Lead Specialist, Program Management & Quality Assurance

Holland America Line Inc   •  

Seattle, WA

Industry: Hospitality & Recreation


5 - 7 years

Posted 51 days ago

Job Detail

As a member of the Learning & Development (L&D) team, the Lead Specialist, Program Management & Quality Assurance is responsible for documenting L&D program-related supporting documentation (Program Guides and Standards) and is in charge of developing and maintaining an effective monitoring and evaluation system for Holland America Group learning programs and initiatives.


  • Develops and maintains program documentation for shipboard training, learning programs and learning operations across HA Group brands
  • Provides recommendations for continuous improvement of learning content and program effectiveness, based on feedback from shipboard L&D Managers and other relevant stakeholders
  • In collaboration with the Content & Instructional Design team, helps to prioritize incoming learning and training needs; finding ways to standardize when possible across the group without it impacting quality of individual brands
  • Supports implementation of new shipboard learning programs
  • Manages internal procedures for conducting ongoing results-focused measurement and assessment of HA Group learning programs and initiatives
  • Manages the design and implementation of strategic learning evaluation plans
  • Partners with key stakeholders to determine appropriate metrics and benchmarks for the success of learning initiatives
  • Oversees the use of evaluation as a tool in accomplishing program/project objectives; Ensures that data is being collected accurately, analyzed appropriately and adapted as needed
  • Regularly reviews data collection processes, performs data quality assessments, and makes adjustments as needed
  • Produces monthly, quarterly, semi-annual and annual reports to HA Group HR directors and managers
  • Acts as back-up to the Manager, Learning Operations, when required
  • Analyzes proposed program/project initiatives to ensure inclusiveness and avoid unintended impact or barriers to full engagement


  • Bachelor's degree or a combination of experience and education
  • Minimum of 5 years professional experience in a Learning & Development capacity
  • Certified ROI Professional designation or equivalent considered a strong asset
  • Knowledge of the major evaluation methodologies (e.g., qualitative, quantitative, mixed method, and impact) and data collection and analysis methodologies
  • Experience in planning and managing surveys
  • Experience developing and refining data collection tools
  • CPLP designation considered an asset
  • Advanced skills in Microsoft Office Suite (Excel and PowerPoint)
  • Excellent knowledge of English grammar and spelling
  • Able to meet deadlines; flexible to changing priorities and projects
  • Detail-oriented.