Role Overview:
As a Site Senior Learning Experience Manager at TaskUs, you will be responsible for overseeing and driving the day-to-day training initiatives across all sites, ensuring that all training programs align with company goals and objectives. You will manage the product training branch of the Learning and Development team, focusing on developing, implementing, and maintaining campaign-specific training programs. As the leader of the learning experience at your site, you'll be responsible for selecting, training, and providing work guidance to Training Managers and Supervisors.
This role is pivotal in ensuring that the training initiatives at TaskUs are executed flawlessly, with a focus on maximizing task mastery and personal development across all levels, from new teammates to tenured team leaders.
Key Responsibilities:
Training Program Development & Management
- Lead the initiation, development, and implementation of site-wide training initiatives and campaign-specific programs.
- Create, execute, and manage detailed curriculum development, training sessions, and evaluations for Team Leaders (TL) and Training Managers (TM).
- Ensure that training programs are technical yet engaging and aligned with the specific campaign and TaskUs broader business objectives.
- Regularly update and maintain all training materials and documents to ensure consistency across levels.
Training Needs Assessment & Customization
- Proactively assess the specific needs of different departments and campaigns to create customized training materials.
- Develop a year-long training calendar with quarterly objectives to meet evolving training needs.
- Work closely with Operations to ensure the training programs effectively maximize campaign task mastery and team development.
Leadership & Team Guidance
- Lead the Training Managers and Supervisors across multiple teams, providing support, guidance, and motivation to ensure successful training delivery.
- Provide coaching and mentorship to ensure continuous improvement and professional development within the team.
Policy & Process Management
- Plan and implement training policies, programs, and testing tools to ensure all services and products meet quality standards.
- Oversee the development of new training methods and systems to continuously improve training effectiveness and efficiency.
Candidate Requirements:
- Experience:
- At least 5 years of experience in a Sr. Manager or Manager role specializing in Product Training within a call center or similar BPO environment.
- Proven track record of managing and leading training initiatives across multiple teams and programs.
- Skills & Qualities:
- Strong experience in product training and the ability to tailor training materials for diverse audiences.
- Excellent communication and presentation skills with a strong ability to engage teams.
- High interpersonal skills and the ability to work effectively with various stakeholders, including senior management.
- Ability to work independently, manage multiple projects, and adapt quickly to changes.
- Proficient in Google and MS Office applications.
- Additional Qualities:
- A highly creative and dynamic mindset, capable of introducing innovative solutions to enhance training programs.
- Strong organizational skills and the ability to oversee multiple training programs at once.
