27 applicants

Company

Amplify · 22 hours ago

Senior Manager, Training & Development Ops, CX

United States

Full-time

Remote

Senior Level, Lead/Staff

$85K/yr - $100K/yr

12+ years exp

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Responsibilities

Build, maintain, and audit a comprehensive candidate tracker to manage and streamline the mass hiring process.

Implement robust data collection protocols to ensure accurate and consistent data capture.

Regularly audit the tracker to identify discrepancies, streamline operations, and keep track of candidate statuses effectively.

Design and implement standardized data collection protocols to ensure all relevant candidate information is accurately and efficiently captured across the hiring lifecycle.

Ensure that these protocols are aligned with organizational data governance policies and best practices.

Develop interactive dashboards that provide real-time insights into the progress of mass hiring goals.

Use these dashboards to visualize key performance indicators such as candidate pipeline metrics, time-to-hire, and offer acceptance rates, enabling data-driven decision making and agile response to hiring needs.

Develop and enforce data management protocols to ensure the accurate capture and maintenance of new hire information.

Regularly audit data entries for consistency and accuracy, addressing any discrepancies promptly to maintain the integrity of onboarding records.

Utilize data analytics to evaluate the effectiveness of the onboarding process, identifying trends and areas for improvement.

Use feedback and metrics to drive enhancements in onboarding programs, ensuring they meet both organizational and new hire needs efficiently.

Create dynamic dashboards that consolidate onboarding metrics and progress reports, providing a comprehensive view of the onboarding landscape.

Use these dashboards to generate actionable insights for stakeholders, facilitating informed decision-making and strategic planning.

Develop and execute a strategy to optimize instructional design and learning platforms (ex, LMS) for our contractors and their managers.

Serve as the key/primary point of contact to our internal teams for our learning platform, developing strong partnerships that drive our business goals.

Establish and oversee project communication, process, and change management for content being uploaded to the learning platform, ensuring timely and successful collaboration, decision-making, and engagement across the project team.

Provide project visibility and regular updates to stakeholders for instructional design, learning platforms and data solutions through formal briefings, project reports, and presentations.

Oversee day-to-day operations for CX contractor hiring, onboarding, offboarding and retention, ensuring that all processes run smoothly and efficiently.

Operations include, but are not limited to: deactivating and extending contractors and working with internal partners on systems set up.

Build a deep knowledge of key systems and technologies – and continuously stay up to date on new features – needed in CX Training & Development operations, including but not limited to: Salesforce, Okta, and Google Suite.

Build strong partnerships and collaborate with peers in Talent Acquisition, HR Operations, CX Operations, and IT, in order to drive toward alignment and successfully execute operational strategies.

Proactively identify potential risks to operations and develop comprehensive contingency plans and clear escalation pathways to mitigate them.

Consistently implement quality control measures to maintain high standards of all operational systems & processes.

Develop and implement end-to-end processes to support collecting, aggregating, storing and integrating data needed for CX contractor hiring, onboarding, retention and offboarding.

Establish and regularly execute procedures to ensure the accuracy, completeness, and integrity of all data.

Develop and engage in data analysis routines to extract insights, identify trends, and support strategic decision-making across the team.

Generate regular reports and dashboards and communicate key findings to stakeholders.

Oversee and directly execute database administration tasks, including inputting data, updating data and troubleshooting.

Stay current with industry trends, emerging technologies, and best practices in data management.

Identify opportunities for process improvement and innovation to enhance data capabilities and drive operational efficiency.

Lead the design, documentation, and optimization of new processes that accelerate the T&D team’s work, ensuring that they tightly align and address high-priority inefficiencies, bottlenecks, and areas for improvement.

Navigate through ambiguity with ease, demonstrating adaptability and resilience in uncertain situations.

Clarify objectives, establish clear goals, and develop actionable plans to drive initiatives forward despite uncertainty.

Lead and/or support change management efforts to drive adoption of new processes and initiatives.

Communicate effectively with stakeholders to build buy-in, address concerns, and overcome resistance to change.

Provide guidance and support to teams throughout the implementation process.

Track the effectiveness and impact of process improvement initiatives.

Monitor performance data, analyze trends, and make data-driven decisions to drive continuous improvement.

Help foster a culture of innovation, creativity, and continuous improvement within the T&D team, encouraging colleagues to contribute ideas, experiment with new approaches, and challenge the operational status quo.

Integrate and align your work with team and company priorities, actively contributing to the achievement of these goals.

Participate in and/or lead team commitments, including working groups, team meetings, projects, and other initiatives contributing to the overall success of the CX Training & Development Team and CX team at large.

Flexibly support various initiatives as needed, adapting to the changing needs of the organization and contributing to emerging projects or priorities.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Data ManagementSalesforceProject ManagementLearning Management Systems (LMS)Google SuiteMicrosoft Office SuiteK-8 Education ExperienceInstructional DesignData AnalysisDatabase ManagementChange Management

Required

Bachelor’s degree or equivalent related work experience

12+ years of K-8 classroom teaching and/or relevant professional experience

Strong organizational and project management skills

Experience effectively managing and prioritizing multiple projects to meet deadlines

Experience synthesizing large amounts of disparate information into concise, actionable, and impactful reports or other communications medium

Tech and data savvy - exceptional with Google, Apple, and Microsoft office suites (e.g. word processing, excel/sheets, slides/decks); proficient in Salesforce and similar platforms; and eager and able to pick up any new technology or software with ease