Job Description

Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises from startups to Fortune 500 companies.


The Learning Delivery (Operations) Manager is a key member of the Global eLearning Team, responsible for supervising a small team, managing instructor vendors, and driving quality improvements in virtual learning delivery. This role requires strong leadership, relationship management, and strategic oversight to ensure engaging, high-impact learning experiences.


What You'll Take On


Collaborate with business partners to ensure the relevance and effectiveness of the materials. Coordinate program delivery on a global scale, considering diverse needs and languages. Ensure that instructors are promoting an engaging and interactive classroom environment Define key performance indicators (KPIs) to measure program success and impact. Use data and analytics to continuously assess and improve the learning offerings. Collaborate with internal, client operations and learning teams various stakeholders, to understand learner requirements and incorporate feedback in the design and continuous improvement phases of a product. Manage learning expenses, ensuring cost-effective solutions. Oversee external vendors and internal resources as needed to deliver high-quality learning solutions. Develop strategies to drive the adoption of new learning initiatives and champion change management processes to ensure behavior changes are realized. Communicate program progress, updates, and outcomes to client, internal senior leadership and relevant stakeholders.


Instructor Vendor Sourcing & Development


Develop and implement the process of vetting new instructor vendors and coordinating instructor certification programs to ensure readiness to deploy client content. Create accounts in Arise learning management systems and authorizing appropriate levels of access. Refine quality monitoring programs specific to instructor performance in the virtual learning environment Complete a specified number of Quality evaluations per month for contract instructors based on the Phillips methodology. Deliver feedback and enhancement sessions with contract instructors. Develop and implement performance strategies for contract instructors Create alignment across the Lead Instructor population on Virtual learning classroom practices Execute pilot programs for new policies and procedures with contract instructors


Class Scheduling, Coordination & Implementations


Develop, implement, and report on strategies to flex across aggressive ramp intervals in cooperation with business operations and enrollment departments. Support new client program implementations in cooperation with business operations to develop ramp plans, instructor sourcing and instructor development. On occasion, travel to client locations and coordination with curriculum program managers is required. Demonstrate best practices and learning capabilities available as part of the Arise virtual platform Build and update class schedules for multiple client programs. Assist teams to identify and analyze performance trends. Drive initiatives that lead to continuous improvement associated with instruction and certification. Build and track the Project Specific Appendixes to ensure instructor vendors are contracted to provide services and their company receives service revenue in a timely manner. Coordinate with business operations and instruction vendors to distribute learning and production codes and distribute updated class materials. Communicate frequently with Customer Success Manager, Sr. Customer Success Managers, Independent Business Owners and their Service Partners to assure mutual understanding of, and agreement with, plans, initiatives, and schedules. Troubleshooting instructor vendor and learner issues that may arise during class. Make minor changes and updates to courses in Arise University.


Reporting & Analysis


Report weekly on class results (certification rates, learner trends, drop reasons, contract completion, etc.) and how certification program result impact production performance. Research data in response to inquiries from CRMs and others including rosters, assessment results, class results and performance results. Performing test resets in the learning management system. Other duties as assigned.


Qualifications


Bachelor's Degree Experience with one or more LMS systems that required online collaboration Experience leading large teams Staff management experience Experience managing a virtual group or audience (preferred) Flexibility to operate in a growing and changing business Desire to operate in an entrepreneurial environment Ability to analyze and evaluate data that comes from a variety of sources and make decisions and recommendations that are actionable and result in improvement outcomes. Ability to think strategically while maintaining strong attention to detail during execution A team player, with the ability to operate independently Webcasting systems (expert) MS Office
oExcel (intermediate)


oPowerPoint (high-intermediate/expert)