Senior Manager, Learning and Development

Position Summary...

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.

What you'll do...

Essential Functions

An individual must be able to successfully perform the essential functions of this position with or without a reasonable accommodation.

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.