Senior Manager of Learning and End User Experience

Freddie Mac•McLean, VA

21d•$150,000 - $224,000

About The Position

At Freddie Mac, our mission of Making Home Possible is what motivates us, and it’s at the core of everything we do. Since our charter in 1970, we have made home possible for more than 90 million families across the country. Join an organization where your work contributes to a greater purpose. Position Overview: Are you ready to take your Management career in Customer Training and Education to the next level? Do you excel at turning strategic vision into actionable plans for a talented team of learning specialists? Are you enthusiastic about working with technology to deliver outstanding user experiences and cultivating a dynamic learning environment that meets diverse customer needs—from “fast facts” to in-depth knowledge development on all areas of the Mortgage Loan process? If you have experience overseeing learning and content management systems and other learning development tools and thrive on developing talent within a collaborative team culture, we invite you to apply for the Senior Manager of Learning and End User Experience position with Freddie Mac’s Customer Education Services department. In this role, you will: Lead the creation and delivery of engaging, effective learning resources across all areas of the Mortgage Loan process Ensure seamless and cohesive learner experiences that drive rapid adoption of Freddie Mac’s products and services Collaborate with cross-functional teams to identify learning needs, establish and communicate learning design and brand standards, and measure the performance of our learning portfolio Foster a culture of continuous improvement and innovation in customer education Our Impact: Client Education Services is a vital part of Freddie Mac’s Seller Strategy & Optimization department, dedicated to elevating the customer experience by directly addressing the evolving needs of our Seller Servicers. Our team specializes in creating dynamic, engaging learning opportunities that empower Seller Servicers to thrive in partnership with Freddie Mac. Through a blend of interactive live sessions and convenient self-service resources, we simplify the adoption of Freddie Mac’s innovative technology solutions, process enhancements, and policy updates. By making education accessible and actionable, we enable Seller Servicers to operate with confidence and efficiency, ensuring seamless business interactions with Freddie Mac. Your Impact: Join us and help shape the future of customer learning at Freddie Mac, while advancing your own leadership journey in a supportive, growth-oriented environment. Your Work Falls into Two Primary Categories: Strategy: Collaborate Across Business Units: Partner with management, Customer Experience (CX), Customer Service, and other business units to identify and understand customer learning needs and gaps. Regularly solicit feedback on training offerings to continuously enhance the learner experience. Strategic Planning for Learning Solutions: Develop and implement a comprehensive strategic plan and roadmap with clear, prioritized objectives to guide the creation of impactful learning experiences. Ensure alignment with client needs and drive effective adoption of Freddie Mac products and services. Establish and Promote Learning Design Standards: Lead the direction and adoption of the Learning Design Framework, including associated standards, templates, and processes, to achieve departmental goals such as consistency, accessibility, and efficiency in learning solutions. Champion Change Management and Best Practices: Advocate for the use of the Learning Design Framework and industry best practices throughout the Seller Engagement department, fostering a culture of continuous improvement and effective management of changes. Optimize Technology, Talent, and Processes: Proactively assess and identify required technologies, talent, and business processes to support the efficient and high-quality production of new learning assets, ensuring the department remains agile and high-performing. Balance Risk and Controls with Innovation Make decisions within the context of Freddie Mac’s risk profile, while still focusing on innovation and delightful learner experience. Management: Manage the administration, configuration, and optimal use of learning development and content management tools to support efficient and effective learning delivery. Ensure all learning solutions consistently align with Freddie Mac’s learning design framework, branding guidelines, adult learning principles, and industry standards throughout every phase of the design process. Create, communicate, and manage the technology and learner experience roadmap, supported by comprehensive project plans. Establish clear work objectives and tactics and drive execution through effective delegation and leadership of staff. Oversee the administration of the client learning portfolio across all lines of business—including underwriting, servicing, selling & delivery, and technology tools. Monitor, track, and report portfolio performance for all learning assets using robust reporting dashboards. Administer shared services model and associated workflow to optimize development support across the learning portfolio. Leverage learning industry trends and technology advancements to foster greater efficiency and deliver innovation and positive learning experiences. Demonstrate strong leadership by clearly communicating priorities, assigning tasks, and monitoring the performance of a team of instructional designers and developers to ensure high-quality outcomes. Build and maintain effective relationships with internal and external business partners to foster collaboration and support the success of learning initiatives. Manage and maintain process and procedure library.

Requirements

Bachelor’s or Master’s degree with 8-10 years of relevant experience
Must have 4-5 years of people management experience, including hiring, coaching and performance management
Strong verbal and written communications skills
Strong understanding of technical principles, foundational tool administration, and instructional design practices
Ability to drive for results, positively influence outcomes in sensitive situations and negotiate deliverables
Ability to build and maintain positive relationships with business partners
Ability to problem-solve
Ability to organize and accurately prioritize work
Meticulous approach to all work
Ability to understand when urgency is (and is not) required

Nice To Haves

Advanced experience with Learning or Content Management Systems, content repositories, learning development and video creation tools, ex. Totara, Articulate, and Camtasia.
Experience with Adult Learning Methodologies and User Experience Methodologies.
In-depth knowledge of Instructional Design principles and best practices, and a solid understanding of when and how to apply them to creating various learning solutions (including instructor-led/online courses, job aids, online help, and procedures).
Experience managing projects and partnering with various business partners and levels within the organization
Basic understanding of mortgage industry, processes, the role Freddie Mac and our customers play across the mortgage life cycle.
Ability to develop mutually beneficial relationships inside and outside of the Customer Education Services department
Willingness to deliver results, adapt, and adjust to a changing work environment
Ability to lead with empathy and empower staff members to learn, grow, and innovate
A sense of humor

Responsibilities

Lead the creation and delivery of engaging, effective learning resources across all areas of the Mortgage Loan process
Ensure seamless and cohesive learner experiences that drive rapid adoption of Freddie Mac’s products and services
Collaborate with cross-functional teams to identify learning needs, establish and communicate learning design and brand standards, and measure the performance of our learning portfolio
Foster a culture of continuous improvement and innovation in customer education
Partner with management, Customer Experience (CX), Customer Service, and other business units to identify and understand customer learning needs and gaps.
Regularly solicit feedback on training offerings to continuously enhance the learner experience.
Develop and implement a comprehensive strategic plan and roadmap with clear, prioritized objectives to guide the creation of impactful learning experiences.
Ensure alignment with client needs and drive effective adoption of Freddie Mac products and services.
Lead the direction and adoption of the Learning Design Framework, including associated standards, templates, and processes, to achieve departmental goals such as consistency, accessibility, and efficiency in learning solutions.
Advocate for the use of the Learning Design Framework and industry best practices throughout the Seller Engagement department, fostering a culture of continuous improvement and effective management of changes.
Proactively assess and identify required technologies, talent, and business processes to support the efficient and high-quality production of new learning assets, ensuring the department remains agile and high-performing.
Make decisions within the context of Freddie Mac’s risk profile, while still focusing on innovation and delightful learner experience.
Manage the administration, configuration, and optimal use of learning development and content management tools to support efficient and effective learning delivery.
Ensure all learning solutions consistently align with Freddie Mac’s learning design framework, branding guidelines, adult learning principles, and industry standards throughout every phase of the design process.
Create, communicate, and manage the technology and learner experience roadmap, supported by comprehensive project plans.
Establish clear work objectives and tactics and drive execution through effective delegation and leadership of staff.
Oversee the administration of the client learning portfolio across all lines of business—including underwriting, servicing, selling & delivery, and technology tools.
Monitor, track, and report portfolio performance for all learning assets using robust reporting dashboards.
Administer shared services model and associated workflow to optimize development support across the learning portfolio.
Leverage learning industry trends and technology advancements to foster greater efficiency and deliver innovation and positive learning experiences.
Demonstrate strong leadership by clearly communicating priorities, assigning tasks, and monitoring the performance of a team of instructional designers and developers to ensure high-quality outcomes.
Build and maintain effective relationships with internal and external business partners to foster collaboration and support the success of learning initiatives.
Manage and maintain process and procedure library.