Digital Customer Experience. Trust & Safety. AI Services.
Learning Experience Manager (Travel required)
Location
United States
Posted
53 days ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Learning Experience Manager (Travel required)
TaskUs
About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world. What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First. What does a Learning Experience Manager really do? Think of yourself as someone who will create and maintain a positive and professional learning environment in the organization. Imagine yourself going to work with one thing on your mind: you will design and expand training and development programs. These programs should be aligned with product-specific training methodologies and initiatives. The Learning Experience Manager will also be responsible for coordinating, organizing, and implementing all of our training programs and ensuring the success of our and our client’s new hire training and onboarding programs. They will work closely with our Learning Experience Leaders, managing a team of up to 8 Learning Experience Leaders as their direct reports, and other site managers daily to ensure the quality of all programs and to execute and deliver world-class training for all of our teammates and future leaders. Responsibilities include but are not limited to: - Maintain a training Schedule for respective assigned sites and/or GEOs: this is to be worked on daily to ensure transparency with other departments. - Update all spreadsheets for rosters for assigned sites and/or GEOs: this is to be worked on daily, as employees are added or deleted. - Create seats for new learning experience staff: this includes updated job descriptions, duties, and pay ranges. - Interview for new learning experience staff: this should include interview questions regarding skillset and culture. - Onboard learning experience staff: complete overview of TaskUs culture and job expectations. - Set job expectations with learning experience staff: this includes all policies and procedures for training staff. - Grade learning experience staff on training skill sets: this is where the KPIs are assessed and measured. - Develop learning experience staff and Leadership with education and certifications: in the area of continued education, trainers are expected to complete required certifications. - Observe learning experience staff during training classes: to maintain excellence in their performance, observations and evaluations will be conducted on a regular basis. - Provide effective coaching and feedback for the development of learning experience staff. - Provide KPIs and standards for each quarter for learning experience staff: this will include quarterly performance evaluations and goal setting. - Provide tools/resources to assist in excellent training material creation: give access to all resources to maintain job function. - Document information on each learning experience staff member: maintain electronic records for each learning experience leader. - Receive and analyze training evaluation forms for each class: identify trends and patterns to help improve the training department, reduce speed to proficiency targets and give high-quality feedback to clients to drive continuous improvement. - Create and maintain training methodologies for the learning experience department: find innovative ways to enhance the training experience. - Develop training courses to further educate current employees: to further educate our employees for their own respective growth and development. - Maintain strong communication with Recruiting and Operations: co-create a strong cycle from pipeline to production, closed-loop feedback cycles on trainees’ performance to improve candidate profile. - Ensure the accountability of the positions to which responsibilities have been delegated in the safety and health management system. - Define and allocate the financial and technical resources and personnel necessary for the design, implementation, review, evaluation and improvement of prevention and control measures so that those responsible for occupational health and safety in the company can satisfactorily perform their duties. - Ensure the training of workers in the aspects of occupational health and safety, within the working day. - Continuously improve training programs and other learning opportunities across the organization. - Other duties as required. - The Learning Experience Manager will support learning and development programs for production agents, our Roadside Assistance Specialists. What does a Roadside Assistance Specialist really do? Roadside Assistance Specialists are someone who is responsible for ensuring that the transportation of our passengers is safe and effective and ensuring that our fleet operations can continue on their transportation missions with minimal delays. They are the “rescue expert” responsible for ensuring safe and secure troubleshooting and problem-solving of vehicle mission error types and other obstacles that may impede or prevent the successful completion of our passengers’ rides. As the Learning Experience Manager directly assigned to manage this campaign, you must also be familiar with with the job requirements of their position, which include: - Maintain TaskUs’s high standard of safety, inside and outside of the vehicle; - Consistently demonstrate situational awareness, an understanding of the technology in his/her care, and a willingness to constantly adjust to changes in the environment; - Be the deputy for technology by communicating courteously always with management, engineers, and the public; - Provides assistance to stranded motorists; - Operate/Drive in single and or dual driving mode for 6-8 hours a day alone or with a co-driver, five days a week; able to sit still for long periods; - Capable of responding quickly to changing and potentially high-pressure environments; - Work mostly individually but also in small groups of 2-10 people; - Monitor multiple software systems with constant focus; - Maintains cleanliness of vehicle; - Provide concise, clear, and accurate verbal and written feedback regarding the vehicle’s operations; Complete daily reports and document procedures and tests. - Interact with the members of the public and educate them on self-driving technology. - Operate self-driving vehicles on both defined and undefined routes, including a variety of environmental conditions. - Operate onboard data recording computers; - Comfortable riding as a passenger in a self-driving vehicle, where the driver may have little control over the vehicle’s operations. - Responsible for safely setting up driverless vehicles. - Safely operates a non-autonomous vehicle while monitoring the location of a driverless vehicle(s). Responsible for the safe recovery of the autonomous vehicle which includes but is not limited to parking safely behind the driverless vehicle, setting up protection, disengaging the self-driving car, and driving the car to a safe location. - Apply safety procedures to any situation involving the rescue of a self-driving car. - Exercise excellent customer service while assisting passengers of the driverless vehicle to disembark, board the rescue vehicle, and safely drive passengers to their destination. - Comply with TaskUs’s Autonomous Vehicle Division zero-tolerance policy regarding the use of alcohol or drugs by self-driving vehicle operators during a shift, including randomized drug testing. - Removes stalled vehicles from surface streets and lanes of travel, and removes vehicles from the lane once the situation has been stabilized - Coordinates with local law enforcement agencies, as needed - Respond to emergency roadside assistance calls based on the ETA provided and within appropriate SLAs - Drive a safe vehicle to and from specified destinations safely and follow all state, and local laws, and DOT regulations - Focuses on safety and compliance including the real-time reporting of any accidents, and incidents encountered on the road, monitoring of road conditions, and following all applicable traffic laws - Other duties as required. Qualifications and Requirements - High School Diploma or GED required. Four-year college degree (preferred) in a related field like industrial or applied sciences. - Five years of previous training experience. - Two years of previous management experience, preferably in the training or learning development space. - Two years of previous BPO experience, preferably. - Two years of previous technical support experience and/or logistical and transportation experience. - Strong written and verbal communication skills. - Strong coaching and mentoring skills. - Travel required, up to 25% of the time. - Strong will to learn and adapt to quick change. - Proficient in Microsoft Office and Google Suite applications required, - Strong, confident, and effective verbal and written communication skills are required. - Strong interpersonal, conflict management, and mentoring skills - Ability to work on a flexible schedule including weekends, holidays, evenings, and long hours. - High energy, enthusiastic, motivational training style - Strong organizational, planning, project management, problem resolution, communication, presentation, facilitation, and influencing skills are required. - Campaign-specific requirements: - Meets driver requirements, including driving record and criminal history under applicable regulations and laws in the state(s) in which the self-driving vehicle monitor will be working - Must have and maintain a valid state driver’s license - Valid driver's license with a clean driving record - Occasional standing, walking, and sitting. - Able bodied individual that can stand and walk for long periods of time outdoors - Long periods of sitting. - Use hands to finger; handle or feel; and talk or hear; climb stairs and/or ladders. - Occasionally required to reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. - Must be able to occasionally lift and/or move up to 45 pounds. - Must use close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. - Most work is accomplished outdoors in a vehicle. How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs. DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know. EEO: TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community. We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.
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