Learning Program Manager

Draper, Utah
Austin, Texas
Requisition Number R0041296
Learning Program Manager – Learning and Performance Support

This is a great opportunity to work in a highly visible global role and work cross functionally with Global Customer Experience leadership to drive business performance and impact our onboarding program, teammate experience and learning curves. This role will program manage our Global T2P program and project manage and drive actionable insights on hiring , onboarding , training curricula , our on the job framework and production.

The Learning Program Manager plays a key role in monitoring and reporting on teammate performance during the onboarding / cross skilling phase of their learning pathway. The Learning Program Manager will work to identify opportunities for improvement and recommend and/or implement solutions in partnership with Learning and Performance Support and key stakeholders.

The role will support managing the Time to proficiency framework, tracking teammates speed to proficiency throughout the onboarding experience, from initial onboarding through to end of teammate learning curve, highlighting individual or group risks or gaps to leadership. The Learning analyst also develops and recommends changes to our onboarding and cross skill experience, including providing insights into hiring profiles, trainer performance, curricula and assessment process, the on the job framework and production insight.

The ideal candidate would have strong analytical skills and experience with CS Business Intelligence tools including MicroStrategy, Tableau, BIX etc. The role would require strong communication skills and experience translating and presenting complex quantitative & qualitative analysis into clear action-oriented recommendations. The Learning Analyst would engage key stakeholders and simplify complex data, demonstrating innovation on how we analyze, interpret and present data within LPS and to our stakeholders.

Job Description

  • Takes a programmatic approach to new hire and upskill learning curve analysis and tracking globally across our IH and OS network , outlining clear workstreams with underlying actions to drive improvements in our onboarding program. Communicates regular (RAG) status updates to key stakeholders. Owns the T2P project plan with actions

  • Manages the Time to proficiency SOP, with regular reviews and updates, stored and accessible by stakeholders IH and at partners

  • Leads Learning curve reviews by region - Manage stakeholder engagement in time to proficiency , Leading meetings to review performance by region and LOB with Learning and Performance support, Operations, Partner Operations and GPM, identifying opportunities to improve new hire performance with clear ownership and follow ups

  • Tracks lessons learned across new hire onboarding classes to drive continuous improvements and increased performance.  Work with other centers of practice as needed (coaching, quality, customer insights)

  • Partners with the learning analyst to ensure each class performance is tracked and trends identified

  • Develop and recommend changes to our onboarding and cross skill experience, including providing insights into hiring profiles, trainer performance, curricula and assessment process, the on the job framework and production insight in a structured way. Manages the implementation of improvements across our processes globally

  • Supports the development of OJT framework including inputs to the continuous improvement and to the OJT handbook adapted for regions and virtual and physical settings

  • Trainer Performance:  Partner with the Learning delivery leaders and partner support teams on action plans to address individual and regional variances

  • Monitor and report on Onboarding/ Cross skill performance and progress through to proficiency. Leverage quantitative and qualitative data documenting teammate performance compared to proficiency indicators. Track teammates Time to proficiency against agreed targets, highlighting individual or group risks or gaps in a timely manner

  • Identify root cause of behaviors, processes and tools that impact teammate performance and other performance outcomes. Provide performance measurement and insight into key business drivers for GCX during the onboarding and cross skill process

  • Identify trends and opportunities for performance improvement, recommending and/or implementing solutions. Review performance trends and transform data into meaningful and actionable insights to improve the onboarding process, training material and associated learning processes and tollgates. 

  • Provide feedback to assist in the creation of performance improvement goals and the development of training programs and learning interventions.

  • Design, maintain and continuously improve tracking templates and reporting of training performance - send regular reports to Learning and Performance support and appropriate stakeholders on training performance

  • Extract, analyze and collate data from a variety of sources to create prototypes and presentations to LPS and stakeholder leadership

  • Proactively support OS Partners to deliver on established service standards and agreements through delivering training performance insights.

  • Ability to adapt reporting views based on regional service design models and channel mix. Stays current with regional and line of business priority metrics to provide meaningful insight.

  • Work cross functionally with the Quality, VOC and reporting team to leverage current reporting frameworks and share best practice 

  • Support, adopt and contribute to the development of our LPS Strategy & Ops analytical service offering and capability - Work to mature, improve, and refine LPS end to end measurement processes

  • Manage our capacity and demand reporting for LPS. Optimize, maintain and simplify our LPS Dashboards which outlines capacity and report out to leadership on LPS capacity and demand with a regular cadence to support resource planning and allocation.

Job Requirements

  • 2+ years’ experience working within GCX with strong business subject matter knowledge of at least one line of business. 2+ years’ experience in learning & development or an analytical role preferred

  • Experience with Business Intelligence tools including MicroStrategy, Tableau, BIX preferable etc.

  • Intermediate to advanced Microsoft Excel and PowerPoint are also required.

  • Experience with NICE, CS Insight tools, and/or e-Quality tools preferred (NICE interaction analytics).

  • Ability to deliver measurable results in a fast-changing environment and within agreed timelines under time pressure

  • Ability to work independently and demonstrate good judgment skills in interpreting data.

  • Proactively seeks feedback and input; actively listens to others

  • Strong presentation and communication skills and experience distilling and presenting complex quantitative & qualitative analysis into action-oriented recommendations. Ability to engage key stakeholders and simplify complex data. (Ability to tell the story versus present data)

  • Ability to work with global teams and stakeholders across regions

  • Passion for problem-solving and comfort with ambiguity.

  • Demonstrates innovation on how we analyze, interpret and present data within Learning and Performance Support and to our GCX stakeholders 

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

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