The Opportunity: 

As the Director of Learning and Development you will build and lead a team dedicated to creating exceptional onboarding, continuous education, and development experiences for all our team members. You and your team will manage and continue to build a robust continuous learning program that ensures our team members have the information they need to delight our customers. This role will have a significant impact across Vivid Seats enabling positive change on day one. You will collaborate with senior leaders across our Customer Experience Organization to identify knowledge gaps and develop efficient ways to train and engage Customer Experience team members. In this role you will have a fantastic opportunity to drive positive change, make immediate business impact, and influence experiences both internally throughout our organization and externally with our customers. You will also own the training programs for both on and offshore agents. 

How your role contributes to the success of Vivid Seats: 

• Analyze department processes to identify areas for positive change.
• Drive new hire experiences through initial training programs and having the Facilitator Team as the go-to resource for all new team members within customer experience.
• Build, implement, and maintain our improved continuous learning process.
• Ensure onboarding processes are built for scale.
• Manage new hire Customer Experience onboarding to ensure the content is developing desired technical and behavioral skills while staying relevant to the current needs of our customers.
• Identify ways to lessen the current runway time for new Customer Experience associates to become fully effective in their team roles.
• Understand and develop ways to measure the success of our new and existing Customer Experience team members.
• Work with other senior leaders to develop a holistic learning strategy across the organization.
• Lead a specialized team of development facilitators that are focused on individual lines of business within the CX Org.
• Work with facilitators to ensure they stay up to speed with current business needs and keep their skills sharp.
• Lead and mentor a small team of instructional designers.
• Maintain company LMS
• Work daily with our BPO partners to ensure growth and development.
• Work to develop key development metrics with our BPO partners.
• Work with our BPO partners daily to ensure “on the fly” information gets to our agents and is absorbed as quickly as possible.

How your role expectations will progress as a Director of Program Management in the first 30, 90, and 180 days:  
 
30 days in

• Complete new hire orientation, gaining the resources you need to be successful. 
• Learn how ticket marketplaces operate and how you’ll contribute to providing great experiences for our customers. 
• Acclimate to team and company norms, business objectives, and Vivid Seats values.
• Achieve a deep understanding of all Customer Experience Teams and associate functions.
• Evaluate our current educational processes and begin to develop path forward.
• Learn and become an expert using our company LMS.

90 days in

• Enhance our approaches, methods, or technologies to mitigate risks and improve efficiencies. 
• Build, maintain, and leverage internal and external relationships to achieve progress and advance objectives. 
• Complete and begin to implement strategies for training and continuous education.
• Establish clear communication process that allows for smooth change management cycle of both organization leaders and team members.
• Partner with Customer Experience stakeholders on the plan to create better learning opportunities and development for all teams.
• Develop your team members to align with new processes and strategies.

180 days in

• Design and implement improvements that positively impact the team.
• Mentor others, playing an active role in elevating the skill sets of those you work with. 
• Guide the team's work so that it fits into the larger team objectives. 
• Implement a KPI’s to track the success of all team initiatives.
• Continue to build and develop your teams to ensure there is appropriate support to drive success within the organization.
• Build muscle memory around onboarding of new team members and their learning needs.

What You’ll Bring:

• 5 years of successful experience within large training environments, and proven ability to build teams and processes for scale.
• 3-5 years of experience within a management position.
• Deep understanding of learning and development along with the ability to implement and execute at a high level.
• Previous experience creating and implementing learning programs in a large organization.
• Deep understanding of how to create successful learning modules that keep the agents engaged.
• Excellent analytical skills.
• Excellent communication skills.
• Record of highly effective leadership and people development.

Vivid Seats provides competitive compensation; bonus incentives and equity for all employees; FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; remote work and snack allowances; and a variety of additional workplace perks.