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Sr Mgr, Learning Delivery

Date posted 09/10/2019 Requisition Number: 249002BR Location: United States - North Carolina - Charlotte Area of Interest: Customer Operations Position Type: Full Time

The Senior Manager, Learning & Development is responsible for managing a cross-functional team of Learning & Development (L&D) professionals to provide a variety of different learning solutions in order to optimize the learning experience and drive impact. These solutions include, but are not limited to, facilitated (classroom and virtual classroom) and non-facilitated interactions (e.g., Video/Audio, Online Forum, Branched and Decision eLearning, Gamification), Knowledge Management and
Communications targeted to deliver accurate information to our learner audiences as well as teach both new and recursive skill development.

The successful candidate for this position will ensure the team members have assignments and work is balanced across resources to optimize deployment for the business. The Senior Manager maintains an assigned, one-on-one relationship with L&D resources and provides career coaching and development to help build their L&D specialties ensures quality of staff deliverables and compliance with Customer Operations L&D performance goals.

This position supports the leadership team by helping to organize and conduct internal reviews prior to sharing outputs with internal customers. The Senior Manager, supports the collection, analysis, and reporting of team metrics to recommend improvements and to coach staff members.

The Senior Manager also acts as an individual contributor when necessary, providing targeted specialized support in either instructional design, knowledge content or technical writing. This position takes on assignments within area of expertise/specialization to ensure full resource coverage across all initiatives.

  • Optimize utilization across the assigned L&D specialized resource population by making staffing decisions in support of intake prioritization. Propose assigned practitioners with current or near-term availability to assignments that align with their skills and abilities, and/or professional goals.
  • Develops and manages relationships with stakeholders to create necessary learning assets.
  • Supports the L&D Operating model. Maintain a comprehensive understanding of all L&D technical services and provides coaching where necessary.
  • Advise Instructional Design Managers and Knowledge Managers on how best to navigate and engage in the resource management processes, and make recommendations for improved outcomes. Resolve staffing conflicts to the satisfaction of all parties, which may include identifying creative staffing alternatives and negotiating with peers and leadership.
  • Proactively review staffing data for assigned population and coordinate action where appropriate in response to trends, forecasts, and opportunities for improvement, and areas of concern
  • Maintain detailed knowledge of the L&D specialized resource profiles and job descriptions and advise leadership to initiate changes if required to increase performance quality. Maintain knowledge of relevant learning programs for assigned specialized resource population and recommend appropriate and relevant training to support staff professional development.
  • Provide oversight of all knowledge content services, technical writing and instructional design assets in support of business needs.
  • Establish strategies, programs and processes to standardize, optimize, and innovate all learning and knowledge management content as well as enhance employee competencies.
  • Responsible for maintaining, designing and supporting the development and submission of content through the contribution process.

Skills/Abilities and Knowledge
  • Demonstrated ability to educate, communicate, negotiate, and influence with all levels of management to produce required outcomes.
  • Demonstrated ability to prioritize, organize, and assign staff effectively in order to manage multiple initiatives to meet deadlines.
  • Demonstrated ability to creatively solve problems while working under pressure.
  • Ability to show good judgment, take initiative, and make decisions to accomplish job duties
  • Demonstrate an ability to work closely with peers to ensure successful learning and business outcomes.
  • Experience delivering one or more of the following capabilities: Video/Audio, Online Forum, Branched eLearning, Decision eLearning, Gamification.
  • Driven, focused, and highly data-oriented; the candidate must drive towards the L&D performance outcomes, but also must recognize when the plan needs to be adapted.
Related Work Experience
7+ Years Instructional Design and/or Knowledge Management Experience
3+ Years Front-line management experience

Bachelor’s degree in Instructional Design, Adult Learning, Knowledge/Content Management, Business Management, Project Management/Program Management, Sales, Operations, or Communications or equivalent experience/certifications in multiple L&D disciplines. Master’s Degree preferred but not required.

Skills/Abilities and Knowledge

Management or business consulting experience
Resource management experience

Related Work Experience
Relevant corporate experience in a large Fortune 100 company

Master’s degree

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: HQ452 Business Unit: Customer Operations Apply Later

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