Job description
Join Private Advertiser as a Program Manager for Learning and Development focusing on Customer Service. This role sits within the CS L&D Central Curriculum team, a strategic unit responsible for designing and delivering scalable learning solutions that elevate support quality and customer outcomes. You will lead the end-to-end development of curricula, training programs, and performance support resources that empower frontline agents and supervisors to deliver exceptional service. As a senior learning leader, you will partner with CS operations, quality, and product teams to translate business goals into measurable learning initiatives. You will own the program lifecycle from needs assessment and design to deployment, governance, and impact measurement. You will drive modern learning practices, including blended learning, microlearning, coaching, and digital learning, with a data-driven mindset and a focus on measurable improvements in customer satisfaction, first contact resolution, and efficiency. We are seeking a collaborative, results-oriented professional who can influence stakeholders, manage multiple initiatives concurrently, and mentor a team of instructional designers and trainers. This is an excellent opportunity to contribute to a high-growth environment and make a lasting impact on customer service excellence within a global organization.
Responsibility
- Lead the end-to-end design and execution of customer service learning programs aligned with business goals and KPIs.
- Partner with CS leadership, operations, and SMEs to conduct needs assessments and curriculum mapping.
- Develop and maintain a scalable Central Curriculum, including instructor-led training, e-learning, microlearning, and job aids.
- Oversee project timelines, budgets, governance, and stakeholder communications; manage cross-functional teams and vendors as needed.
- Implement learning analytics and measurement frameworks to evaluate program effectiveness and drive data-driven improvements.
- Foster a culture of continuous improvement and knowledge sharing; mentor instructional designers and trainers.
- Ensure training delivery improves customer outcomes, reduces handle time, and enhances agent performance metrics.
Qualification
- Bachelors in Human Resources, Education, Business, or a related field; advanced degree preferred.
- 5+ years of Learning and Development experience with a focus on customer service or contact center training; program management exposure required.
- Proven ability to design and deliver scalable curricula across multiple channels (ILT, e-learning, blended).
- Strong project management and stakeholder management skills; ability to influence at all levels.
- Experience with learning analytics, metrics, and reporting; data-driven decision making.
- Excellent written and verbal communication; ability to simplify complex concepts for diverse audiences.
- Leadership and people development experience; ability to mentor teams of instructional designers and trainers.