Learning Manager

Job description

- Position Summary

The Learning Manager will oversee GPGS hub training activities, processes, and initiatives across Colleague Training, including induction, new hiring training, specialty team training. on the job learning and training delivery in addition to holding responsibility for quality strategies and initiatives and being a champion of Hyatt’s Interaction Standards and Net Promoter Score (NPS) Survey Program. The Learning Manager partners with Operations to constantly evaluate training effectiveness, explore ways of learning and develop activities and programs that will help to make learning effective and fun along with using both internal and external experience survey experience and quality scores to plan and execute service quality initiatives to drive memorable and personalized experiences for our guests and customers. The Learning Manager leads a team of Trainer/QA and is responsible for the development and performance in delivering learning goals and objectives.

- Experience

Minimum 5 years in a contact center training or operations management capacity, within minimum 2 years in a leadership role

- Education

Bachelors degree in Human Resources or related field

- Certificates, Licenses, Registrations

Prefer certifications related to Learning & Development, eLearning, or design functions.

- Computer Skills Needed to Perform this Job

Require 5+ years experience with general Microsoft Office (Word, Excel, and PowerPoint) applications - intermediate to advanced proficiency preferred.

Minimum 6 months experience with the Hyatt reservation system (Reserve) is preferred.

Strong intuitive sense of new technology and can efficiently leverage resources to learn is preferred.

Exposure to photo/image editing and/or video editing applications is preferred.

Exposure to social media applications, Articulate Storyline or Microsoft Project Management is preferred.

- Additional Comments and Requirements

Require exemplary communication skills (oral, written, and listening).

Require strong analytical and problem-solving skills with attention to the smallest of detail.

Require strong time management, event management, and prioritization skills.

Require strong presentation and facilitation skills.

Works well with others and is able to work effectively and efficiently within a team.