Manager, Learning and Development

USAA•Chesapeake, VA

1d•Hybrid

About The Position

USAA is seeking a dynamic and experienced Learning and Development (L&D) Manager to drive critical transformation initiatives for Insurance Professionals in the Contact Center. This role is responsible for implementing and overseeing comprehensive learning strategies and programs to enhance employee skills, foster professional growth, and support organizational objectives. The selected candidate will manage a team in assessing learning needs, developing, and implementing learning solutions. They will consult with clients to develop action plans for human performance gaps and drive execution for positive business impact. This role identifies development needs, defines learning requirements, and creates learning paths, while governing a portfolio of learning solutions in support of USAA strategies and operational plans. The position offers a flexible work environment requiring 4 days in the office per week and can be based in San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Chesapeake, VA, or Tampa, FL. Relocation assistance is not available.

Requirements

Bachelor's degree OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
6 years of progressive operational experience to include training design, development, facilitation and/or deployment.
2 years of direct team lead, supervisory or management experience.
Advanced knowledge and experience with Microsoft Office Products (Excel, Word, PowerPoint).
Demonstrated ability to clearly communicate complex ideas and concepts to others.
Experience designing or collaborating custom learning/training programs and/or solutions.
Command of basic curriculum design and adult learning principles.
Experience and/or knowledge of needs assessment and curriculum design for diverse audiences and on a broad range of topics.
Experience and knowledge of implementing aspects of evaluation models for determining training effectiveness (i.e., Kirkpatrick Model).

Nice To Haves

5+ years L&D experience in contact center or Property and Casualty insurance
Experience leveraging AI-enabled learning solutions (generative AI for content, simulations, personalization).
Ability to analyze learning KPIs and translate insights into curriculum changes.

Responsibilities

Ensures the most effective instructional delivery and measurement techniques are utilized and performance objectives are met.
Ensures effective facilitation of learning discussions, learning activities, coaching, and small group interactions.
Manages and instructs employees in multiple learning environments.
Diagnoses learner performance problems, determines underlying causes, and provides recommendations to improve performance.
Evaluates, manages, and coaches teams by providing feedback that leads to sound business results.
Plans, organizes, monitors, and controls Learning projects using appropriate tools and techniques, ensuring efficient and effective utilization of resources.
Accomplishes the objectives of the Learning project according to specification, on time, and within budget.
Ensures the collection of data on learning program effectiveness.
Collaborates with Instructional Design on the analysis and evaluation of learning solutions.
Identifies opportunities and facilitates detailed continuous improvement plans of process and program improvements.
Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.