Learning Experience Change Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Create, implement, and manage comprehensive training programs.

• Achieve operational excellence by fostering competency development, enhancing process proficiency, and facilitating effective change adoption.

• Perform training needs assessments and assess baseline skills of agents.

• Identify competency gaps and align training curricula with client key performance indicators (KPIs).

• Collaborate with instructional designers and subject matter experts to create process maps, standard operating procedures (SOPs), and upskilling modules.

• Evaluate new-hire time to reach proficiency through assessments and KPI performance after 30–60 days.

• Establish continuous feedback mechanisms with operations, quality assurance (QA), and client leads to address performance and content deficiencies.

• Manage stakeholder communications during client transitions.

• Work together with client success teams, operations managers, and QA leads to mitigate workflow resistance.

⛳️ Requirements

• Minimum of 2 years of experience in RAD or ERT.

• Strong understanding of adult learning principles, including ADDIE and Kirkpatrick models.

• Familiarity with structured change management frameworks, such as Prosci/ADKAR.

• Excellent verbal and written communication abilities.

• Capability to convert complex client directives into clear, actionable floor-level practices.

• Skilled in tracking learning metrics, analyzing post-training performance trends, and measuring adoption KPIs.

• Willingness to travel 25–50% throughout the year.

🏝️ Benefits

• Competitive salaries within the industry.

• Comprehensive medical, dental, and vision insurance plans.

• 401(k) plan with company matching contributions.

• Paid time off that includes vacation, sick leave, and holiday pay.

• Supportive and inclusive work environment.

• Opportunities for professional development and internal mobility.

• Reasonable accommodations provided during the hiring process.