Learning Program Manager - Customer Service

What you’ll do

• Uses instructional design background to craft compelling learning content, experiences and materials including new Canvanauts’ systems access, training tools, and other needs as outlined by the specialization.
• Creates and launches projects and initiatives with multiple moving pieces and partners specifically. Ensure the team's performance is at par if not exceeding customers' expectations.
• Define learning design principles in alignment with Canva U's Learning & Development Framework
• Establishes relationships with specialization including vendor partners to steer all things learning, including but not limited to onboarding and up-skilling.
• Develops effective evaluation and testing techniques to assess the overall performance of the specialization while constantly improving their development and experience.
• Partners with the Quality and Content teams to ensure that critical learning points and support needed are captured, provided, and operationalized.
• Conducts training needs analyses and develops training programs and strategies that will aid the continuous learning of vendors.
• Back-up in facilitating the transfer of knowledge which may involve training of subject matter experts, quality personnel, coaches, vendors trainers, vendor managers, and anyone else involved in specialist development.

About you

• 5+ years of successful record within a senior-level trainer role, displaying knowledge of varying training methods (familiarity with various training software is also a huge plus!).
• A solid understanding of curriculum-based learning, complete with the ability to design & launch curriculums.
• Extensive project management skills and experience delivering sophisticated projects involving multiple collaborators and moving parts.
• A passion for execution and seeing projects through end to end.
• In-depth understanding of the long-term impact of learning and development for vendor partners and the business.
• A sharp eye for identifying training needs across multiple levels and roles within customer service.
• Emphasizes results-based performance, deeply understanding and outlining impact on company goals and global priorities.
• Experience-based leadership ability; can raise blockers and obstacles, handle difficult conversations, and empower others for timely resolutions with little to no supervision.
• Clear, succinct, and structured communication skills, with a laser focus on ensuring alignment across all touchpoints with relevant team members
• Organized and can navigate both complexity and ambiguity, specifically toward balancing multiple tasks, tools, and materials simultaneously.
• Flexibility and adaptability; can thrive in ambiguity and self-initiate mapping out alternative solutions.