute to operational strategy, capacity planning, and continuous improvement efforts in support of organizational growth and evolving client needs.
Serve as a senior point of contact for learners, instructors, clients, vendors, and internal stakeholders regarding training operations and delivery support.
Manage and resolve complex operational, scheduling, registration, platform, and learner-support issues while adhering to service-level agreements.
Act as an escalation point for critical delivery incidents and coordinate cross-functional resolution efforts.
Travel as required by business and client needs.