Learning Delivery Director

About the role

The Learning Delivery Director leads the planning, development, implementation, and measurement of global training programs. This senior position partners with internal stakeholders to ensure training aligns with revenue growth, operational performance, and compliance objectives.

Key responsibilities

• Plan, manage, and oversee delivery of new‑hire and ongoing training programs worldwide.
• Conduct detailed gap and needs analyses to define learning objectives and post‑training assessment initiatives.
• Partner with business units to support revenue targets and operational demands.
• Lead performance and compliance‑to‑plan reviews, providing actionable feedback.
• Drive special projects related to new business developments that require tailored training solutions.
• Maintain consistency in training design, delivery, and execution across multiple sites and regions.
• Create and report on business metrics as required.

Required profile

• 5+ years of experience in a people‑management role (manager level) within Operations or Training, preferably both.
• Strong understanding of contact‑center operations and key performance metrics such as AHT, CSAT, and FCR.
• Proven ability to lead training teams across multiple sites, countries, or regions.
• Demonstrated experience developing and executing strategic plans and managing complex projects.
• Excellent stakeholder management, communication, and influencing skills.
• Willingness to travel as business needs require and flexibility in scheduling.

Required skills