Senior Director, Learning and Development / Training

The Senior Director, Learning and Development/Training for Client Operations leads the design and implementation of high-impact and sustainable learning and development programs that improve the organization's capabilities to meet strategic and operational goals for Retail Client Operations. They will work in collaboration with other CAI, Retail, Inventory, Client Operations, and Contact Center leaders to ensure the strategy for onboarding, training, and knowledge management enables team members to support customers, lenders, OEMs, and consumers across all CAI, including Retail, Finance and Inventory brands. This role is also responsible for creating the strategy for external client training that is accessible and scalable in order to support revenue retention.
Leading L&D for over 1800 Client Operations employees, as well as 500+ frontline call center employees across CAI, this leader will work in seamless partnership with Client Operations Business leaders to meet organizational training needs, set strategic objectives and priorities, and create integrated learning and development plans that are scalable and sustainable. They will lead the strategy development and implementation of Cox Automotive's in-person and online training programs, securing outside vendors, employing metrics including feedback surveys to determine program successes and to improve offerings.
They will also establish standards, tools, best practices learning strategies for internal contact center agents inclusive of 3rd party vendors, certification of trainers, internal and 3rd party partners. The role will also actively lead the development of curriculum, integration of best practices and insights and creation of exercises and engagement to optimize call center agent and Client Trainer performance through learning and practical application.
Primary areas of responsibility include the following:

• Create strategy for Client Operations and Contact Centers training/learning and development
• Establish governance structure for learning and development initiatives and priorities
• Design and align learning process, approaches and systems with key strategic business objectives to enhance organization capabilities and client training delivery
• Establish KPIs, metrics and outcomes to assess effectiveness and efficiency of training programs
• Create holistic roadmap for technology, tools and third-party vendors that support Learning and Development for Retail Client Operations, and CAI Retail, Finance and Inventory Client Support employees and clients

LEARNING & DEVELOPMENT

• Develop strategic vision for training/learning and development for Client Operations employees and CAI contact center agents across the enterprise
• Establish Learning & Development roadmap for Client Ops and CAI Call Center Operations employee on-boarding and enablement which will deliver efficiencies through shared curriculum & content applicable across all client-facing roles
• Institute a governance structure for all Client Operations Learning & Development that supports the achievement of strategic business objectives, aligns resources and capabilities to meet and anticipate training needs in the long term
• Drive the achievement of business goals and effectiveness through the introduction of new learning technologies, methods and processes that enhance existing delivery & execution or create efficiencies within the organization
• Develop recommendations for capability requirements and capital investments utilizing subject matter and market expertise to support business case development; responsible for identifying, selecting and negotiating with key vendors/suppliers
• Drive best practices in Learning & Development across Client Operations, Retail and Inventory for both employees and external customers.
• Develop the strategic vision and roadmap for all revenue-retention client training, providing thought leadership and best practices for delivery of external client training, along with solutions related to complex service delivery challenges, ensuring the consistent and efficient delivery of a 5-star training to external customers at scale
• Creates the vision and strategy for developing employee capabilities that support a continuous improvement mindset and align with our 5-Star Service Strategy Initiatives that enhance and elevate our customer experience.
• Work across organization boundaries and partner with Client Operations and cross-functional leaders (i.e. Business Readiness, Sales, Performance Management, Marketing) to align learning & development activities to enable employee launch, implementation and support capabilities to ensure product success and a 5-star client experience
• Accountable for success of L&D programs for both employees and external clients; drives L&D processes that improve employee capability and skills
• Define, measure and report on KPIs, as well as develop action plans for risks and issues that arise; evaluate the effectiveness of programs and communicates ROI for programs and curriculums
• Collaborate with all CAI department product training SMEs and strategic partners in the development and implementation of customized programs.
• VOE & VOC: Keeps the voice and perspective of the customers, employees and agents present in the learning & development process for internal and external training.
• Leverage industry best practices to update to KPIs, benchmarks, and performance assessment resources to support client awareness and evaluation of improvement opportunities.

LEADERSHIP & INFLUENCE

• Fosters a high performing team culture focused on innovation, leadership, collaboration, and employee and customer experience.
• Motivates team to action to deliver complex solutions and ensuring the teams overall morale and productivity continue to improve
• Successfully collaborates across Cox Automotive business units and client organizations.

• Other duties as needed or required

Required Experience & Specialized Knowledge and skills

• Bachelor's degree in a related discipline and 12 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 10 years' experience; a Ph.D. and 7 years' experience in a related field; or 16 years' experience in a related field
• 7+ years' experience in a management or leadership role.
• Proven track record of successfully designing, implementing, and maintaining/enhancing organization-wide learning initiatives
• Experience managing an LMS and designing e-learning and blended learning programs.
• Executive presence
• Expert collaborator and motivator
• Expert in adult learning
• Delivers customer service support to clients and customer groups
• Exceptional verbal and written communication skills
• Ability to work in a fast paced, self-directed environment to meet aggressive timelines
• Highly proficient technical skills - experience managing remote team
• Exhibits a sense of urgency to solve problems and drive results
• Is committed to continued personal growth and development as well as for his/her team

Preferred:

• Master's degree in human resources, Organizational Development, Instructional Design, Education, or a related field is preferred.
• Bachelor's degree in related preferred.

USD 163,400.00 - 272,300.00
Compensation:
Compensation includes a base salary of $163,400.00 - $272,300.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.