Operations Manager 5

GP Strategies•Troy, MI

About The Position

We are seeking an experienced Learning Operations Leader to serve as the central point of coordination across program delivery and operational execution. This role bridges Learning Project Managers and the Operations team to ensure a seamless transition from program design and implementation into ongoing delivery and support. The Learning Operations Leader will be responsible for creating operational processes, intake workflows, and service delivery governance while leading a team of Learning Coordinators. This role is critical in establishing and sustaining a managed services model that delivers consistency, efficiency, and high-quality support across global learning programs.

Requirements

Bachelor's degree or equivalent experience.
5+ years of experience in Learning Operations, Learning Services, Program Coordination, or a related field.
Demonstrated experience leading teams and building operational processes.
Strong client-facing experience with proven stakeholder management capabilities.
Experience streamlining and automating workflows, including leveraging AI solutions to improve learning operations efficiency.
Experience working with Learning Management Systems (LMS) and Learning Experience Platforms (LXP).
Ability to connect strategic program design with operational execution and service delivery.
Strong analytical and problem-solving skills with a continuous improvement mindset.
Comfortable operating in ambiguous environments and driving clarity, structure, and execution amidst changing priorities.
Excellent verbal and written communication skills.

Nice To Haves

Experience supporting global learning programs across multiple regions and time zones.
Knowledge of learning operations best practices, governance models, and managed services delivery.
Experience with reporting, resource planning, and operational performance metrics.
Familiarity with process improvement methodologies and workflow automation tools.

Responsibilities

Act as the primary liaison between Learning Project Managers (design and implementation) and the Operations team (execution and support).
Partner with Project Managers during program design and implementation phases to operationalize delivery models, timelines, and resource strategies before launch.
Develop structured program handoff plans, including timelines, documentation standards, and knowledge transfer protocols.
Drive client and internal planning discussions, representing operational impacts of program design and delivery decisions.
Establish and maintain operational governance frameworks to support scalable service delivery.
Develop and maintain standardized workflows and documentation for course intake and request management, scheduling and delivery support, reporting and communications, and operational service processes across programs.
Identify opportunities to streamline and automate workflows.
Leverage AI-driven solutions to improve efficiency, scalability, and user experience within learning operations.
Ensure consistency and quality across all operational processes and deliverables.
Lead and manage a distributed team of Learning Coordinators across the US, EMEA, and APAC regions.
Provide daily direction, prioritization, coaching, and quality oversight.
Serve as the escalation point for operational issues and decision-making.
Forecast work volumes and lead capacity planning activities.
Actively balance workload distribution across Learning Coordinators based on program demand, team capacity, and individual skillsets.
Assess operational demand and identify gaps, recommending solutions such as process optimization, workload rebalancing, or additional resourcing.
Create and maintain cross-training and backup coverage plans to strengthen team resilience and service continuity.
Serve as the primary operational point of contact for client stakeholders.
Build and maintain strong client relationships through effective communication and service delivery.
Collaborate with internal teams to ensure operational commitments and service-level expectations are achieved.
Provide operational insights and recommendations that support program success and continuous improvement.