Director, Learning Experience

We are seeking a Learning Experience Director to not just lead a team of Learning Experience Managers, Specialists, and Analysts who support our Executive Assistants (EAs) in providing top-notch services to our clients, but also be able to conduct EA classes alongside their team.

This role focuses on training, coaching, quality and process improvement, support and guidance, and tracking EA performance.

The Learning Experience Director will ensure alignment with our core values : Approach Directly, Always Long-Term, Above and Beyond, Adopt Atypical, and Ask Why.

While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.

Responsibilities :

• Leadership and Team Management :
• Lead and conduct EA training classes, ensuring alignment with organizational objectives and best practices in onsite training.
• Lead and mentor a team of Learning Experience Managers, Specialists, and Analysts, fostering a culture of growth and excellence.
• Provide strategic direction and guidance to ensure the team's success in training and supporting EAs.
• Learning Experience Enhancement :
• Develop and implement innovative training and coaching methodologies to enhance the learning experience for EAs.
• Continuously assess and refine training programs to align with industry best practices and organizational goals.
• Quality and Process Improvement :
• Drive initiatives to improve the quality of service delivery by EAs through targeted coaching and feedback.
• Collaborate with relevant stakeholders to streamline processes and optimize efficiency in onsite training operations.
• Performance Tracking and Analysis :
• Establish metrics and benchmarks to track EA performance effectively.
• Analyze data and trends to identify areas for improvement and implement strategies accordingly.
• Core Values Alignment :
• Uphold and promote the organization's core values (Approach Directly, Always Long-Term, Above and Beyond, Adopt Atypical, and Ask Why) in all aspects of training and coaching.

Qualifications :

• Proven track record of leadership and management experience in a training or learning and development role.
• Strong coaching and mentoring skills, with the ability to inspire and empower teams.
• Excellent communication and interpersonal skills, with the ability to engage effectively with diverse stakeholders.
• Demonstrated ability to drive continuous improvement and achieve measurable results.
• Passion for learning and development, with a commitment to fostering a culture of excellence.

Competencies and Capabilities :

• Leadership : Ability to inspire and motivate teams towards achieving common goals.
• Coaching and Mentoring : Skill in providing constructive feedback and guidance to facilitate professional development.
• Strategic Thinking : Capacity to develop long-term plans and align training initiatives with organizational objectives.
• Analytical Skills : Proficiency in interpreting data and identifying actionable insights to drive performance improvement.
• Communication : Effective verbal and written communication skills to convey information clearly and persuasively.
• Collaboration : Aptitude for working collaboratively with cross-functional teams to achieve desired outcomes.
• Adaptability : Flexibility to adapt to changing priorities and embrace new methodologies in training and development.

Success Metrics :

• Increase in EA performance metrics, such as client satisfaction ratings and task completion efficiency.
• Reduction in client escalations and complaints related to EA service delivery.
• Improvement in employee engagement and retention rates among EAs.
• Enhancement of training program effectiveness, as evidenced by higher post-training assessment scores and performance evaluations.
• Achievement of key milestones in process improvement initiatives, resulting in streamlined operations and increased productivity.
• Alignment of training outcomes with organizational values, fostering a culture of excellence and continuous improvement.

Core Values :

• Approach Directly : Be honest and transparent in all communication.
• Always Long-Term : Consider the long-term impact of our actions and decisions.
• Above and Beyond : Strive to exceed expectations and deliver exceptional service.
• Adopt Atypical : Embrace new and unconventional ideas to drive innovation.
• Ask Why : Continuously question and seek to understand the why behind our actions and decisions.

Value Add :

As a Learning Experience Director, your role goes beyond just delivering training sessions. It involves various responsibilities aimed at enhancing employee performance, skill development, and organizational growth.

Here are some specific things you should be doing to add value :

• Conducting thorough training needs assessments to identify skill gaps and performance improvement areas within the organization.
• Collaborating with Design and Development to ensure alignment with the specific needs of Candidate Training and / or training programs for other functions within the organization.
• Implementing evaluation mechanisms, such as pre- and post-training assessments, to measure the effectiveness of training programs.
• Encouraging a culture of continuous learning within the organization by promoting e-learning platforms, workshops, webinars, and other learning opportunities beyond formal training sessions.
• Keeping abreast of industry trends, new training methodologies, and the latest technology to ensure training methods are up-to-date and effective.
• Employing interactive training techniques, such as role-plays, group activities, simulations, and discussions, to make training sessions more engaging and impactful.
• Providing post-training support and resources to reinforce learning, answer questions, and help employees apply new skills in their roles.
• Collaborating with managers to create personalized development plans for individual employees, identifying their growth areas and aligning training accordingly.
• Working with various departments to understand their specific challenges and incorporating them into the training agenda, fostering a culture of collaboration.
• Measuring the return on investment (ROI) of training initiatives by tracking key performance metrics and evaluating the impact of training on overall business outcomes.
• Cultivating a positive and inclusive learning environment that encourages employees to seek opportunities for growth without fear of failure.
• Soliciting feedback from participants, managers, and stakeholders to continuously improve training programs and address any concerns or suggestions.
• Ensuring that employees are trained in areas required for compliance with company policies, industry regulations, and legal standards.
• Developing internal resources by conducting train-the-trainer sessions to empower subject matter experts or team leads to deliver specific training modules.
• Developing a long-term training approach that aligns with the organization's goals and ensures a continuous focus on learning and development.
• Managing and maintaining information that provides a concise history of classes, initiatives, and their impact on employee performance and organizational growth.
• Serving as a thought leader in the field of training and development, staying abreast of industry trends and emerging best practices.

By actively engaging in these areas and demonstrating tangible improvements in employee skills, performance, and organizational productivity, a Learning Experience Director can significantly add value to the team and the organization.

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