Manager, Learning Delivery

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 Manager is a key member of the Global eLearning Team, demonstrating thought leadership, relationship management and quality improvement for instructor vendors.

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
  • Excel (intermediate)
  • PowerPoint (high-intermediate/expert)

Skill Set:

• Relationship Building and Effective Communication
  • Client Presence - Being able to represent Arise and our model and negotiate the needs of the client. This means taking the demands and restrictions of the client and curriculum and translating them into a learning process that results in successful production performance and is compatible with the Arise virtual platform
  • Executive presentations
• Project Management
  • Create project plans outlining task completion timelines and success measurements
  • Identify root cause of performance trends and address by developing and implementing action plans
  • Achieve department objectives within budget constraints
  • Report to the Global eLearning management team on: project progress, barriers, work around solutions, and next steps.
• Process Building
  • Improvement of processes and procedures for certification department
  • Standardization and implementation of new and improved certification processes and procedures
• Cost Monitoring
  • Forecasting
  • Budgeting

When smart creative and passionate people get together, the results are astounding and the opportunities limitless! Achieve your potential at Arise.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V