Description
We are seeking a Learning Manager to play a key role in driving the adoption of Artificial Intelligence (AI) across various teams. As a Learning Manager, you will be responsible for creating and executing a full-scale operational readiness agenda to enhance and maximize AI adoption. You will design and develop end-to-end enablement campaigns, provide strategic learning and change consultation, and partner with various stakeholders to align AI enablement with broader business objectives.
Key Responsibilities
- Create, manage, and execute a full-scale operational readiness agenda to enhance and maximize AI adoption across call center agents, back-office agents, and frontline leaders.
- Design and develop end-to-end enablement campaigns incorporating customized training materials, change communications, and reinforcement tools to drive long-term adoption.
- Provide always-on consultation and strategy refinement to bridge audience needs, stakeholder expectations, and frontline operational realities.
- Partner with Accountable Executives, HR leaders, and Card Ops COS teams to align AI enablement with broader business OKRs and governance models.
- Liaise with enterprise learning, change leads, and external partners to bring emerging best practices back to Card Ops.
- Craft and maintain a readiness measurement strategy in partnership with the AI in Ops Tiger Team and COP lead.
- Establish real-time feedback loops to continuously adapt training, change, and communication strategies based on associate feedback and tool telemetry.
- Partner across Learning, Knowledge, and Change Management to ensure seamless alignment across all frontline leader communications, training, and engagement activities.
- Equip call center and back-office team leaders with coaching toolkits and change enablement resources to guide their teams through AI adoption.
What You Need to Be Successful
- AI Fluency: Active user of Generative AI tools with a strong understanding of AI applications, prompt engineering concepts, and tech-centric learning workflows.
- Operations Business Acumen: Deep familiarity with frontline operations, including a clear understanding of a "day/week in the life" of call center agents, back-office support agents, and operational team leaders.
- Instructional Design & Adult Learning Expertise: Proven capability in adult learning principles, instructional design, and micro-learning formats delivered in the flow of work.
- Change Management & Communication Mastery: Expert-level mastery of change management frameworks, stakeholder management, and high-impact multi-channel communication techniques.
- Cross-Functional Leadership: Strong influencing skills with a proven track record of driving cross-functional alignment in complex, matrixed environments.
- Agile Program Execution: Ability to lead through ambiguity, manage competing priorities, drive initiatives to completion, and iterate rapidly based on performance metrics.
Basic Qualifications
- Bachelor’s Degree or military experience
- At least 3 years of experience in client-facing consulting or internal strategic advisory roles
- At least 2 years of experience in learning design, knowledge management, or change management
- At least 1 year of hands-on experience utilizing or enabling Generative AI tools and technologies
- At least 1 year of experience in project, program, or campaign management
- At least 1 year of experience in learning and change strategy creation
Preferred Qualifications
- 5+ years of experience in management consulting or strategic advisory roles influencing senior leadership
- 3+ years of experience developing change management, communication, or enablement campaigns for large-scale operations or contact centers
- 3+ years of experience in strategy creation for technology adoption or digital transformation
- Demonstrated familiarity with change management frameworks (e.g., Prosci) and agile project execution methodologies
- Experience supporting or training call center agents, back-office support roles, and frontline operations leaders