Senior Manager, Learning and Quality Development
Core
Leading global training delivery, quality assurance, and digital learning innovation to align people capability with customer experience and operational performance.
Role type
Senior Manager, Learning Quality & Development
Builds
Global learning ecosystem, quality frameworks, and digital-first training programs
Domain
Customer Service & Support / Learning & Development
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic capability planning, people leadership (managing managers), quality governance, digital learning expertise, cross-functional collaboration, learning solution design, KPI and quality reporting, AI-enabled learning tools, stakeholder management, vendor relationship management
Preferred skills
Professional certification (CPLP, CIPD, Six Sigma, ISO), experience in legal/tax/compliance/professional services environments, familiarity with AI content generation tools
Technologies
LMS, LXP, e-learning production tools, virtual instructor-led training platforms, learning analytics platforms, AI-enabled learning tools
Responsibilities
Lead and develop a team of Training, Digital Learning, and Quality Managers; Define resourcing requirements and advocate for investment; Partner with Customer Success leaders to identify capability gaps; Oversee end-to-end learning solution design; Own learning KPIs and quality reporting frameworks; Improve and govern quality assurance and compliance frameworks; Lead the evolution of the learning ecosystem toward digital-first delivery; Manage and optimize learning technologies and external suppliers; Champion learning innovation through AI tools; Build links between learning metrics and customer experience outcomes.
Seniority
Senior, hands-on IC with strategic leadership
