About the role
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
We are looking for a Senior Learning & Development Manager to lead a high-performing team of L&D trainers and content developers. This role will oversee the design and delivery of learning programs to build leadership and operational capabilities across the organization. The Senior L&D Manager will ensure that training solutions are strategically aligned with business goals, are engaging and innovative, and effectively drive performance outcomes.
Job Description
- Oversee the full training lifecycle—from learning needs analysis to design, delivery, and evaluation.
- Oversee end-to-end development, modification, and maintenance of training contents of clients as part of IntouchCX's content development/shared services offerings.
- Manage a team of L&D professionals, including facilitators/trainers and instructional designers/content developers.
- Collaborate with stakeholders to define performance gaps and identify learning solutions that support both leadership and frontline capability building.
- Ensure training content is up-to-date, relevant, and aligned with the company’s values and strategic priorities.
- Drive adoption of learning technologies and methodologies, including gamification, blended learning, and microlearning.
- Champion a culture of continuous learning by introducing new tools, platforms, and content formats.
- Evaluate the effectiveness of training programs using frameworks such as Kirkpatrick’s Levels of Evaluation.
- Build and maintain strong relationships with business leaders to ensure the L&D function is delivering measurable value.
- Design and lead train-the-trainer programs to scale instructional initiatives across multiple sites and roles.
Job Requirements
- Post-secondary degree or equivalent is preferred.
- At least 7 years experience in Learning & Development, with a blend of experience in training delivery and instructional design.
- At least 3 years of experience in a leadership or managerial role within an L&D function.
- Demonstrated expertise in learning needs analysis, curriculum design, and program facilitation.
- Experience leading both virtual and in-person training sessions for a variety of audiences, including people managers and support teams.
- High proficiency with authoring tools (e.g., Articulate, Captivate) and multimedia tools (e.g., Canva, Camtasia)
- Experience working with Learning Management Systems to deploy and track training programs.
- A deep understanding of instructional frameworks such as ADDIE, Bloom’s Taxonomy, and the Inductive Method.
- A strategic mindset with strong project management skills and the ability to deliver results in a fast-paced environment.
- A passion for people development, collaboration, and driving performance through learning.
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