Senior Manager - Learning & Development

Overview

About the Role - We’re looking for a driven and strategic Senior Manager of Learning and Development to lead our Customer Experience (CX) Learning & Development (L&D) team. In this global role, you’ll oversee the learning strategy and execution for both outsourced and in-house call centers across the USA, APAC, EMEA, and LATAM. As the Head of L&D, you’ll manage a talented team—including Training Managers, an Instructional Design Lead, an L&D Program Manager, and L&D Associates—focused on designing and delivering impactful, engaging learning experiences that empower our call center agents and leaders to thrive.

About the Team - You'll be joining the L&D team within the Customer Experience (CX) organization which provides leadership, customer service, and tools training that directly impacts our agents, customers, and the business.

About the Job 

• Lead, coach, and develop a high-performing L&D team, fostering a culture of collaboration, continuous growth, innovation, and excellence.
• Design and implement a learning strategy aligned with the evolving needs of the Customer Experience (CX) organization.
• Build and scale a robust learning infrastructure that supports business growth and operational effectiveness.
• Define, monitor, and continuously improve key learning metrics and KPIs to ensure measurable impact.
• Drive the creation of learning solutions that directly enhance CX team performance and elevate the overall customer experience.
• Champion a culture centered on elevating the Instacart experience for customers, employees, and partners.
• Cultivate and maintain a high-engagement, high-performance environment where teams feel empowered and motivated to excel.
• Forge strong cross-functional partnerships to align learning initiatives with broader organizational goals.

About You

Minimum Qualifications

• Proven success leading matrixed teams while supporting both global and regional priorities.
• Exceptional influencing and stakeholder engagement skills, with strong presentation and communication abilities.
• Collaborative and culturally aware team player, skilled at building relationships across diverse geographies and backgrounds.
• Adaptable and proactive problem solver who thrives in fast-paced, ambiguous environments.
• Resourceful and solutions-oriented, leveraging creativity and emerging tools like AI to drive process improvement and innovation.
• Strong prioritization and time management skills; able to balance multiple initiatives while aligning team focus with high-impact objectives.
• Experienced navigating ambiguity and change, with a deep understanding of both local nuances and cross-functional dynamics.

Preferred Qualifications

• 10+ years of experience leading global and regional Learning and Development leaders and teams.
• Knowledge and proficiency in digital learning tooling and technologies, LMS platforms, Contact Center Tools such as Salesforce and Genesys.
• Experience with using data to assess training needs and report on training initiatives.
• Highly experienced in designing and implementing complex global strategies.
• Familiarity with the nuances of various regions, including main players in the learning fields.
• Excellent influencing, presentation, and communication skills.
• Experience collaborating with stakeholder teams, business leaders, and subject matter experts to design innovative learning solutions.
• Experienced working within an agile and design thinking model.