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Learning and Development Director
hace 2 semanas
Raise the Bar for Customer Experiences with Oyster
Oyster is redefining global employment by offering unparalleled opportunities. As an Enablement Lead, you will shape and refine enablement programs for our Customer Experience (CX) organization.
About the Job:
- Formulate a strategic enablement roadmap that meets the skills and competencies of CX roles, driving personal and professional growth.
- Build customized enablement programs leveraging Oyster's performance management framework.
- Provide managers with the necessary tools, skills, and processes to excel in performance management.
- Collaborate with the GTM Onboarding Manager to ensure seamless integration between onboarding programs and employee experience.
- Strike a balance of training, coaching, and mentoring (70:20:10) in enablement programs.
- Partner with internal L&D experts and subject matter specialists to develop top-notch training resources and content.
- Evaluate the effectiveness of enablement programs, making iterative improvements to drive better outcomes.
- Regularly assess CX capabilities through collaboration with team leads, quality teams, shadowing, customer feedback, and business insights.
- Develop and facilitate a Customer Experience leadership program alongside colleagues from our central Learning and Development team.
- Work closely with Customer Experience leaders to define success metrics and KPIs for your team.
Your Qualifications:
- 5+ years of experience in designing, delivering, and maintaining world-class enablement programs tailored to diverse roles.
- 2+ years of managing learning and development resources.
- A proven track record of using effective evaluation methods to ensure enablement success.
- 3+ years of customer-facing experience in Success or Support.
- Able to engage diverse audiences through distributed toolsets, such as Zoom, Slack, Notion, Loom, etc.
- Experience defining metrics to measure success and reporting achievements.
- Highly collaborative approach with agility in navigating change and aligning teams around objectives.
The Perfect Fit:
- A highly motivated self-starter with a can-do attitude and problem-solving mindset.
- Excellent written and verbal communication skills.
- [BONUS] Formal learning design experience.
- [BONUS] Familiarity with agile team practices, tools, and frameworks.
