Vice President – Learning and Development

Stellenbeschreibung:

Develop and execute a multi-year global learning strategy aligned to business priorities, growth plans, client commitments, and workforce needs.
Establish the L&D operating model, including roles, decision rights, governance, standards, and accountability across countries, business units, and client programs.
Advise executive leaders on workforce capability, emerging skill needs, learning investments, and operational-readiness risks.
Translate business priorities into annual learning, resource, and measurement plans.
Lead learning strategies for new-hire training, nesting, onboarding, cross-training, upskilling, reskilling, and ongoing performance improvement.
Partner with Operations and Client Services to improve speed to proficiency, quality, productivity, customer experience, compliance, and program readiness.
Establish launch and transition playbooks for new clients, products, technologies, sites, and markets.
Identify capability gaps using operational data, quality results, learner feedback, and client insights, and drive corrective action.
Design and deploy leadership-development programs and career pathways for critical roles and high-potential talent.
Partner on succession planning, internal mobility, and leadership-pipeline development.
Strengthen manager capability to coach performance, lead change, develop talent, and build high-trust teams.
Lead adoption of LMS and learning-experience platforms, digital content ecosystems, knowledge tools, simulations, and learning analytics.
Establish an AI-enabled learning roadmap and develop capability in artificial intelligence, automation, analytics, and digital customer experience.
Set enterprise standards for instructional design, facilitation, assessment, certification, curriculum governance, and content management.
Oversee instructor-led, virtual, digital, blended, and self-directed learning experiences.
Establish a global learning scorecard measuring learning effectiveness and business impact.
Monitor metrics including time to proficiency, knowledge retention, quality, productivity, attrition, customer experience, completion, leadership effectiveness, and return on learning investment.
Provide performance reporting, insights, risks, and recommendations to executive leadership.
Own the L&D budget and vendor portfolio.
Build, develop, and retain a high-performing global L&D team.
Design an efficient organization with appropriate spans of control and clear site, country, and operational coverage.
Foster accountability, innovation, collaboration, inclusion, and continuous improvement.
Select, manage, and evaluate external learning partners, technology providers, consultants, and vendors.

Requirements

Bachelor’s degree in Learning & Development, Human Resources, Organizational Development, Business, Education, or a related field; equivalent experience will be considered.
12+ years of progressive Learning & Development, organizational development, talent development, or related experience, including significant senior leadership responsibility.
Demonstrated success leading learning functions across multiple geographies, business units, or large operational environments.
Experience developing and executing enterprise learning strategies that delivered measurable business and operational outcomes.
Strong experience supporting customer‑facing, operationally intensive, or high‑volume workforces.
Proven ability to translate business strategy into clear capability priorities, practical learning solutions, and measurable results.
Strong understanding of adult learning, instructional design, facilitation, leadership development, learning technology, and learning analytics.
Experience working effectively with senior executives, clients, and cross‑functional stakeholders.
Excellent communication, executive presence, change leadership, and talent‑development skills.
Preferred: Experience in BPO, customer experience, contact center, shared services, technology‑enabled services, or similarly complex service environments.
Preferred: Experience supporting a global, multicultural workforce across North America, Latin America, and the Philippines.
Preferred: Experience in healthcare, insurance, telecommunications, financial services, ecommerce, or other regulated and complex industries.
Preferred: Experience implementing or optimizing an LMS, learning ecosystem, or enterprise learning technology platform.
Preferred: Experience developing AI, automation, analytics, or digital‑transformation capability programs.
Preferred: Relevant professional certifications in talent development, instructional design, organizational development, or coaching.

Core Competencies

Demonstrates expertise in developing and executing global learning strategies aligned with business priorities, focusing on leadership development, instructional design, and learning technology. Proven ability to analyze capability gaps and drive measurable business outcomes through effective learning solutions.