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L&D Service Manager

Date posted 12/10/2018 Requisition Number: 231606BR-1 Location: United States - North Carolina - Charlotte Area of Interest: Human Resources, Project/Program Management, Telecommunications Position Type: Full Time
The L &D Service Manager acts as the primary relationship and account manager between Customer Operations Learning & Development (L&D) and their assigned internal stakeholders. This position facilitates a highly effective team to serve the evolving L&D needs of internal customer operations stakeholders in a scalable way. These call center stakeholders include Inbound Sales, Sales Support, Product Activation, Care, Retention, and other teams (e.g.; Billing, Business Integration, etc.,).

This role analyzes business requirements and determines L&D priorities. This position creates and manages the role-based behavioral specifications for roles (i.e., care agent, supervisor, or escalation representatives) alongside internal customers The L&D Service Manager stimulates, shapes, captures, and prioritizes business demand to align and configure L&D capabilities into L&D services to meet business objectives. In addition, leads highly complex and cross-functional programs and projects, prioritizing and influencing L&D team members, senior leaders and business sponsor(s) while driving results and successfully executing on L&D project plans aligned to the facilitated learning and non-facilitated learning production processes.

The L&D Service Manager is responsible for proactively engaging stakeholders to define project portfolios aligned to assigned internal stakeholder organizations. This position manages portfolio performance to ensure desired business outcomes are achieved & reports progress back to stakeholders. The L&D Service Manager will ensure that communications, knowledge management, and curriculum outputs deliver on the promise to change behaviors and meet the needs of internal customers.

Collaborate cross-functionally with business stakeholders to analyze and understand the needs of customer operations roles currently served, and needing to be served in the future. Collaborate with business partner stakeholders to translate business requirements and elicit behavior requirements for the Learning Experience Architect (LEXA) to use as input into creation of learning requirements for L&D initiatives.
Orchestrates project and program plans by coordinating L&D resources, tasks, and deliverables for each L&D initiative.
Facilitate the prioritization and scope review process which includes first an internal team review with L&D leadership (required approval to move forward) and the formal review with key stakeholders to ensure solutions meet the requirements.
Monitors L&D service outcomes/SLAs using available business metrics and reports to determine if services delivered achieve expected benefits and defined SLAs and works with L&D leadership to close service gaps leveraging continual improvement methods.


Skills/Abilities and Knowledge
Strong communication skills and experience with negotiating requirements with senior executives and customers
Strong business acumen and project management skills, with proven ability to plan and execute multiple large scale projects simultaneously within budgetary and deadline constraints
Ability to make confident decisions and proactively identify and address problems with minimal oversight
Superior interpersonal, relationship-development, influence management, and performance management skills
Experience in a consulting/consultative role is required with a demonstrated track record of success
Demonstrated knowledge of creating services or products for internal or external stakeholders
Demonstrated ability to work closely with peers to ensure successful learning and business outcomes
Driven, focused, and highly process-oriented; the candidate must drive towards the L&D operation model vision, but also must recognize when plans needs to be adapted

Related Work ExperienceNumber of Years
5+ Years Account Manager or Management Consulting5+
5+ Years Program and Project Manager 5+
Bachelor’s degree or equivalent experience/certification in Management, Project Management/Program Management (PMI), Sales, Operations, or Communications

Related Work Experience
Relevant corporate experience in a large Fortune 100 company
Front-line management experience


Office environment
Travel as required

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: 13526 Business Unit: Customer Operations Apply Later

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