About LRN:
Do you want to use your passion to lead teams to help our clients around the world do the right thing?
LRN is a SaaS based e-Learning provider with a presence across US, EMEA, APAC and LatAm. More than 2,800 companies worldwide (including some of the world’s most recognizable brands) utilize LRN services and leverage LRN e-learning courses to help navigate complex regulatory environments and foster ethical, responsible, and inclusive cultures. In partnership with LRN, companies translate their values into concrete corporate practices, training materials, and leadership behaviors that create a sustainable competitive advantage. By acting upon shared values, companies and their people find the means to out behave and outperform.
About the role:
LRN is seeking an experienced People Manager to play a Lead role in the Professional Services team as a part of our growing global Delivery Function. This role will be responsible for overseeing the work of the Services part of the Professional Services team, who deliver Library course customization projects. We are seeking a professional who is collaborative, has a passion for managing people and projects, creative with a keen interest in eLearning and is commercially and technologically astute.
Key Responsibilities:
Project Management:
- Oversee portfolio of multiple customer facing Library customization projects from inception to completion, ensuring projects are delivered on time, within scope, and on budget.
- Coordinate with stakeholders to understand requirements and align project goals with business objectives.
- Identify project risks and develop mitigation strategies to ensure smooth execution.
- Implement and manage project changes and interventions to achieve project outputs.
- Manage project escalations sometime with clients and perform associated root cause analysis leading to continuous improvement.
- Interface with Clients to strengthen relationships and resolve ongoing issues that may occur from time to time.
Team Leadership & Management:
- Manage team capacity, allocating resources based on project requirements and priorities.
- Manage the team in accordance with service level agreements (SLAs) and key performance indicators (KPIs).
- Ensure that the team deliver projects on time, with high quality and within pre-determined number of hours.
- Lead, mentor, and motivate the team to enhance productivity and foster a positive work environment.
- Conduct regular performance reviews and provide constructive feedback.
- Facilitate career development and training for team members to enhance their skills.
Technical Oversight:
- Ensure high-quality deliverables by reviewing solutions against client requirements.
- Collaborate with the Product and Technology teams to solve complex challenges and remove roadblocks.
- Enforce solution standards and practices to ensure best in class and consistent client experience.
Collaboration & Communication:
- Liaise with cross-functional teams including product management, quality assurance, client support, and other departments within the Delivery organization.
- Act as the primary point of contact for Library customizations between the team and Leadership, providing regular updates on team performance and project progress.
- Ensure open communication channels within the team and across departments to promote effective collaboration.
Personal Attributes:
- Organized and solution orientated
- Highly professional, displaying outstanding stakeholder management skills
- Self-driven, able to multi-task, and work on your own initiative
- Understand what makes a training great
- Excellent verbal and written communication skills
- Must have at least 5 years’ experience managing large customer facing teams in achieving success against key performance indicators (KPIs)
- Proven experience managing work queues, allocating projects and ensuring delivery against timelines (SLA adherence).
- Must have demonstrable experience of conducting onboarding and managing new team members to coach them to succeed in their role.
- Strong analytical and solution-oriented mindset to address challenges and drive continuous improvement.
- Prior experience in the eLearning industry is a plus.
LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
