Deskripsi Pekerjaan
Join our Central Curriculum team, a key segment of our larger Customer Service Learning & Development (CS L&D) department! We specialize in creating innovative learning solutions that empower our customer service teams to deliver exceptional experiences.
We are seeking a dynamic Program Manager to lead our learning and development initiatives. In this role, you will be responsible for overseeing the entire learning lifecycle—from needs analysis and curriculum design to implementation and evaluation. You'll work closely with subject matter experts, instructional designers, and business stakeholders to ensure our training programs drive measurable performance improvements.
This is an exciting opportunity for someone passionate about developing talent and creating impactful learning experiences in a fast-paced customer service environment. If you thrive on managing complex projects, fostering collaboration, and making a real difference in how our teams learn and grow, we want to hear from you!
Tanggung Jawab
- Lead end-to-end program management for customer service learning and development initiatives, ensuring on-time and on-budget delivery
- Design and develop comprehensive curriculum frameworks aligned with business objectives and customer service excellence standards
- Collaborate with cross-functional teams including instructional designers, subject matter experts, and business leaders to create impactful learning solutions
- Monitor and analyze training program effectiveness using KPIs and performance metrics, implementing continuous improvement strategies
- Manage learning development budgets, vendor relationships, and resource allocation across multiple projects
- Drive innovation in instructional design and learning methodologies to enhance engagement and knowledge retention
- Develop and maintain comprehensive documentation, training materials, and program governance frameworks
- Foster a culture of learning excellence by mentoring team members and promoting knowledge sharing
Kualifikasi
- Bachelor's degree in Human Resources, Education, Business Administration, or a related field
- Minimum 5 years of experience in learning and development, with at least 2 years in program management or curriculum development
- Proven track record managing large-scale training programs in customer service or contact center environments
- Strong understanding of instructional design principles, learning management systems, and adult learning methodologies
- Excellent project management skills with proficiency in project planning, risk management, and stakeholder communication
- Analytical mindset with experience in measuring training effectiveness and ROI
- Exceptional leadership and interpersonal skills with the ability to influence and collaborate across all organizational levels
- PMP, ATD, or other relevant certifications are a plus