Sr. Manager, Operations Excellence

About the Role

The Director of Learning Development is responsible for the development of the learning strategy and implementation of educational curriculums aimed at developing and reinforcing the culture and competencies necessary to achieve strategic business objectives. Through leadership of the training and instructional design teams and a hands-on approach, this role will develop, implement, and execute new learning programs and curriculum as well as enhance the existing programs. In this role they will collaborate with Franchise Support and Development, Guest Experience, Marketing, Talent Resources and Technology teams to analyze and assess the learning needs and identify opportunities to improve effectiveness, efficiency and meet new business objectives as they evolve.

A Day in the Life

• Strategically aligns learning and development programs with the organization’s objectives.
• Oversees the development of impactful and relevant learning curriculums that are results-driven, innovative, and user-friendly using various blended learning methods.
• Analyzes and improves existing L&D frameworks.
• Oversees the designs, development and implementation of highly effective, results-driven training and development strategies.
• Analyzes learning needs to develop new learning programs or modify and improve existing programs.
• Evaluates business unit’s overall learning requirements, business objectives, desired results, and constraints and delivers high impact solutions to proactively address challenges.
• Leverages new and/or existing technology to identify opportunities to improve offerings.
• Effectively partners with Franchise Support and field operations teams to assess needs and to determine the right resources, solutions or support needed for organizational effectiveness either personally leading the solution or facilitating the solution through others.
• Responsible for the implementation and ongoing management of the Learning & Communication Portal (Spotlight), including the LMS, prioritizing ease of access, a seamless experience for users, and gained efficiencies for associates.
• Engages in vendor management, budget management, strategic sourcing, program marketing, and internal communication of learning events.
• Leads and manages the instructional design function, while encouraging new and creative modalities, themes, and tools for training.
• Facilitates leadership workshops and new franchisee onboarding, as well as Regional Franchise meetings, summits, and the national brand conference.
• Maintains current industry information, including new thinking and new approaches, and regularly communicates to Talent team as appropriate.
• Holds team accountable to enterprise service levels that exceed expectations, deliver on business objectives and achieve personal development goals.
• Actively participates in New Center openings across the country to ensure highest quality of training and trainer support.

What Sets You Apart

• Ability to develop a holistic view of performance problems, identify root causes, and suggest training-based solutions.
• Ability to foster effective working partnerships with various individuals across the organization.
• Excellent written and oral communication skills.
• Leadership, influencing, and team building skills.
• Collaboration skills including the ability to integrate and act upon the diverse perspectives of business unit managers, instructional designers, and external vendors.
• Consulting skills including network-facing skills aimed at determining the network’s need, perceived roadblocks, business unit culture, and work environment issues.
• Knowledge of training and organizational development theories, instructional design models, such as ADDIE, and e-learning standards (e.g. SCORM and AICC).
• Project management skills and ability to facilitate organizing and managing multiple priorities and/or projects.
• Builds effective teams, communicates objectives and expectations, and motivates consistent high performance in others.
• Risk mitigation skills to help eliminate potential roadblocks in the design and delivery of training programs.
• Strong business acumen and understanding of the impact of training on overall corporate performance.
• Ability to travel 35%.

Education and Experience

• BA/BS or equivalent experience, Master’s degree preferred in Instructional Design or related field.
• At least 10 years of progressive increased responsibility in a Learning and Development role.
• At least 8 years of experience designing and delivering leadership and management training programs.
• At least 5 years of experience developing learning roadmaps and curriculums.
• Proven background in developing and implementing successful training initiatives that have provided an ROI to the business.
• Experience with Franchising required.