About Us
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.
Summary of Responsibilities:
This position leads a team of Learning Managers and Learning Specialists/Flex Learning Apprentices supporting the training needs and performance for multiple accounts, lines of business or sites.
Develop and execute a comprehensive learning and development strategy aligned with organizational goals.
Lead a team of learning professionals, providing guidance, mentorship, and performance management.
Provides growth and development opportunities for direct reports and ensures that a robust pipeline of talent exists
Ensure training programs are grounded in adult learning theories, best practices, and adherence to internal and external processes and compliance requirements.
Implement robust evaluation methods to assess the effectiveness of training programs
Analyze data and feedback to drive continuous improvement in learning experiences and outcomes, providing recommendations to cross-functional partners and clients to improve KPIs
Build partnerships with internal stakeholders and clients to maintain effectiveness of training programs based on feedback through consistent communication and engagement.
Constantly and proactively coordinate with WFM, Talent Acquisition, Operations and Finance teams to understand and anticipate ramps and training needs, ensuring that training plans for all client ramps are planned and executed timely
Track associate performance by assessing and monitoring learning curve to ensure positive trend based on historical data
Ensure that all programs provide a positive, empowering, engaging learning experience
Position Qualifications:
Bachelor's degree in business, or related field or equivalent in directly related work experience
10+ years’ experience in Training and management experience, coaching, mentoring and developing others in a complex, fast-paced environment
Experience in the BPO industry is a plus
Solid understanding of training processes and best practices for adult learners
Proven ability to convert intellectual theories and approaches into deliverable products
Experience assessing organizational needs, designing/developing solutions and implementing/evaluating initiatives
Strong leadership skills and experience managing a large team (virtual and/or on-site)
Strong organization and project management skills with the ability to manage multiple projects and priorities simultaneously
Proven ability to foster strong partnerships and gather support across multiple internal and external stakeholders
Good judgment and strong problem-solving skills, research skills and decision-making skills.
Excellent listening, oral, and written communication and presentation skills and the ability to express thoughts clearly and simply, using data to influence outcomes
Able to manage client-facing meetings
Working knowledge of MS Office Applications (Word, Excel, PowerPoint)
Ability to coach, motivate and promote collaboration
Salary Range
The base pay range for this position is up to $ 76,405 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.
Pre-employment Requirements:
Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.
Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.
