Director of CX Learning

A company is looking for a Director, CX Learning and Knowledge (Remote).

Key Responsibilities

Oversee the end-to-end performance system for customer experience agent onboarding and ongoing training

Design and implement scalable training solutions that enhance agent proficiency and quality

Utilize data insights to drive continuous improvement in training and operational excellence

Required Qualifications

10+ years of learning and development experience, with 5+ years in customer experience / customer support

5+ years of experience leading managers of managers, including global teams

Proven track record in building high-quality agent teams

Strong understanding of adult learning methodologies and measurable impact metrics

Proficiency with CX enablement tools and strong data literacy