Manager Learning And Performance Improvement

Overview
AARP is the nation’s largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence, AARP strengthens communities and advocates for what matters most to the more than 100 million Americans 50-plus and their families health security, financial stability and personal fulfillment. AARP also produces the nation’s largest circulation publications AARP The Magazine and AARP Bulletin.
AARP’s Integrated Communications and Marketing (ICM) Group includes Membership, Content and Editorial, Customer Experience, External Relations, Brand Strategy and Strategic Communications. Across paid, earned, shared and owned channels, ICM manages AARP’s reputation, drives engagement and member growth, and showcases AARP’s mission and value through one, integrated voice.
The Manager Learning and Performance Improvement manages both internal and external contact center operations. Manages learning experience design and delivery for consumer-facing teams, both internal and external. Manages Quality (Qi) oversight of external contact centers. Manages customer satisfaction survey efforts. Manages innovation of the learning, quality (Qi), and continuous performance improvement efforts. Provides the member experience organizational members expect. Coordinates, facilitates, supports, and manages or directs training, learning, quality (QI), technical environments, development, key performance indicators, reporting, process improvements, order management, analytics, project management, and budgeting.
Responsibilities

• Manages budgets and contracts for key partners and the operation.
• Ensures quality on current systems and changes to meet or exceed industry standards.
• Provides the technical expertise and solutions for key areas of responsibility. Manages a team of learning, quality, and performance improvement experts.
• Designs systems and training in support of members, external, and internal partners.
• Develops innovative solutions that drive experience.
• Provides and analyzes key information to manage the operations.
• Oversees, designs, and implements improvements to systems and processes.
• Manages the relationship with key vendors and business partners.

Qualifications

• Experience using behavioral competency frameworks to develop contact center best-in-class consumer experience delivery and/or to evaluate performance of consumer-facing employees/staff.
• Bachelor’s degree; or an equivalent combination of training and experience related to the duties of the position.
• Experience working for or representing major brands and driving improved consumer experiences and/or consumer engagement.
• Experience leading blended active learning experience design and development efforts and teams or leading quality oversight efforts and teams.
• Experience leading teams responsible for improving consumer experiences as measured by distinct metrics, such as, Consumer Satisfaction Surveys, renewal or repurchase metrics, and consumer engagement metrics.
• Experience with driving innovation of programs and/or processes, as well as adopting new technology to enhance the employee and/or consumer experience.
• 10+ years contact center environment experience.

Additional Requirements

• Exhibit respect and understanding of others to maintain professional relationships.
• Independent judgement in evaluation options to make sound decisions.
• Regular and reliable job attendance.
• Effective verbal and written communication skills.
• Home office environment with the ability to work effectively surrounded by moderate home environment noise.

Flexible Work Arrangement (FWA)
AARP observes Mondays and Fridays as telecommuting workdays, except for essential functions. Remote work and telecommuting can only be done within the United States and its territories.
Compensation And Benefits
AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition; tuition reimbursement; among others.
Equal Employment Opportunity
AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.