Hybrid Learning Program Manager - Plano, TX & Atlanta, GA

Overview

• Cultivate a thriving continuous learning culture by championing a growth mindset aligned.
• Embrace change and drive innovation through proactive collaboration and a willingness to experiment with new learning approaches.
• Empower learners to achieve their full potential by facilitating the development of new and expanded skills, recognizing and celebrating their learning achievements.
• Deeply understand and address diverse learner preferences and motivations to maximize the effectiveness and impact of all learning offerings.

• Forge strong, trust-based partnerships across the organization, fostering inclusive environments that value and leverage diverse perspectives.
• Strategically align learning offerings with the overarching business strategy to directly contribute to the acceleration of key initiatives.
• Communicate persuasively and influence stakeholders across diverse teams to champion critical learning and upskilling initiatives.
• Apply deep empathy and customer obsession to proactively understand and address stakeholder needs through the design and delivery of impactful learning solutions.

• Apply advanced instructional design methodologies, including needs analysis, to define clear, measurable performance-based learning outcomes that directly impact job success.
• Leverage design thinking principles and rapid prototyping techniques to develop cutting-edge solutions that address critical customer and learner challenges, resulting in highly effective learning experiences.
• Architect engaging and accessible learning content and experiences that cater to diverse learning styles and accessibility needs, strategically incorporating relevant practice and application exercises to maximize knowledge transfer and skill development.
• Establish and optimize efficient, sustainable processes for content management and curation, ensuring scalability and maintainability of learning resources.
  
• Partner actively with the broader learning community to strategically leverage existing and explore innovative new learning technologies and capabilities.

• Analyze learning data to generate actionable insights that inform strategic decisions and drive measurable improvements in learning effectiveness and business outcomes.
• Extract key trends and insights from learning data to continuously refine and optimize every stage of the learner journey, maximizing engagement and knowledge retention.
• Communicate complex data insights effectively through compelling narratives and impactful visualizations tailored to diverse audiences.
• Maintain a strong awareness of the L&D technology stack (e.g., Degreed, Docebo, Credly) and proactively identify opportunities to leverage these tools to enhance learner experiences and program efficiency.
• Possess a solid understanding of the SaaS industry and learning platform landscape, coupled with a strong curiosity for emerging technologies and trends (e.g., AI, VR, Metaverse, adaptive practice) and their potential application in learning.

• Drive the successful launch and delivery of new learning initiatives, certifications, and comprehensive course offerings, ensuring alignment with strategic objectives.
• Meticulously manage project timelines, utilize task tracking systems, and implement operational checklists to guarantee flawless execution of learning programs.
• Partner effectively with curriculum developers, product marketers, and learning experience designers to ensure cohesive and impactful learning solutions.

• Administer Learning Management Systems (LMS) and other learning platforms (e.g., Docebo, Thinkific, Moodle, Intellum, or custom systems) to ensure optimal functionality and user experience.
• Maintain the accuracy and integrity of learner records, course assets, and comprehensive program documentation within relevant systems.
• Generate insightful reports and track key performance indicators (KPIs) related to learner engagement, program completion rates, and learning effectiveness.

• Serve as a critical point of contact and trusted advisor between internal teams, including product, marketing, and customer success, fostering strong working relationships.
• Clearly and proactively communicate program updates, potential challenges, and key milestones to all relevant stakeholders.
• Efficiently address day-to-day operational issues and effectively escalate complex matters to ensure timely resolution.
• Respond promptly and thoughtfully to learner inquiries, providing excellent support and escalating issues appropriately.

• Proactively identify operational bottlenecks and propose innovative, scalable solutions to enhance efficiency and effectiveness.
• Contribute to the development and maintenance of clear and concise Standard Operating Procedures (SOPs) and promote the adoption of best practices within the team.
  
• Actively solicit, monitor, and analyze learner feedback to drive continuous enhancements to the learning delivery experience and content.

• Experience (5 years) managing complex, cross-functional programs within a matrixed organizational structure.
• Demonstrated ability to operate autonomously and engage effectively with senior leadership to provide strategic insights and guidance.
• Proven track record of making impactful, data-driven decisions in a dynamic and fast-paced environment.
• Deep understanding of adult learning theories, principles of effective knowledge retention, andragogy, and current learning trends.
• Significant experience in designing, developing, and delivering learning program experiences that have achieved quantifiable and positive business outcomes.
• Exceptional ability to engage and collaborate effectively with geographically dispersed, virtual teams, diverse stakeholders, and a remote workforce.
• Proven experience working within Agile Scrum development methodologies and managing projects using structured planning and execution processes.
• Outstanding interpersonal, written, and verbal communication, and impactful presentation skills.
• Experience in the design and delivery of learning and development programs for customer support functions is highly desired.
• Prior experience or strong familiarity with Tax Preparation, Accounting, and/or the broader financial services industry is highly desired.
• Bachelor’s degree is required; Master’s degree in a relevant field (e.g., Instructional Design, Education, Business) is preferred.