Learning Manager - Onsite in Las Vegas, NV

Learning Manager - Onsite in Las Vegas, NV

Las Vegas, Nevada, United States of America

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital‑first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder‑led culture, enabling companies of all sizes and industries to transform their CX.

Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021

Gold Stevie Award Winner for Great Employers in 2024 and 2022

We foster an exciting culture of creativity, connection, and commitment.

Read more about our culture:
Foundever® Stories.

This position is responsible for managing Learning Specialists/Flex Learning Specialists and coordinating agent‑level training, learning and development for multiple clients in a site, and/or multiple virtual clients by performing the following duties and ensuring required standards of training set by the client(s) and North America Learning Services are achieved and maintained. This position includes planning, preparing, and managing the delivery of account‑specific training to Foundever® customer support agents using diverse methods including classroom instruction, one‑on‑one mentoring, and facilitation of e‑learning.

Adheres to Foundever® policies on ethics and integrity.

Hires, manages, inspires and develops multiple teams of Learning Specialists, per client, line of business or site, in all aspects of their job from delivering active learning to new and existing employees, managing employee attendance and adherence while in training and ensuring knowledge transfer of client training is fulfilled.

Delivers high performing new employees to Operational Leaders by leading, coaching and motivating the learning team and new employees to meet/exceed metrics set by the Client.

Manages employee issues of new employees and/or facilitators including performance improvement plans, corrective action and up to termination of employment.

Partners with Recruiting, HR, WFM and Operational Leaders to schedule and coordinate the training needs of each line of business, site or program.

Ensures all Learning Specialists and/or Learning Managers within the team have completed the North America Learning Services Facilitator Seminar and Certification program.

Conducts training observations of the learner experience and facilitators; delivers constructive feedback to the facilitator and develops coaching plans as needed for improvement.

Manages and partners with multiple learning and operational teams and clients, onsite or virtually.

Schedules, coordinates and facilitates training related meetings with multiple operational leaders, shared services departments and client(s).

Effectively and frequently communicates training expectations and results to multiple internal and external management teams including virtual team members.

Analyzes multiple training curricula and identifies performance gaps and needs and formulates appropriate recommendations for action plans to client or internally partnering with multiple Operations Managers, Sr. Ops Managers, Operations Director and other key personnel.

Partners with Quality Assurance teams for each client, line of business or site to identify trends and lead continuous improvement efforts associated with training.

Manages and supports instructional design processes as needed.

Ensures standard North America Learning Services processes and best practices in classroom facilitation, communication plans, reporting and other onboarding processes are calibrated, measurable and reviewable.

Establishes and maintains the standards for cleanliness, safety and equipment readiness in the classroom (physical or virtual).

Provides clear and timely…