Senior Manager, Learning
hace 2 meses
Senior Manager, Learning & Development
**Senior Manager of Learning Innovation and Technology**
TTEC (NASDAQ: TTEC) is a leading global customer experience technology and services company focused on the design, implementation, and delivery of transformative customer experiences for many of the world’s most iconic and disruptive brands. We deliver outcome-based customer engagement solutions through TTEC Digital, our digital consultancy that designs and builds human-centric, tech-enabled, insight-driven customer experience solutions for clients; and TTEC Engage, our delivery center of excellence, that operates customer acquisition, care, fraud prevention, and detection, and content moderation services.
Founded in 1982, our 60,000+ employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. Now, more than ever, how we connect is everything. Our purpose is to deliver humanity to business - and it's more relevant than ever before in today’s environment. Your role brings that purpose to life.
Our global** Learning & Development **organizationis looking for a highly qualified **Senior Manager of** **Learning Innovation & Technology **who is passionate about making learning engaging, effective, and accessible and who will lead a team of passionate Learning Innovation and Technology Specialists in creating exceptional learner and customer experiences. Working with learning experience designers, learning delivery teams, Sales, Product, and IT leadership, as well as 15+ learning technology vendors, this person will help to drive TTEC’s new learning strategy by researching, analyzing, piloting, deploying, and measuring the success of learning solutions that use effective, efficient, data-driven, and scalable learning technologies grounded in learning sciences. These solutions include innovations in the areas of L&D automation, knowledge management, adaptive assessments, social-collaborative learning, learning simulations, and AI-enabled personalized practice, enabling us to drive significant and measurable performance improvement for our hundreds of clients.
**On a typical day, you will**:
- Oversee a team of Learning Innovation and Technology Specialists who research, test, pilot, and deploy learning solutions that use effective, efficient, learner-centric, data-driven, and scalable, learning technologies (many with AI functionalities)
- Oversee the analysis, selection, testing, and use of learning solutions that meet the clients' business needs and performance gaps, identified by the Operations, Sales, Learning Solutions, and Learning Delivery teams.
- Collaborate with and influence project managers and IT leaders to make sure learning technologies and integrations are used optimally.
- Collaborate with and influence TTEC’s Sourcing, Information Security, and Responsible AI Council on the legal considerations and security features of learning technologies (for example, SSO, API integrations, whitelisting, AI guardrails, etc.)
- Oversee vendor management for 15+ learning and performance technologies
- Oversee the R&D, analysis, and evaluation of current functionalities in learning design, learning delivery, and coaching and performance technologies and provide improvement recommendations in partnership with internal L&D teams and external learning technology vendors
- Partner with and influence learning technology vendors on the product roadmaps, driving innovation, effectiveness, efficiencies, effortlessness, security, and scalability
- Facilitate demos, presentations, and educational sessions on learning technologies for internal teams and external clients
- Develop departmental plans aligned with the L&D Strategy, track and report on progress
- Manage a learning, innovation, and technology budget to ensure financial and operational goals
- Research emerging trends in learning, science, and technology
- Provide thought leadership on evidence-based learning and performance technology internally and externally
**Technical Skills you’ll need**:
- Bachelor’s degree in IT/computer science/educational technology/virtual learning or similar field (an advanced degree is desired)
- Knowledge of current and emerging technologies in L&D (e.g., use of LLMs for learning analysis, design, and development; text-to-speech, text-to-image, and text/idea-to-video tools; VR & AR; adaptive learning systems, learning simulations, AI assessment tools, AI practice tools, etc.)
- Knowledge of typical research methodologies and approaches in a business environment (A/B testing, small-scale pilots, and use cases, white paper writing, etc.)
- 10 yrs of progressive experience in:
- Learning design and delivery processes and technologies (e.g., agile LXD, LMS/LXP, authoring tools for rapid e-learning design, knowledge management systems, videoconferencing tools for learning delivery, microlearning tools, game-based le
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