Senior Director, Learning and Development​/Training

Overview

Company Cox Automotive - USA

Job Family Group People Solutions

Job Profile Sr Dir, Learning & Development / Training

Management Level Sr Director

Flexible Work Option Hybrid - Ability to work remotely part of the week

Travel % Yes, 15% of the time

Work Shift Day

Compensation Compensation includes a base salary of $ - $. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

The Senior Director, Learning and Development/Training for Client Operations leads the design and implementation of high-impact and sustainable learning and development programs that improve the organization's capabilities to meet strategic and operational goals for Retail Client Operations. They will work in collaboration with other CAI, Retail, Inventory, Client Operations, and Contact Center leaders to ensure the strategy for onboarding, training, and knowledge management enables team members to support customers, lenders, OEMs, and consumers across all CAI, including Retail, Finance and Inventory brands.

This role is also responsible for creating the strategy for external client training that is accessible and scalable in order to support revenue retention.

Leading L&D for over 1800 Client Operations employees, as well as 500+ frontline call center employees across CAI, this leader will work in seamless partnership with Client Operations Business leaders to meet organizational training needs, set strategic objectives and priorities, and create integrated learning and development plans that are scalable and sustainable. They will lead the strategy development and implementation of Cox Automotive’s in-person and online training programs, securing outside vendors, employing metrics including feedback surveys to determine program successes and to improve offerings.

They will also establish standards, tools, best practices learning strategies for internal contact center agents inclusive of 3rd party vendors, certification of trainers, internal and 3rd party partners. The role will also actively lead the development of curriculum, integration of best practices and insights and creation of exercises and engagement to optimize call center agent and Client Trainer performance through learning and practical application.

Primary areas of responsibility include the following:

• Create strategy for Client Operations and Contact Centers training/learning and development
• Establish governance structure for learning and development initiatives and priorities
• Design and align learning process, approaches and systems with key strategic business objectives to enhance organization capabilities and client training delivery
• Establish KPIs, metrics and outcomes to assess effectiveness and efficiency of training programs
• Create holistic roadmap for technology, tools and third-party vendors that support Learning and Development for Retail Client Operations, and CAI Retail, Finance and Inventory Client Support employees and clients

LEARNING & DEVELOPMENT

• Develop strategic vision for training/learning and development for Client Operations employees and CAI contact center agents across the enterprise
• Establish Learning & Development roadmap for Client Ops and CAI Call Center Operations employee on-boarding and enablement which will deliver efficiencies through shared curriculum & content applicable across all client-facing roles
• Institute a governance structure for all Client Operations Learning & Development that supports the achievement of strategic business objectives, aligns resources and capabilities to meet and anticipate training needs in the long term
• Drive the achievement of business goals and effectiveness through the introduction of new learning technologies, methods and processes that enhance existing delivery & execution or create efficiencies within the organization
• Develop recommendations for capability requirements and capital investments utilizing subject matter and market expertise to support business…