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The Learning Experience Leader designs and expands training and development programs, ensures compliance with statutory training requirements, and maintains training materials, while supporting the development of Roadside Assistance Specialists.

Manage and grow training programs and a team of up to 8 Learning Experience Leaders. Design, implement, and continuously improve onboarding, product-specific training, and certification programs. Maintain schedules and rosters, recruit and onboard trainers, set KPIs, observe and coach trainers, analyze evaluation data, coordinate with Recruiting and Operations, ensure health and safety training, manage resources and documentation, and drive training quality and speed-to-proficiency.

Conduct audits of calls/interactions, track quality metrics (CSAT/NPS, AHT, resolution rate), coach teammates, report performance, identify and escalate defects, support training and improvement initiatives, act as SME and participate in campaign projects.

Perform audits of calls/interactions and metrics (CSAT/NPS, AHT, Resolution Rate), coach teammates, report performance, identify defects and quality issues, support training and improvement initiatives, serve as SME, and participate in campaign projects to drive quality.

The Director of Strategic Growth leads business development for AI services, engages clients, collaborates across teams, and tracks market trends to drive revenue growth and develop custom AI solutions.

Manage day-to-day BPO operations to ensure consistent service delivery, lead and coach teams, optimize processes and workflows, track performance metrics, collaborate with stakeholders, and support continuous improvement and scalability.

Lead a team of senior leads and instructional designers to plan, deliver, and quality-assure large-scale training programs. Manage project intake, lifecycle, metrics (utilization, idle time, SLAs), client communications, QA/QC, and reporting for QBRs. Support onboarding, upskilling, and people management while ensuring ADA-compliant, data-driven, scalable learning solutions in regulated technical environments.

Manage day-to-day operations, including performance, billing, and PNL. Lead a high-performing team while ensuring compliance and driving KPI excellence in autonomous vehicle environments.

Lead the Learning Experience function to design, develop, and deliver multi-modal training and courseware. Oversee learning needs analysis, curriculum and media development, LMS administration, knowledge management, evaluation using Kirkpatrick levels, team hiring and development, budgeting, and cross-functional collaboration to improve performance and onboarding speed.

Lead global L&OD strategy, design and deliver leadership, technical and onboarding programs; partner with stakeholders to assess needs; coach leaders; manage an LnOD team, budget, vendors and LMS; define metrics and run impact analysis to improve retention, performance and organizational effectiveness across regions.