Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the Arise Platform is an innovative alternative to the traditional contact center, where brand champions support the brands they love, driving higher client and customer satisfaction. Named a top employer by the Sun Sentinel for 5 years in a row, and recently acquired by one of the largest and most respected Private Equity Firms in the world, Warburg Pincus, now is the time to join Arise.
The Director, Learning Delivery is a key leader within Arise and responsible for overseeing learning delivery efforts across our Client portfolio. The Director, Learning Delivery will lead a team of internal Learning Delivery Managers and work closely with a group of instructors of Independent Businesses and contractors to facilitate learning experiences for agents who service client companies. Additionally, the Director, Learning Delivery will provide thought leadership and direction on current certification best practices in the adult learning virtual space.
Specifically, the following describes the primary responsibilities of the Director, Learning Delivery:
- Lead the team of Learning Delivery Managers to determine the Client’s certification needs for agents
- Secure instructors to facilitate certification as per the client requirements
- Provide thought leadership and direction to the team of internal Learning Delivery Managers and instructors who are Independent Businesses and contractors to lead who are engaged to develop virtual courses , blended eLearning solutions, simulations, animations, and other learning solutions to meet Client needs.
- Ensure that the team of Learning Delivery Managers and Instructor Independent Businesses and contractors execute end-to-end course facilitation which includes instructor scheduling, course delivery, course attendance, self-pace assignments, validating assessments , maintaining class attendance and providing necessary technical support , to ensure desired certification results are achieved.
- Accomplish certification objectives as defined by Arise and or client agreements
- Examine and recommend changes to a Client’s approach to reflect the best practices used in our virtual delivery model.
- Collaborate with the Instruction Design to deliver on all facets of certification around schedules, budget, and quality goals. This includes new client launches and reskilling efforts.
- Develop project plans, schedules, and objectives; establish and achieve certification and financial objectives by preparing a project budget; schedule and approve expenditures; analyze variances and initiate corrective actions as needed.
- Keep skills current in the Facilitation space by tracking industry advances, participating in educational opportunities, reading professional publications, maintaining personal networks, participating in professional organizations, and representing Arise in the industry.
- Work with the team of internal Learning Delivery Managers to develop project agreements for each new project when necessary.
- Implement solutions by monitoring project progress, tracking action items, and implementation reviews, and examining, researching, and resolving issues and escalate issues with recommendations to appropriate levels.
- Build relationship with Clients while managing expectations, communicating project status, and resolving open issues. Respond to Client concerns, prepare reports, conduct reviews, and participate in Client meetings.
- Lead performance quality analyses of new and existing certification courses to ensure quality standards as well as Arise standards are upheld.
- Complete post-production work (e.g. make recommendations to improve results, identify work process improvements, develop and coordinate project controls and associated performance metrics to measure success).
- Coordinate the team of internal Instructional Design Project Managers and Instructional Design Independent Businesses and contractor resources to ensure the appropriate amount of time is spent on projects and help prioritize workload when the project conflicts with other job duties or projects.
- Other duties as assigned.
- This position manages an internal team of Arise Learning Deliver Managers.
- This is a virtual, work-from-home opportunity with minimal travel required.
The performance of the Director, Learning Delivery will be measured as follows:
- Arise company success metrics
- Certification rates
- Interim and project completion deadlines met
- Support and drive key initiatives to increase certification rates, performance, and agent results
- Build and maintain a pool of high quality facilitators of Independent Businesses and contractors
- Serve as the thought leader in facilitation of the virtual learning environment
The Director, Learning Delivery, will also possess the following qualifications:
- Because of the virtual, work-from-home nature of this opportunity, prior experience in working from the home environment is a plus.
- Advanced interpersonal and leadership skills are necessary for success in this role.
- Superior verbal and written communication skills and expert problem-solving and negotiation skills.
- Demonstrated confidence in internal and Client-facing meetings and presentations.
- Bachelor’s Degree and 3-5 years of experience in a leadership role in management
- Proven ability to complete robust Analysis
- Strong training measurement and evaluation skills (the Kirkpatrick and/or Phillips model) considered a plus.
- Experience with online learning delivery platforms and learning management systems.
- Experience with risk analysis.
- Strong analytical, teamwork, problem solving, negotiation and time management skills are necessary.
- High-level consultancy skills.
- Must be proficient with Microsoft Office Suite, Project, Visio, web authoring tools, and virtual classroom delivery platforms.
When smart creative and passionate people get together, the results are astounding and the opportunities limitless.
Achieve your potential at Arise.
Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V.
