Senior Manager of Learning Innovation and Technology

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 organization is 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.

The Senior Manager of Learning Innovation & Technology will serve as a trusted advisor internally and externally by providing learning innovation and technology expertise and thought leadership. The successful candidate will work closely with internal teams on various AI-driven learning and performance initiatives. Additionally, this position will be critical in the next 12 months in supporting internal L&D teams in their upskilling and reskilling on AI-enabled learning design, delivery, and coaching and performance tools. The successful candidate will be a learning professional with an in-depth understanding of (AI-enabled) learning technologies and instructional design; an experienced presenter with a passion for innovation and emerging technologies, and with a base knowledge of learning science, technology integration, and edtech research and development.

On a typical day, you will:

1. 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).
2. 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.
3. Collaborate with and influence project managers and IT leaders to make sure learning technologies and integrations are used optimally.
4. 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.).
5. Oversee vendor management for 15+ learning and performance technologies.
6. 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.
7. Partner with and influence learning technology vendors on the product roadmaps, driving innovation, effectiveness, efficiencies, effortlessness, security, and scalability.
8. Facilitate demos, presentations, and educational sessions on learning technologies for internal teams and external clients.
9. Develop departmental plans aligned with the L&D Strategy, track and report on progress.
10. Manage a learning, innovation, and technology budget to ensure financial and operational goals.
11. Research emerging trends in learning, science, and technology.
12. Provide thought leadership on evidence-based learning and performance technology internally and externally.

Technical Skills you’ll need:

1. Bachelor’s degree in IT/computer science/educational technology/virtual learning or similar field (an advanced degree is desired).
2. Advanced knowledge of and practical application of (UX/LX) design principles (knowledge of and experience in agile approaches to (learning) design, such as rapid prototyping, preferred).
3. 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.).
4. Knowledge of typical research methodologies and approaches in a business environment (A/B testing, small-scale pilots, and use cases, white paper writing, etc.).
5. 10 yrs of progressive experience in:
   1. 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 learning apps, training delivery apps, interactive presentation tools, collaboration apps, etc.).
   2. Providing expertise and thought leadership (consultancy) in learning technology/edtech.
6. Proficiency in MS Office (esp. Excel, Teams, and PowerPoint).

Behavior Skills you’ll need:

1. Excellent track record of leading and developing multidisciplinary, multiethnic, geographically-dispersed remote teams (with 5+ members).
2. Excellent communication skills (both verbal and written), particularly presentation skills (advanced English skills (CEFR: C1) for offshore locations is required).
3. Excellent analytical and problem-solving skills.
4. Excellent organization and prioritization skills (ability to manage multiple responsibilities and priorities in a fast-paced and time-critical environment).
5. Strong collaboration and networking skills in a highly matrixed environment, influencing, persuading, and working closely with several manager- and (executive) director-level stakeholders from L&D, Product, Sales, Ops, and IT.
6. A high level of innovation and creativity.
7. A self-starter, proactive, and goal-oriented, requiring little guidance and direction.

TTEC is proud to be an equal-opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work.