Operational Learning and Strategy

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an Operational Learning and Strategy in United States.

This role is responsible for shaping and leading the learning and development strategy within Customer Service and Claims operations, ensuring teams are fully equipped to deliver high-quality performance from onboarding through ongoing development. You will design and oversee learning programs that combine instructional design, digital learning, and performance-driven training approaches to support both new hires and experienced employees. The position plays a key role in driving operational excellence by aligning training initiatives with business needs, performance metrics, and customer experience goals. You will work closely with operations leadership, quality assurance, and subject matter experts to identify skill gaps and implement impactful learning solutions. This is a highly collaborative role that requires both strategic thinking and hands-on execution in a fast-paced, evolving environment. You will also contribute to building a culture of continuous improvement and learning across the organization.

Accountabilities

* Lead the end-to-end learning strategy for Customer Service and Claims, including onboarding, upskilling, and ongoing employee development programs

* Design and optimize training curricula aligned with operational processes, knowledge management systems, and standard operating procedures

* Partner with workforce management to ensure training schedules align with staffing needs and operational demands

* Track and analyze training effectiveness using performance metrics such as productivity, accuracy, and readiness at multiple employee milestones

* Lead and support instructional design efforts to create engaging and effective learning materials for diverse learner groups

* Deliver classroom and virtual training sessions while ensuring consistent facilitation quality across the training team

* Conduct training audits and provide coaching to trainers to continuously improve instructional delivery

* Collaborate with operations leaders and QA teams to identify performance gaps and develop targeted learning interventions

Requirements

* Bachelor’s degree in Education, Business, Human Resources, or a related field

* 2+ years of experience delivering training in classroom or virtual environments

* Experience designing, developing, and maintaining training curricula

* Strong facilitation, communication, and presentation skills

* 2+ years of experience managing or leading teams

* Solid understanding of adult learning principles such as ADDIE, experiential learning, and learner-centered design

* Strong organizational, analytical, and problem-solving abilities

* Ability to manage multiple priorities in a fast-paced, evolving environment

* Proficiency in Microsoft Office tools (Word, Excel, PowerPoint, SharePoint)

* Experience in contact center or claims operations environments is highly preferred

* Strong stakeholder management skills with the ability to influence across all levels

Benefits

* Comprehensive medical, dental, and vision insurance coverage

* Company-paid basic life insurance, short-term and long-term disability

* 12 weeks of 100% paid parental leave

* Health Savings Account (HSA) and Flexible Spending Accounts (FSA)

* Retirement savings plan

* Paid time off, including personal PTO, holidays, and company wellness day

* Paid volunteer time off for nonprofit involvement

* Employee Assistance Program (EAP)

* Group pet insurance and pet-friendly workplace culture

* Commuter benefits and flexible work arrangements

* Ongoing training, development, and career advancement opportunities

* Remote work flexibility with occasional travel for collaboration or planning sessions

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.