Senior Learning & Development Associate

Overview

About the Role - Our Customer Experience (CX) organization focuses on providing amazing interactions with our customers, shoppers, retailers, and advertisers. We are looking for a self-starting, inspired Associate of Learning and Development to support the CX Learning & Development (L&D) team: This role will support our efforts to address the learning needs of the outsourced and in-house call centers that make up our CX Organization in USA, APAC, EMEA, and LATAM.

About the Team - Our L&D team provides leadership, customer service, and tools training that directly impacts our agents, customers, and the business. This role will support all learning and development efforts globally within Customer Experience organization; who have the opportunity to create the most effective and engaging learning experiences for the best call center agents and leaders in the industry.

About the Job 

The Associate in our CX Learning and Development team is responsible for the continuous improvement and optimization of the learning offering, deployment and delivery, and the digital learning infrastructure within the CX network including internal teams and our outsourced agents, trainers, and team leaders.

The team closely partners with several stakeholders within Customer Experience organization to design and develop learning solutions and streamline delivery. This role will support optimizing training programs, using data to assess the effectiveness of training initiatives, and tracking key performance indicators. 

Some specific responsibilities but not limited to are as follows:

Support the learning strategy in line with the Customer Experience organization needsTrack, report, and iterate upon Learning KPIsSupport the development of learning-based deliverables that strengthen Customer Experience's overall performanceBuild a culture that supports our primary aim to make the Instacart experience even betterBuild strong bridges and tight partnerships with cross-functional partners

About You

Minimum Qualifications

• Experienced in supporting matrix-oriented teams; supporting global and regional priority-sets.
• Excellent influencing, stakeholder engagement, presentation, and communication skills.
• Selfless team player and tactfully know how to engage with stakeholders from different cultural backgrounds and geographies.
• Ability to remain flexible and adapt quickly to changing situations.
• Proactive problem solver who knows how to navigate ambiguity.
• Resourceful and can think of creative solutions for problems without easy and straightforward answers, including leveraging AI tools for process improvement.You have strong prioritization skills.
• Able to balance multiple projects simultaneously while also guiding your time and team’s focus on the most impactful items.
• Experienced in working with ambiguity and constant change and can navigate local and functional dynamics.

Preferred Qualifications

• 2+ years of experience supporting global and regional Learning and Development leaders and teams.Knowledge and proficiency in digital learning tooling and technologies, LMS platforms, Contact Center Tools such as Salesforce and Genesys.
• Experience with using data to assess training needs and report on training initiatives.
• Familiarity with the nuances of various regions, including main players in the learning fields.
• Excellent influencing, presentation, and communication skills.
• Customer Service Learning and Development experience is preferred.