Senior Manager, Learning and Development

About the position

As a Senior Manager, Learning and Development, you will play a pivotal role in shaping the future of learning within our Customer Engagement Services organization. The Senior Manager, Learning and Development will lead teams to create and maintain training curriculum that supports over 100 million customer contacts annually. This includes training for thousands of Walmart associates across 26+ states, a dedicated site in India, and a global network of outsource partners. Training created supports onboarding, cross-training, upskilling/reskilling, business changes, and functional leadership associate development. An individual in this position will be expected to perform additional job-related responsibilities and duties as assigned and/or necessary.

Responsibilities

• Leads Development of Complex Training Programs: Conducts research on learning needs, learning environments, knowledge gaps, and behavioral changes; manages development of blended learning options; and ensures alignment with technology and business support infrastructure.
• Drives Execution of Business Plans and Projects: Identifies customer and operational needs; develops and communicates business plans and priorities; removes barriers and obstacles that impact performance; provides resources; identifies performance standards; measures progress and adjusts performance accordingly; develops contingency plans; and demonstrates adaptability and supports continuous learning.
• Drives and Supports Training Experience: Consults with stakeholders; recommends solutions to learning gaps and needs; collaborates with others to ensure quality training; supports the implementation of customized training plans for associates.
• Provides Supervision and Development Opportunities for Associates: Selects and trains; mentors; assigns duties; builds a team-based work environment; establishes performance expectations and conducts regular performance evaluations; provides recognition and rewards; coaches for success and improvement; and ensures diversity awareness.
• Leads Training Development Programs and Strategy Implementation: Evaluates gaps, needs, and assessment results; delivers training materials; analyzes and evaluates requests for training to guide curriculum development; develops frameworks to drive consistency in training; works with key stakeholders to ensure development, maintenance, and implementation of training content; monitors and tracks training content development and implementation; evaluates impact and effectiveness of training content implementation; and leads the training content steering committee.
• Promotes and Supports Company Policies, Procedures, Mission, Values, and Standards of Ethics and Integrity: Trains and provides direction to others in their use and application; ensures compliance with them; and utilizes and supports the Open Door Policy.
• Directs Program Effectiveness: Measures and analyzes trainee performance; identifies program inconsistencies and deficiencies; reports inconsistencies and deficiencies to senior leadership; provides performance feedback to associates; works with associates to resolve inconsistencies and deficiencies in learning; and increases work productivity and reduces overall cost.
• Ensures Business Needs Are Being Met: Evaluates the ongoing effectiveness of current plans, programs, and initiatives; consults with business partners, managers, co-workers, or other key stakeholders; solicits, evaluates, and applies suggestions for improving efficiency and cost-effectiveness; and participates in and supports community outreach events.
• Leads the Development, Evaluation, and Implementation of Training Development Standards and Governance: Researches and benchmarks industry standards; defines and documents standardized training processes to ensure operational continuity; identifies opportunities to replicate best practices and processes; makes recommendations for implementation approaches; provides process definition and management to the organization; ensures leadership and implementation teams have necessary materials; evaluates training development requests and determines their status; and manages the internal control assessment and remediation approach.
• Innovates Solutions to Improve Learner Engagement and Effectiveness: Utilizes technology to create innovative solutions that enhance learner engagement and effectiveness. Integrates advanced technologies, such as artificial intelligence (AI), to diversify training offerings and personalize learning experiences.

Requirements

• Bachelor’s degree in Business, Human Resources, Communications, Education, or related field and 4 years’ experience in adult learning, training content development, or related area OR 6 years’ experience in adult learning, training content development, or related area.

Nice-to-haves

• Master’s degree in Learning and Development, Human Resources, or related field.
• 2 years’ experience with instructional design software.
• 2 years’ experience leading cross-functional teams.
• 3 years’ project management experience.
• 3 years’ supervisory experience.
• Project Management certification.
• Six Sigma certification.

Benefits

• Competitive pay and performance-based bonus awards.
• Health benefits including medical, vision and dental coverage.
• Financial benefits including 401(k), stock purchase and company-paid life insurance.
• Paid time off benefits including PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting.
• Short-term and long-term disability.
• Company discounts.
• Military Leave Pay.
• Adoption and surrogacy expense reimbursement.
• Live Better U education benefit program for associates.