Senior Learning Manager

Role overview

This opportunity is shared on behalf of a partner organization that will handle applications and the remaining hiring steps. The employer is seeking a Senior Learning Manager in the United States to lead learning strategy and execution across a global customer experience operation.

This is a senior leadership role focused on building and improving learning programs that support multiple business lines and client accounts. The position combines strategic planning with practical delivery, and it requires close partnership with operations, workforce management, talent acquisition, finance, and client stakeholders to support onboarding, ramp-up cycles, and ongoing performance needs. A strong emphasis is placed on using data and feedback to measure impact and continuously improve results.

Key responsibilities

• Manage, coach, and grow a team that may include Learning Managers, Learning Specialists, and training support employees across several accounts or locations.
• Create and implement a learning and development approach that supports business priorities and client expectations.
• Direct the delivery of training programs so they reflect adult learning best practices, compliance needs, and operational goals.
• Set up methods to track training performance, including evaluation tools, operational metrics, and participant feedback.
• Work with operations, workforce management, talent acquisition, and finance teams to estimate training demand for new hires and client expansion ramps.
• Review learning data and performance patterns to spot gaps and recommend improvements to programs and delivery methods.
• Develop strong working relationships with internal teams and external clients to keep training aligned and effective.
• Maintain engaging, consistent, and high-quality learning experiences that help improve employee performance and retention.
• Support talent growth, succession planning, and capability development within the learning function.

Requirements

• A bachelor’s degree in Business, Education, Human Resources, or a closely related discipline; equivalent experience is also acceptable.
• At least 10 years of experience in training, learning and development, or organizational development.
• Experience managing large teams in a complex, fast-moving environment; background in BPO is preferred.
• Strong knowledge of adult learning theory, instructional design, and training delivery methods.
• Proven ability to build, roll out, and assess learning programs at scale.
• Strong people leadership skills, including coaching, team development, and performance management.
• Excellent communication, presentation, and stakeholder management skills, with client-facing experience.
• Solid analytical, problem-solving, and project management abilities, including handling multiple priorities.
• Comfort using Microsoft Word, Excel, and PowerPoint.
• Ability to use data and insights to guide decisions and improve learning outcomes.

Benefits

• Base pay of up to $76,405 per year, depending on experience, skills, and location.
• Opportunity to influence learning strategy across global client operations.
• Leadership growth and career development within a large international organization.
• Exposure to varied teams, clients, and large-scale operational settings.
• A collaborative and supportive culture that values innovation and continuous improvement.
• Standard employee benefits as per company policy; full details are shared during the hiring process.
• An inclusive workplace that supports equal opportunity and professional development.

Application and privacy information

Applications are reviewed through an AI-assisted matching process so that the strongest-fit candidates can be shortlisted efficiently and fairly against the role’s main requirements. The final review, interviews, assessments, and hiring decisions are completed by the employer’s internal team.

By applying, candidates acknowledge that personal data may be processed to assess candidacy and shared with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. Candidates may request access, correction, deletion, or objection to processing at any time.

Artificial intelligence tools may be used to support parts of the recruitment workflow, such as resume review, response analysis, and inconsistency checks. These tools assist the recruitment team but do not replace human judgment, and final hiring decisions are made by people.