Learning Excellence Manager

As Learning Excellence Manager, you will report to the Senior Manager, Care: Knowledge, Process, Quality & Learning, and lead a team of five Learning Specialists. You'll own the strategic direction of learning for Care, stepping back from individual training requests to ask bigger questions about demand segmentation, audience prioritisation, and delivery effectiveness across distributed BPO partners and in-house teams.

What you'll do

• Define and own the learning strategy for Care, covering segmentation of learning demand, prioritisation, and the delivery model across in-house and BPO teams
• Lead, coach and develop a team of five Learning Specialists, setting direction and standards for how the team plans and delivers work
• Build, report and maintain the data foundation for learning: use training and operational KPIs (CSAT, QA scores, time-to-proficiency, error rates) to diagnose capability gaps, target investment, and prove impact
• Partner with Quality Assurance and Knowledge & Process to close the loop between quality insight, process change and learning design
• Own the learning relationship with our BPO partners: set standards, audit delivery, and drive consistent capability across sites
• Reshape learning for an AI-supported operation, redesigning what agents need to learn and how as automation changes the mix of human-handled work

What you'll need

• 5+ years in learning & development or operational capability roles, with demonstrable ownership of learning strategy, not only delivery
• Experience leading a team of learning or training professionals
• A strong data orientation: comfortable defining KPIs, interpreting operational data, and making the case for learning investment in numbers
• Experience working with or managing BPO / outsourced operations
• Ability to think in systems (audience segmentation, capability frameworks, delivery models), not just courses
• Comfort using AI tools day-to-day, and genuine curiosity about how AI reshapes both service operations and learning itself
• Strong stakeholder skills, with the ability to influence senior operational leaders and external partners
• Fluent English

Nice to have

• Experience in a customer service, marketplace or high-volume operations environment
• Instructional design or LMS/e-learning background
• Experience leading learning through an automation or major operating-model transition

What they offer

• Annual personal growth budget and mentorship programs
• Work from anywhere in the world for 30 days per year
• Hybrid working: three days in office (Mon, Tue, Thur) and two days optional remote
• Monthly transportation and fitness budget
• Discounts on GetYourGuide activities for you, friends and family
• Health and wellness benefits