Operations Manager, Leadership & Development

Who We Are

We are Tennis! The USTA (United States Tennis Association) is the national governing body for the sport of tennis and the leader in promoting and developing the sport’s growth on every level in the United States, from local communities to the crown jewel of the professional game, the US Open.

We are a passionate team of staff and volunteers focused on growing the sport of tennis and making it accessible to all. We are committed to removing barriers and creating opportunities for ALL to participate. Don’t know tennis? Don t worry, you can still find yourself in the game!

The Learning & Development Operation Manager serves as the technical superuser and operational backbone for the Learning and Development function across the entire USTA ecosystem, including National Staff, the 17 Sectional Associations, and Volunteers. This role is critical in driving P&C s goal of Operational Support + Efficiency by owning the integrity, functionality, and delivery of all learning technologies and data.

The Manager ensures the L&D team can successfully execute large-scale strategic initiatives.

• Platform Ownership & Integrity
  :
  Serve as the primary technical administrator and "super user" for the Learning Management System (LMS) (e.g., Cornerstone) and related learning tools.
• Digital Learning Hub
  :
  Design, implement, and maintain the new Digital Learning Hub to serve as the centralized repository for all L&D content, ensuring reliable access and high user adoption by maintaining a minimum 99.5% monthly uptime rate.
• Technical Support
  :
  Serve as the Tier 2 technical support lead for L&D systems, troubleshooting issues, and resolving 85% of support tickets within a 4-hour window.
• Process Automation
  :
  Lead initiatives to boost P&C s Operational Support + Efficiency by automating key administrative functions. This includes digitizing the Impact conference evaluation process to achieve a documented 30% reduction in post-conference administrative time.
• Data and Reporting
  :
  Design, automate, and validate P&C operational reports (e.g., policy compliance, training completion tracking), ensuring data accuracy is 100% for critical initiatives.

• Section Ingestion Support
  :
  Design and deploy the mandatory LMS training curriculum for all staff in the first five ingested Sections as part of the P&C Shared Services Rollout. The goal is to achieve a 100% completion rate for this mandatory curriculum among staff in the ingested Sections.
• AI Fluency Technical Lead
  :
  Manage the technical tracking within the LMS for the organization-wide AI Fluency program, including automated staff enrollment, metric tracking, and dashboard generation for efficiency reporting.
• Event Support
  :
  Serve as the technical and administrative lead for major learning events, including managing content collection, digital evaluation design, and providing on-site technical support for the annual Impact conference.

• Proven expertise as a Learning Management System (LMS) administrator (or "superuser"), preferably within a large, federated organizational structure (e.g., National/Section model).
• Strong technical proficiency in digital tools, data reporting, and survey/evaluation platforms.
• Demonstrated ability to implement automation and streamline processes to improveadministrative efficiency.
• Excellent organizational and communication skills are necessary to support a diverse audience that includes National staff, 17 Sections, and Volunteers.
• Minimum 3-5 years of experience in learning and development, training administration, or related HR/People operations role.
• Experience managing enterprise-level learning technology platforms (Cornerstone, Workday Learning, SAP Success Factors, or similar).
• This position is designated as "hybrid/flex" in Purchase, New York, and may allow for both remote and on-site work. Any such position must meet the current USTA hybrid/flex requirements as updated from time to time. Please consult HR for the most current policy.
  
  This position is considered exempt

At the USTA, we know people are…