Manager, Learning and Development - Redmond, WA

Position Summary: The Training Managers will be required to perform the following duties. Manage the operations training function for Owner Care Contact Center. Manage a team of trainers that support varied internal partners. Hire, coach and develop a flexible team of certified learning professionals. Plan and manage training resources to meet quality and quantity organizational new hire on boarding. Coordinate and interpret the evaluation of training effectiveness at Level I - IV. Manage an operational budget. Assess employee performance to target continuing development opportunities.





Duties & Responsibilities - Briefly describe the major duties, responsibilities and essential functions of the job and the % of work time spent on each:

Manage a team of trainers that support varied internal partners. Hire, coach and develop a flexible team of certified learning professionals. 60%

Plan and manage training resources to meet quality and quantity organizational new hire on boarding. Coordinate and interpret the evaluation of training effectiveness at Level I - IV. 15%

Manage an operational budget. 15%

Remains current on all Fairfield and TrendWest policies and procedures. 10%

REQUIREMENTS


1. Minimum Qualifications Required - Describe the amount and type of education and experience required to perform the essential job functions, including any required certifications or professional licenses:



Bachelor's in Adult Learning / Business Management or Industrial Education and or Professional Certifications in field

2 years of Management experience

2 years Customer Service Training experience preferred

Ability to work effectively and consult with varied levels of management

Ability to coach employees to meet performance goals

Ability to speak in front of large groups

Ability to travel as needed

Ability to work a flexible schedule as needed

Working knowledge in Microsoft Office basic suite (e.g. Word, Excel, PowerPoint)

Excellent organizational skills

Ability to manage multiple projects and meet deadlines

Commitment to customer service and team-oriented management

Ability to consult and work collaboratively within the business

Excellent interpersonal skills

Ability to interpret client needs and produce instructional materials

Proven ability to quickly adapt and learn new procedures and software programs

Comprehensive knowledge of principle of adult learning and

Some working knowledge of instructional design





2. Preferred Qualifications - Describe any additional education and experience that you would like to see in this position, but that is not required for the position:



Master's in Adult Learning / or Industrial Education and or Professional Certifications in field

Six Sigma Certification - Project Management Experience

Working knowledge in Microsoft Office advanced suite (e.g. Visio, MS project, MS Publisher, Access)

Working knowledge in Adobe Acrobat, WebEx and PageMaker

2-3 Years contact center or hospitality industry experience



3. Supervision Received - What amount of supervision does this job ordinarily require?



60% Job Supervision. This person will function independently but will be required to communicate with and report to the Learning & Development Manager on a regular basis.







4. Direct reports - How many direct reports is this position required to supervise? Titles of direct reports?

4 Trainers/Facilitators





5. Decision-Making - What are the nature and scope of independent decisions?



Ability to make decisions without first consulting a supervisor (e.g. Makes recommendations affecting learning, development and performance; Negotiates and makes adjustments to training plan as needed).