Director of Education & Experience

The Director of Education & Experience will set the standard for excellence within our Client Experience and Sales teams. This pivotal role will lead the onboarding and new hire training experience, provide ongoing learning and coaching support, and drive our knowledge management and communication infrastructure. With a strong emphasis on instructional design, you will ensure that learning experiences are thoughtfully crafted to drive competency and performance. Leading a team of strategists, trainers, auditors, and designers, you will ensure the delivery of empathetic, world-class client interactions and memorable experiences. Your leadership will directly impact the effectiveness and efficiency of our client-facing teams.

Essential Duties & Responsibilities:

• Establish and implement a roadmap for advancing learning and coaching for our growing workforce. Prioritize initiatives using agile management methodologies and ensure progress toward key outcomes.
• Collaborate cross-functionally with Experience and Sales Executives to understand their objectives and identify performance gaps.
• Measure the performance of new hires and learning cohorts, as well as the performance of quarterly initiatives within your team.
• Continuously improve our knowledge base and Quality Assurance (QA) scorecard, ensuring incremental improvements to our support offerings.
• Hold in-house and vendor sites accountable to quality goals, providing detailed insights on opportunities for teammates' improvement.
• Leverage instructional design expertise to create engaging and effective learning modules, experiences, and pathways that ensure competency and development across all levels of the team.
• Drive strategy and vision across four core verticals: Learning and Development, Training, Knowledge Management, and Quality Assurance.
• Redesign and optimize the new hire onboarding process to accelerate time to proficiency for teammates, utilizing instructional design methodologies for an engaging, impactful experience.
• Develop a localization strategy to ensure scalable knowledge management as the company expands.
• Launch an enriched insights program, providing teammates and leaders with better visibility into their quality assurance performance.
• Innovate the learning, knowledge, and coaching framework to deliver the highest quality from teammates, leveraging best practices in instructional design to enhance both virtual and in-person training programs.

Qualifications:

• Bring a deep expertise in learning, instructional design, knowledge management, and QA within large support teams.
• SA strong, strategic perspective on learning and QA solutions needed to empower teams to excel.
• Experienced in applying instructional design principles to create impactful, learner-centered content and experiences.
• Thrive in a dynamic, cross-functional environment and are adept at balancing and negotiating competing priorities.
• You are goal-oriented, acting with urgency and focus to drive desired outcomes.
• Experience building teams and processes from the ground up and are comfortable operating at the granular level of detail.
• Passionate about delivering an exceptional, scalable client experience that aligns with business goals.
• 5 years of experience in call center operations, training, support, or related fields, with a strong background in instructional design.
• Ability to travel as needed for on-site training and meetings

Benefits:

• 401(k) and company match program
• Health, Dental and Vision insurance
• Telehealth Program
• Disability insurance
• Employee assistance program
• Flexible spending account
• Life Insurance
• Paid time off and personal days

This role offers a unique opportunity to make a significant impact on the effectiveness of our client-facing teams, ensuring both operational excellence and the delivery of exceptional service. If you're driven by creating lasting improvements, fostering talent, and enhancing client experiences through well-crafted instructional design, we'd love to have you on our team!