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About Careerpulse
Careerpulse is a global leader in next‑generation customer experience solutions, delivering seamless, data‑driven support across a wide spectrum of industries—from e‑commerce and fintech to logistics and healthcare. With a mission to transform every customer interaction into a memorable, friction‑free experience, we empower teams worldwide to deliver excellence at scale. Our culture is built on curiosity, collaboration, and a relentless pursuit of innovation. If you thrive in a fast‑moving environment where your ideas shape the future of customer support, Careerpulse is the place for you.
Why This Role Matters
Customer experience is the heartbeat of Careerpulse’s success. Our support operations team is the frontline that turns challenges into opportunities, ensuring that every consumer, partner, and internal stakeholder feels heard, valued, and empowered. As the Senior Manager – Customer Experience & Learning & Development Strategy Lead, you will be the architect of learning programs that elevate our support teams, drive measurable performance gains, and reinforce Careerpulse’s reputation as a world‑class service provider. Your work will directly influence customer satisfaction scores, agent engagement, and the overall efficiency of our support ecosystem.
Key Responsibilities
- Strategic Leadership: Own the learning & development (L&D) strategy for all customer‑facing teams, including agents, partners, and new business verticals. Translate Careerpulse’s customer experience vision into actionable, scalable learning initiatives.
- Program Design & Execution: Partner with L&D operations to design, develop, and roll out high‑impact training programs—ranging from onboarding modules to advanced skill‑building workshops—tailored to specific audience segments.
- Data‑Driven Decision Making: Leverage automated quality assurance (QA) metrics, AI‑derived insights, and performance dashboards to identify learning gaps, prioritize interventions, and measure program effectiveness.
- Stakeholder Collaboration: Serve as the primary L&D liaison for cross‑functional teams, including Vendor BPOs, Quality Assurance, Workforce Management, Knowledge Management, and internal support operations. Foster strong relationships to ensure alignment on learning objectives and resource allocation.
- Roadmap & Prioritization: Own the L&D project roadmap, balancing short‑term operational needs with long‑term strategic priorities. Use data and stakeholder input to set realistic timelines and success metrics.
- Continuous Improvement: Analyze program outcomes, conduct post‑implementation reviews, and iterate on content and delivery methods. Champion a culture of learning by sharing insights, best practices, and lessons learned across the organization.
- Performance Measurement: Correlate agent performance metrics with learning program outcomes. Present findings to senior leadership, recommending adjustments to training or support processes as needed.
- Operational Excellence: Ensure that all learning initiatives are delivered on time, within budget, and meet Careerpulse’s quality standards. Manage vendor relationships, negotiate contracts, and oversee the execution of external training partners.
- Team Development: Mentor and grow a high‑performing L&D team, fostering a collaborative environment that encourages innovation, accountability, and professional growth.
Essential Qualifications
- 5+ years of progressive experience in learning & development, with a proven track record of designing and delivering large‑scale training programs in a high‑volume support environment.
- Strong background in call center leadership or BPO management, demonstrating deep understanding of agent workflows, performance metrics, and operational challenges.
- Hands‑on experience as a trainer or instructional designer, with a portfolio of successful learning solutions that have driven measurable improvements.
- Advanced analytical skills: proficiency in SQL, Excel/Google Sheets, and data visualization tools. Ability to pull, clean, and interpret data from multiple sources to inform decisions.
- Project management expertise, including experience with Agile or similar methodologies, to manage complex, cross‑functional initiatives.
- Excellent written and verbal communication skills, capable of distilling complex concepts into clear, actionable insights for diverse audiences.
- Demonstrated ability to build and sustain productive relationships with internal stakeholders and external vendors.
- Strong focus on quality, continuous improvement, and a passion for delivering high‑impact learning experiences.
Preferred Qualifications
- Experience in a fast‑growing tech or fintech company, with exposure to AI‑driven customer support solutions.
- Background in management consulting, finance, or private equity, providing a strategic lens on business operations and performance optimization.
- Knowledge of adult learning principles, instructional design frameworks (e.g., ADDIE, SAM), and modern e‑learning platforms.
- Familiarity with learning management systems (LMS) and content authoring tools such as Articulate Storyline, Adobe Captivate, or similar.
- Experience leading a diverse, geographically distributed L&D team.
- Certifications in project management (PMP, ScrumMaster) or instructional design (e.g., ATD, CPLP).
Core Skills & Competencies
- Strategic Thinking: Ability to align learning initiatives with Careerpulse’s business goals and customer experience strategy.
- Data Literacy: Comfortable turning raw data into actionable insights and performance metrics.
- Collaboration & Influence: Skilled at building consensus across functional teams and influencing decision‑makers.
- Adaptability: Thrives in a dynamic environment, quickly pivoting priorities as business needs evolve.
- Innovation: Constantly explores new learning technologies, methodologies, and content formats to stay ahead of industry trends.
- Leadership: Inspires and develops a high‑performing team, fostering a culture of accountability and continuous learning.
- Customer‑Centric Mindset: Deep empathy for both agents and customers, ensuring training solutions address real‑world challenges.
Career Growth & Learning Opportunities
At Careerpulse, your career trajectory is as dynamic as the markets we serve. As the Senior Manager of Customer Experience & L&D, you will:
- Lead cross‑functional initiatives that shape the future of customer support across multiple verticals.
- Mentor a growing team of L&D professionals, providing coaching, career guidance, and skill development.
- Collaborate with senior leaders on strategic projects, gaining exposure to executive decision‑making.
- Participate in Careerpulse’s leadership development programs, including rotational assignments and executive coaching.
- Contribute to industry conferences, webinars, and thought‑leadership content, establishing yourself as a subject matter expert.
Work Environment & Culture
Careerpulse is built on a foundation of trust, transparency, and continuous improvement. Our culture encourages:
- Open communication across all levels, with regular town halls, Q&A sessions, and feedback loops.
- Innovation labs where teams experiment with new tools, processes, and ideas.
- Inclusive hiring practices, ensuring diverse perspectives drive our solutions.
- Flexible work arrangements, including remote and hybrid options, to support work‑life balance.
- Community engagement initiatives, such as volunteer days and sustainability projects.
Compensation & Benefits
While specific figures vary by location and experience, Careerpulse offers a competitive total rewards package that includes:
- Base salary commensurate with market rates and your experience.
- Performance‑based bonuses tied to individual and team metrics.
- 401(k) plan with employer matching.
- Comprehensive health, dental, and vision coverage.
- Generous paid time off, including 16 weeks of parental leave and 11 paid holidays.
- Wellness stipend, commuter benefits, and mental health resources.
- Professional development budget for certifications, conferences, and continuing education.
- Employee assistance program and life insurance options.
How to Apply
Ready to shape the future of customer experience at Careerpulse? Click the link below to submit your application and join a team that values innovation, impact, and personal growth.
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