Company Overview Humanly is a leading provider of outsourced digital services and next-generation customer experience to innovative technology companies. By leveraging a cloud-based infrastructure, we serve the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, and ridesharing. Job Title: Learning Experience Manager This key role involves overseeing the coordination, organization, and implementation of all training programs. The Learning Experience Manager will collaborate closely with Learning Experience Leaders and other site managers daily to ensure the quality of all programs and deliver world-class training for teammates and future leaders. Key Responsibilities: - Maintain training schedules for Colombia and Mexico sites to ensure transparency with other departments. - Update spreadsheets for rosters for Colombia and Mexico teams as employees are added or deleted. - Create seats for new training staff, including updated job descriptions, duties, and pay ranges. - Interview new training staff, assessing their skillset and cultural fit. - Onboard training staff with a comprehensive overview of Humanly's culture and job expectations. - Set clear job expectations with training staff, including all policies and procedures for training staff. - Evaluate training staff on their training skill sets, measuring KPIs and identifying areas for improvement. - Develop training staff and leadership through education and certifications in continued education. - Observe training classes to maintain excellence in performance. - Provide constructive feedback for coaching and mentoring each trainer. - Establish KPIs and standards for each quarter, setting goals for trainers. - Offer resources and tools to assist in creating excellent training materials. - Maintain electronic records of training staff information. - Analyze training evaluation forms to identify trends and patterns for improvement. - Develop and maintain training methodologies for the department. - Create training courses to educate current employees for potential higher positions. - Maintain strong communication with Recruiting and Operations to co-create a seamless pipeline-to-production cycle. Requirements: This role requires an individual with five years of training experience, two years of management experience, and two years of BPO experience. Strong written and verbal communication skills, as well as coaching and mentoring abilities, are essential. The ideal candidate will also possess a willingness to learn and adapt quickly, proficiency in Microsoft Office and Google Suite applications, and strong interpersonal and conflict management skills.