We are seeking a motivated and experienced Learning and Development Lead to join us and drive the learning and professional growth of our client experience teams. The ideal candidate will be passionate about empowering employees to deliver exceptional customer experiences through continuous learning and development initiatives.

This is a hybrid role, intended to work in office three days per week, and up to two from home. Candidates will be eligible to work from our California, Florida, Nevada, Pennsylvania, or Texas fulfillment locations.

What you’ll do:

• Develop and implement a comprehensive learning and development strategy for the client experience teams, aligned with the company's goals and values.
• Design, deliver, and evaluate training programs that enhance the skills and knowledge of client experience representatives, supervisors, and managers, with a focus on SaaS-based product knowledge and customer interaction best practices.
• Collaborate with cross-functional teams, including product development and operations, to ensure that training programs are aligned with product updates and industry best practices.
• Identify learning and development needs through ongoing assessment and feedback mechanisms, and develop targeted solutions to address skill gaps and performance improvement opportunities.
• Utilize a variety of learning methodologies, including e-learning, workshops, simulations, and on-the-job training, to create engaging and effective learning experiences.
• Establish metrics and key performance indicators to measure the impact of learning and development initiatives on employee performance, customer satisfaction, and business outcomes.
• Partner with HR and talent acquisition teams to onboard new employees and integrate them into the learning and development programs effectively.
• Stay abreast of industry trends, best practices, and emerging technologies in learning and development to continuously improve the effectiveness of our programs.

What you’ll need:

• Bachelor's degree in Human Resources, Organizational Development, Education, or a related field, or proven experience (3-5 years) in designing and implementing learning and development programs, preferably in a SaaS or technology-driven environment.
• Strong understanding of customer service principles, SaaS products, and the ability to translate technical concepts into engaging learning materials.
• Excellent project management skills with the ability to manage multiple initiatives simultaneously and drive them to completion.
• Exceptional communication, presentation, and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
• Demonstrated ability to analyze training effectiveness and make data-driven decisions to improve learning outcomes.
• Relevant certifications in learning and development, instructional design, or adult learning methodologies are a plus.