Senior Manager - Learning, Instructional Design (Hybrid)

Senior Manager - Learning, Instructional Design (Hybrid)

The Senior Manager of Learning, Instructional Design is responsible for leading an Instructional Design team which includes developing Learning strategies that support both long and short term business priorities. This leader of leaders will inspire, empower and support a team of Instructional Design professionals responsible for analysis, measurement and design of high quality effective learning solutions and strategies to enable the performance of our Card Customer Channels associates. 

Who We Are: 

We’re a team of Instructional Design professionals who work with operations, product, tech and design teams to deliver learning experiences that enable brand defining service for millions of customers. We are passionate about crafting the performance-enabling, human-centered learning experiences our global network of talented agents and leaders use every day to confidently serve our customers.  We take pride in delivering solutions that are in alignment with our experience, intent and well-managed standards, and contribute to solving key business needs. Our solutions empower agents to handle anything that is thrown at them.

Why We Need You:

It’s an exciting time to join our team. We’re on a learning transformation journey – one that involves redefining how we deliver value for our stakeholders, by crafting learning strategies and solutions that leverage emerging AI technologies and drive high business value to materially transform agent and customer experiences.  We need folks like you who find this exciting and want to jump in head first to deliver significant results and first-class learning experiences. If you are a leader with deep learning experience and a passion for leading and developing a team of passionate designers, this role is for you. We’re looking for a Senior Manager to lead and support our evolving team on this journey and to lead and drive our Instructional Design strategy. 

What You’ll Do:

Lead

• You will lead a diverse team of Instructional Design professionals providing ongoing support and guidance to enable a high functioning and empowered team. 

• As a people leader, and leader of leaders, you will demonstrate a passion for guiding and supporting others to bring out the best in every team member. 

Deliver

• Administer all facets of instructional design including learning strategy, as well as  the platforms and processes to create, publish, govern and measure solutions. 

• Analyze organizational needs, content performance and process effectiveness to drive continuous improvement.

• Identify and manage / mitigate risk, ensuring a well-managed Instructional Design operation. 

Strategize

• Provide strategic leadership and creative vision, developing and influencing our Learning strategy, ensuring we continue to deliver the highest value work for the Channels organization.

• Connect with our stakeholder partners to understand and align strategic priorities. 

• Stay up-to-date with industry trends, competitor activities, and customer needs to inform strategy and drive continuous improvement. 

Connect and Partner

• Cultivate and maintain strong and collaborative relationships with the leaders of our stakeholder organizations to promote and advocate for the value our team delivers and to deeply understand the strategic needs and priorities of our partner teams.

• As part of the Customer Channels Performance Solutions senior leadership team, you will partner with other leaders to develop and support organizational strategy, enable cross-functional excellence and support the broader organization. 

Qualities You Will Bring:

Leadership

• You are a thoughtful and inspirational leader that leads with head and heart while creating an environment that enables excellence 

• You are an empathetic leader that listens to your teams needs and ambitions and strives to help them succeed

• You are a discerning leader able to identify and remove barriers to achieving organizational goals

Communication & Influence

• You are an effective communicator and storyteller. You can craft data-supported stories about complex issues and tailor your message to suit a