Director, Operations Excellence

This individual will leverage significant Operational experience and collaborate with leaders in Operations and other departments to identify learning opportunities, to build effective learning and development content and programs, and to measure the success of such programs that help drive individual, team, and business performance across multiple platforms. Additionally, this individual will partner with Continuous Improvement and HR to drive development, engagement, and retention of employees throughout the organization.

Key Job Responsibilities

Drive the strategic direction of the learning and development function to deliver engaging learning experiences, continuous improvement, and optimal business results.

Evaluate existing training programs for impact and alignment with functional needs.

Research and evaluate new learning theories, resources, and innovations to enhance our L&D capabilities; provide thought leadership and recommendations on effective development practices.

Identify, design, develop, implement, and facilitate learning and development programs and initiatives utilizing various platforms to improve the performance and engagement of our people, with a primary focus on service excellence and customer experience, based on current and future capability requirements.

Keep up with both business and functional knowledge; collaborate with internal and external resources to deliver best-in-class development programs to team members while applying adult learning principles.

Analyze past- and current-year training requirements to prepare an annual budget.

Craft engaging communications about training programs to encourage participation and highlight the value.

Mobilize executive management to champion training and organizational development initiatives.

Ensure overall training integrity through monitoring, feedback, testing, evaluation and ongoing analysis of key metrics, including ROI; recommend appropriate adjustments.

Evaluate program effectiveness and ensure that programs support the overall strategy.

Cultivate and manage outside vendor relationships as needed.

Manage and lead enterprise-wide training projects.

Oversee the development of training materials and aids to support and reinforce learning objectives.

Develop and lead change management initiatives and new program/system deployment strategies.

Work with managers and team members to solve specific training challenges both through one-on-one interaction and group learning to improve both organization and individual performance.

Oversee all field learning nationally by leading a team of direct reports locally and in the field and by building an internal network of trainers.

Education and/or Experience Required

Bachelor’s degree required; Master’s degree in Business, Human Resources, Adult Education, Instructional Design or related field or combination of education and experience preferred.

Minimum ten (10) years of progressive Operations experience

Experience in learning and development.

Experience with an eLearning / LMS platform preferred

Excellent coaching and mentoring skills, particularly remote employees.

Expertise with Google Suite (Mail, Calendar, Sheets, Documents, Presentation, etc.)

Required Skills/Abilities

Proven track record of driving operational performance and achieving strategic objectives.

Strong financial acumen and experience managing budgets.

Demonstrated ability to think strategically and understand business plans, and to relate those plans to organization development programs.

Proven change leadership/change management skills.

Strong business acumen, including the ability to present a business case, and understand core metrics and multi-site challenges.

Proven ability to complete a full learning cycle (assessment, plan, develop, coordinate, monitor and evaluate).

Demonstrated project management capabilities, problem-solving skills, ability to manage multiple projects, and flexibility to change with the needs of the business.

Excellent communication and presentation skills; influencing, negotiation and facilitation skills to maintain collaborative relationships with vendors, executives, internal customers, etc.

Sound judgment, strong principles, and the ability to exercise tact, discretion, and diplomacy.

Proven knowledge of adult learning concepts, training and development theories and techniques, and organization development.

Ability to engage with team members at all levels of an organization, from shop personnel to senior executives.

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

The physical demands of your job must be met to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the job.