Senior Manager, Talent Development & Delivery

Delta Dental • San Francisco, CA

23h

About The Position

The Senior Manager, Talent Development & Delivery, is responsible for defining and leading the talent development strategy and operating model for operational and frontline functions across Delta Dental. This role supports enterprise performance and workforce readiness by overseeing development programs that build critical skills, enhance service quality, and prepare employees for current and future demands in a remote, multi-campus environment. The Senior Manager partners with senior operational leaders and the People Org to assess capability needs, allocate resources, measure impact, and evolve development solutions at scale.

Requirements

• 8+ years w/Bachelor’s degree; 1+ years supervisory/management
• Experience supporting development in Contact Center or high-volume service/operations environments strongly preferred.
• Degree in I/O Psychology, OD, HR, Learning Sciences, or MBA preferred.
• Expertise in talent and workforce development, adult learning, and operational capability building
• Ability to design development solutions for hourly roles, frontline staff, and high volume operational functions
• Strong skill in onboarding and new hire program design, particularly for Contact Center or service centric environments
• Proficiency in blended learning (experiential, coaching/social, digital, formal learning) and 702010 methodologies
• Strong facilitation and coaching abilities
• Data fluency to measure learning impact and link programs to operational performance outcomes
• Ability to influence senior leaders and collaborate across HR, operations, and cross functional teams
• Proficiency with LMS/LXP platforms, virtual training tools, and analytics dashboards
• Ability to lead and develop high performing talent development teams in a dispersed environment volume operational functions hire program design, particularly for Contact Center or service centric environments 70/20/10 methodologies functional teams performing talent development teams in a dispersed environment

Nice To Haves

• Certifications: ATD CPTD/APTD, ICF coaching, change (e.g., Prosci), psychometric tools, or similar.
• Certified Professional in Learning and Performance (CPLP).
• Certified Hogan Assessor or Coach, International Coach Federation.

Responsibilities

• Advanced Talent & Workforce Development Expertise: Deep knowledge of adult learning theory, talent development practices, and operational capability building to support performance and workforce readiness.
• Operational Learning Strategy & Scalable Program Design: Ability to design and deliver development solutions for hourly roles, frontline staff, and high-volume operational functions that align to business priorities and service outcomes.
• Onboarding and Early Capability Development: Strong skill in designing and evolving onboarding and new hire programs, particularly for contact center, service-centric, or high-volume operational environments.
• Mastery of Modern Learning Methods: Expertise in blended learning design using experiential learning (70), coaching and social learning (20), and formal instruction (10) to drive skill application and performance improvement.
• Facilitation and Coaching Capability: Ability to facilitate learning experiences, coach leaders and facilitators, and model effective instructional and engagement practices across operational audiences.
• Data Literacy and Performance Impact Measurement: Ability to use learning data, operational metrics, and performance indicators to evaluate program effectiveness and link development efforts to business outcomes.
• Stakeholder Influence and Cross-Functional Partnership: Strong capability to influence senior operational leaders, consult with HR partners, and collaborate across functions to align development solutions with enterprise and operational needs.
• Technology and Digital Learning Proficiency: Working knowledge of LMS/LXP platforms, virtual training tools, digital learning solutions, and analytics dashboards to support scalable delivery in a remote, multi-campus environment.
• People Leadership and Team Development: Ability to lead, coach, and develop high-performing talent development teams responsible for program delivery across dispersed and high-volume operational functions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level