Director, Learning Support

Arise Virtual Solutions is a pioneer in the virtual customer experience management space. We connect thousands of contracted Service Partners who work from home with well-known, Fortune 500 brands and other large companies to provide customer service support on demand. To ensure all Service Partners have a clear understanding of the Brand’s program and all that is needed to deliver best-in-class customer support, Arise delivers a virtual learning program beyond compare.

Our Core Values:

• Relentlessly Pursue Excellence
• Empower People & Partners
• Make a Difference
• No Boundaries
• Embrace Possibilities

The Director of Learner Support is a member of the global learning center of excellence team responsible for the overall new learner production (post class) and analysis of the learner experience which includes the execution and creation of standards and processes for all new learner programs offered at Arise and via the Arise® Platform. This includes but is not limited to the overall post learner class journey, applying curriculum content, exceeding internal and client metrics/QA, identifying root causes of performance deficiencies and establishing strategies that drive meeting proficiency timelines. Ownership of the creation and execution of blended/bridge week experiences that drive results to achieve both client and internal KPIs. Work collaboratively with Learning Design Director to provide measurable curriculum changes, Learning Delivery Director to provide measurable facilitation changes, and Customer Success Directors to achieve production SOW attainment goal.  Provides leadership of key managers and support staff responsible for the performance and measurable outcomes of the entire post learning journey. 

Responsibilities: 

• Demonstrate strong leadership, organization and critical thinking to build and foster a high performing post learning focused team that is results driven.
• Achieve functional excellence by creating and implementing processes related to hiring, contracting, training, scheduling, communication, quality assurance, performance tracking/reviews and progressive discipline management.
• Collaborate with all Arise functions and external clients to ensure the consistent delivery of learner experiences based on expected outcomes.
• Deliver best in class learner application experiences by creating and maintaining holistic speed to proficiency learner journeys for each program that are documented, measurable, incorporate proven adult learning application skills that are designed to consistently exceed goals.
• Maximize current digital technologies to create engaging, effective learner support experiences that reinforces curriculum application to demonstrate desired behaviors.
• Demonstrate financial acumen through proactive management of departmental budget, including controlling costs. 
• Analyze data to create effective, consistent solutions as required to drive the learner application experience, aligned with company and client KPI’s
• Implement and maintain standards and processes that ensure client expectations on the program, performance and revenue goals are met, and exceeded consistently.
• Maintain and optimize on-going relationships with a wide variety of clients.
• Consistently meet and exceed enterprise learning retention goals
• Act as a brand champion for our clients, Arise and the Arise®Platform, through the learner experience and during business development opportunities.
• Other duties as assigned

Qualifications:

• Bachelor’s degree or equivalent in experience 
• Six Sigma 
• 7+Years in a Leadership role, 2+ years Director level experience preferred (Data Science/ Contact Center Operations background desirable) 
• Proven ability to develop and lead a virtual team of 10+
• Demonstrated success managing large, global production programs with multiple offerings and KPIs simultaneously
• Experience working with contracted labor or teams, third party vendors and clients
• Proven ability to meet stringent deadlines through multi-tasking, and ability to work effectively in high pressure situations
• Ability to demonstrate Emotional Intelligence, building effective relationships with others
• Demonstrated skill in delivering on high standards of quality learning experiences to internal and external stakeholders and clients
• Demonstrated ability to create and execute innovative retention solutions, standards and processes that drive results
• Experience with instructional design and adult learning practices
• Master Facilitation skills preferred, experienced with train-the-trainer, virtual a plus  
• Proficiency with Microsoft applications (Outlook, Excel, Power Point, Share Point, Teams, Word, Power BI)
• Experience with Learning Management Systems (gamification a +)
• Experience delivering and executing proven solutions impacting the learning experiences leveraging the ZOOM platform preferred
• Experience creating communications to large global audiences to support effective learning outcomes
• Effective communicator in a high pressure, fast paced work environment. Proven decision maker in pressure situations

Competitive Compensation and Benefits which include:

• Joining a diverse group of awesome individuals Making a Difference every day
• ~70% of your Health/ Dental/ Vision/ Flex Spending Benefits paid by Arise
• 401k – 40% match starting on day 1
• Tuition Assistance Reimbursement of $4,000 each year!
• Flexible Time Off- Take ownership of your time, workload, and results 
• 9 holidays and 1 Diversity Day
• Maternity & Paternity Paid Leave
• Life and Disability Insurance 100% paid by Arise
• Work hard AND have FUN! We play a lot at Arise.

When smart creative and passionate people get together, the results are astounding and the opportunities limitless! Achieve your potential at Arise.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V