Sr. Manager Of Learning & Development

Who We Are:
Convoso is a leading provider of omnichannel contact center software. The company was founded on innovation and continues to push boundaries in our industry.
Headquartered in Los Angeles, the company has employees around the globe working both hybrid and remote. The company culture fosters team integrity, positive persistence, and continuous growth. (A heads up - we were awarded as Built In LA’s Best Places to Work in 2020, 2021 and 2022!)
With Convoso, the future is bright as we continue to evolve our technology.
The company’s foundational product provides the most powerful contact center software available for outbound teams. However, we are expanding our reach by relaunching an advanced version of our conversational AI product. The enhanced capabilities of our Intelligent Virtual Agent (IVA) gives our customers a competitive edge and streamlined productivity by dramatically reducing repetitive tasks. This future forward technology will allow Convoso to grow into new markets across hundreds of use cases.
Convoso is looking for people who are excited about technology and the fast growing, innovative field of IVA and AI. We are a company of motivated team players driving accelerated growth in a supportive, positive culture. We celebrate a diversity of people, ideas, and backgrounds that contribute to one shared community.
Most roles at Convoso function as “hybrid” with some opportunities for travel to in-person business events and company meetings. This role requires you to be in office 2 days per week.
The Job:
At Convoso, we’re constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster. That’s where you come in.
We are seeking someone who has the experience and strategic mindset to dramatically transform our L&D practices for both our employees and customers. The Sr. Manager of Learning & Development is a critical role in the Convoso’s People and HR team.
The Sr. Manager will work closely with our global L&D team members and cross-functional leaders to develop, design and deliver results-oriented, on-demand learning programs that are engaging, inspirational and highly effective. This is an opportunity to create new and bold initiatives that will have a direct impact on the success of the company and the professional development and growth for each employee at Convoso.
Stepping into this very challenging role will mean stepping into a dynamic environment. There’ll be a steep learning curve, but we believe the future belongs to those who build it. Therefore, success for you would mean reaching your full potential in a short period of time, while doing whatever it takes to get up to speed. Success would mean having a strong ability to manage multiple projects with competing deadlines.
What You'll Be Doing:

• Work with senior leaders to develop programs, plans and a curriculum that builds the required capabilities and fosters development and growth in all employees globally.
• Create and execute new and improved learning and development strategies, programs and plans for customers, identify regional and team learning needs, design and prepare courses and content, source providers, deploy contemporary learning technologies, and of course some hands-on delivery, across a broad range of learning and development needs.
• Effectively manage and scale our global learning and development team.
• Develop and/or approve content, methods, and materials for L&D activities and may conduct some courses.
• Responsible for data collection, dashboarding and reporting to Leadership.
• L&D philosophy and strategy. This leads to ongoing partnership with managers to create upskilling and reskilling learning or career pathways and progression.
• Work closely with the Product, Engineering and Support functions to keep Convoso team members up to date on product knowledge.
• Help to connect L&D initiatives with Company-wide KPIs to show the impact of learning on Convoso’s employees and its customers. Guide the L&D specialists in building a scalable, functional learning solution. Oversee the L&D team in the effective implementation of learning material through the Skilljar LMS. Manage and improve the L&D tech stack. Offer tools and solutions for L&D team members to use in addressing learning needs.
• Understand behavioral learning trends and apply innovative solutions to bring complex content to life in simple, memorable ways.
• Help team members establish team and individual KPIs, milestones and metrics that will objectively measure performance (both qualitative and quantitative).
• Identify, plan, design/source and oversee the delivery of L&D programs including new employee orientation; software sales, customer service and account management; leadership development; succession planning; career management; interpersonal skills; technical training; and any other organizational development training.

Customer Education Leader:

• Create comprehensive status reports/project summaries and communication plans to internal/external project teams.
• Proactively analyze post-event data, trends, and feedback to identify training needs, improve the learning experience for customers and develop additional offerings.
• Opportunity to lead and manage the Customer Education center, playing a vital role in enabling customers on what the service has to offer.
• Strategize with the CS, Onboarding, Product, Support, Sales and Marketing teams on product education needs for customers.
• Collaborate with customer facing leadership to refine strategic playbooks of learning paths for customers.

Who You Are:

• 5+ years in a managerial role, preferably with more than 5 direct reports.
• Minimum 10 years of experience in learning and development field, preferably within software-as-a-service (SaaS) industry.
• Previous experience with Learning Management Systems, especially Skilljar, and the development and implementation of e-Learning content, programs and solutions
• Experience in supporting a high performance, customer focused and fast paced culture.
• A simple, clear, and consistent communicator with strong leadership skills.
• Experience of designing, delivering, and implementing training programs
• Strong background in data analytics
• A leader who thrives in a transforming environment, ambiguity and has a track record of building effective, innovative remote-based and in person learning solutions.
• Business acumen and the ability to provide expert L&D advice and solutions that are commercial and practical.
• Experience managing budgets, software vendors and training provided.
• Experience with scaling a learning and development organization to support 250+ employees globally.
• Ability to identify business L&D needs and develop strategies and plans to deliver on needs.

Work Perks Worth The Hype:

• Stock options
• PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
• No cost Employee Assistance Program and Travel Assistance
• 401k program with generous company match
• Company Outings
• On and offsite team building events
• Monthly Gym membership reimbursement
• Monthly credits toward food & beverage
• Affordable Vision plan and optional FSA
• 100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
• Your birthday off
• Competitive compensation package
• And a team of highly experienced and kind colleagues!
• Apple laptop (most roles)
• Paid training for departments

HQ Office:

• Free Parking
• Monthly Massages
• Daily catered lunches
• Happy Hours
• Fully stocked kitchen (Dietary restriction-friendly)
• On-site Car Wash
• Casual office environment & dress

Your California Privacy Rights:
As a California resident who is an applicant to be an employee of Convoso, you have certain rights under California law with respect to information collected by Convoso in the course and scope of its evaluation of your application. The types of information Convoso collects and your rights with respect to that information are contained in Convoso’s privacy policy, which you can review by going to https://www.convoso.com/privacy-policy/.