Learning Operations Manager

About This Role

The Learning Operations Manager leads the client-specific Learning Delivery team and partners with the Client Operations Account Lead to provide the agreed-upon service scope. This role suits an experienced professional in learning delivery operations.

Responsibilities

• Account for delivery team deliverables, budget, schedule, dependencies, service levels, other required operating metrics, and scope
• Manage staffing assignments of team resources to ensure deliverables complete within budget, on schedule, and with appropriate quality
• Create team status using standard templates and actively participate in appropriate internal and external status meetings
• Support annual planning (e.g., resource assignment changes, schedule changes, completion status etc.)
• Manage teams' costs including auditing of time and expenses as needed, and updating costs in MME (cost and CCI)
• Identify and manage issues and risks and act as an escalation point within the team
• Ensure Delivery Team understands their accountabilities towards delivery and work across the team as needed
• Drive operational excellence and continuous improvement for the service (Key Performance Indicators (KPIs), Service Level Agreements (SLA), and improvement/change initiatives)
• Manage and develop team competency coverage through cross-training, leadership development, and succession planning
• Monitor and manage team goals and performance and ensure team understands how they align and relate to broader business goals and strategies
• Develop and mentor people, act as a career counselor and create a high performing organization (foster relationships, resolve conflicts etc.)
• Serve as process expert/coach for the team's deliverables
• Drive methods adoption and act as an expert on how to cost-effectively deliver the process and/or deliverables
• Monitor and analyze client and customer satisfaction through available tools and survey results and ensure improvement initiatives are driven by client expectations and requirements
• Identify and implement productivity improvements, ensuring adherence to appropriate project gating and business case approval requirements
• Leverage benchmarking to identify leading practices, measure service performance against appropriate external standards, and facilitate sharing of best practices
• Analyze and manage performance of third-party vendors/contractors or departments to delivery service/process requirements and when required identify and facilitate performance improvement
• Facilitate monitoring service/process related technologies and service-related policies and when required identify areas for improvement

Requirements

• Any graduation
• 13 to 18 years of experience