Senior Manager, CS Training
Core
Develop and execute long-term learning strategy and operational roadmap for the CS Training organization to empower customer service associates and employees.
Role type
Senior Manager, Learning & Development / Change Management
Builds
Scalable learning solutions, role-based capability development frameworks, and data-driven learning programs
Domain
Customer Service / E-commerce / Organizational Development
Required skills
Learning & Development strategy, Change Management, Organizational Development, Data-driven insights, Team leadership, Cross-functional partnership
Preferred skills
AI-driven transformation, Learning ROI analysis, Data visualization (Tableau, Power BI), Large-scale CS/Contact Center experience
Responsibilities
Develop long-term learning strategy and operational roadmap, Lead change management initiatives for new policies and systems, Design data-driven learning solutions, Build role-based capability frameworks, Measure learning effectiveness via CSAT/Quality/Productivity metrics, Lead and coach a high-performing team, Partner with Operations/Product/Policy stakeholders
Seniority
Senior, hands-on IC with people management