Learning Education Lead: Front Office & Call Center - Remote US

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 The Learning Experience Education Lead is embedded in the PCO learning team as part of the learning experience function. The learning experience function is broadly responsible for all learning analytics, learning system (LMS) administration and management, and learning portfolio management.

The Learning Experience Education Lead is responsible for shaping and managing the learning strategy for Front Office & Call Center across the PCO. This role involves overseeing the design, implementation, and evaluation of comprehensive learning programs to enhance role-specific skills, knowledge, and performance.

Main Responsibilities

• Develop and communicate a strategic vision for learning and development in the Front Office & Call Center aligned with organizational goals.

• Lead the strategy and roadmap development for all Front Office & Call Center including orientation learning journeys, continuing education, and ad-hoc learning needs.

• Conduct regular needs assessments to identify skill gaps and learning priorities across Front Office & Call Center.

• Participate in the design and implementation of a variety of learning programs, including new hire orientation and on-the-job learning interventions, knowledge development, tools and skills training, and essential skills development for Front Office & Call Center.

• Ensure programs are aligned with industry best practices and tailored to meet the specific needs of the Front Office & Call Center.

• Analyze training effectiveness and adjust learning programs as necessary to achieve desired outcomes.

• Develop proactive partnerships with subject matter experts (SMEs) and key stakeholders to identify learning needs, develop effective training solutions, and foster a culture of continuous learning and development for Front Office & Call Center.

• Actively collaborate with the Learning Design and Learning Delivery teams to create, operationalize, and implement Front …