Salary Range: $97,000.00 - $145,000.00 per year.
Pay Transparency Statement: The base salary range represents the low and high end of the anticipated salary range for this position across our US locations. The "pay scale" provided is a good faith estimate of the range the employer reasonably expects to pay for the position at the time of hire. Actual salary will be determined based on various factors including, but not limited to, the candidate's qualifications, experience, skills, and specific geographic location.
Benefits: We offer a comprehensive benefits package including medical, dental, and vision insurance; 401(k) with company match; and paid time off including vacation, sick leave, and holidays.
Application Window: This position is expected to remain open until . We recommend that interested candidates apply within 7 days of the posting date to ensure consideration.
Job Description: The
Learning Experience Change Manager is responsible for designing, delivering, and overseeing comprehensive training programs to ensure operational excellence. This role bridges the gap between client requirements and frontline execution, focusing on competency development, process proficiency, and successful change adoption within high-volume operational environments.
Core Competencies
- Strong Communication and Relationship Building: Proven ability to communicate effectively across diverse teams and organizational levels. The LXM must understand stakeholder needs and translate them into actionable plans while proactively facilitating organizational change.
- Subject Matter Expertise: Acts as a product and process expert, maintaining up-to-date knowledge of the latest policies and procedures. Serves as a primary resource for cross-functional teams, providing confident guidance and resources.
- Project Management: Capable of coordinating complex projects, including scheduling and cross-team communication. Maintains end-to-end oversight of project durations and pivots proactively to mitigate potential pitfalls.
Key Responsibilities
- Training Needs Assessments (TNA): Evaluate baseline agent skills, map out competency gaps, and align curriculum with client Key Performance Indicators (KPIs).
- Content Oversight: Partner with instructional designers and subject matter experts to build process maps, Standard Operating Procedures (SOPs), and upskilling modules.
- Change Readiness & Adoption:
- Measure new hire speed to proficiency via assessments and 30-60 day KPI performance after new hire.
- Establish feedback loops with operational, QA, and client leads to address performance and/or content gaps in new hire training, IKBs, and documented policies.
- Coordinate stakeholder communication to ensure alignment during client transitions.
- Stakeholder Management: Collaborate with client success teams, operations managers, and QA leads to address workflow resistance.
Qualifications
- Experience: 2 years RAD or ERT experience
- Methodologies: Strong grasp of adult learning principles (ADDIE, Kirkpatrick) and structured change frameworks (Prosci/ADKAR).
- Communication: Exceptional verbal and written skills to translate complex client directives into digestible floor-level habits.
- Data-Driven: Proficiency in tracking learning metrics, post-training performance curves, and adoption KPIs.
