The Learning & Development team is looking for a Learning Excellence Program Manager to optimize and validate core curricula to enhance the proficiency and development speed of Team Leaders and Operations Managers.

By implementing AI-driven learning solutions and ensuring timely training program completion, the role aims to reduce time to proficiency, support consistent talent readiness, and ensure competency alignment.

Key Responsibilities:

• Data Analysis: Perform comprehensive data analysis to validate and optimize TL and OM core curriculum.
• Training Delivery: Ensure timely training delivery and completion for bench creation and onboarding. Improve analytics dashboards to monitor training completion.
• Curriculum Validation and Optimization: Conduct a curriculum validation to identify gaps, develop assessments to measure the effectiveness of the training, and update/redesign curriculum to align with operational needs and client expectations.
• Governance and SME Coalition: Establish a governance board for business prioritization of L&D updates and changes. Collaborate with regional representatives, sponsors, and PMO resources on execution and implementation.
• AI Integration: Explore and implement Gen AI tools to enhance learning effectiveness and speed to proficiency. Pilot test and integrate Gen AI solutions into the learning ecosystem.
• Implementation Plan Execution: Oversee the implementation plan, including analysis, recommendations, and realization of benefits according to defined timelines (Q1-Q4).
• Dashboard Management: Manage dashboards to support governance, bandwidth, and focus areas. Ensure new standards integrate into SOPs, onboarding programs, training materials, and coaching practices.
• KPI Development: Define and track KPIs to measure progress and impact, including attrition reduction, improved performance metrics, employee engagement scores, and client satisfaction scores.

Qualifications:

• Experience: Minimum of 8 years of experience in learning and development, business analysis, program management, or a related role.
• Education: Bachelor’s degree in Education, Business Administration, Human Resources, or a related field.
• Proficiency in data analysis and dashboard management.
• Expertise in curriculum development and instructional design.
• Knowledge of AI-driven learning solutions and their implementation.
• Strong understanding of governance and prioritization processes.
• Excellent communication and collaboration skills with both technical and non-technical stakeholders.
• Ability to manage multiple projects and deliver results within defined timelines.

In return, we will give you:

• Fully paid training
• Stable job and career development opportunities
• Attractive salary
• Additional health insurance
• 50+ benefits and services to choose from
• Positive international working environment
• Support and learning
• Employee referral bonuses

Does it sound like the perfect job for you? Apply now!

About us: TELUS Digital Bulgaria is a publicly traded company (NYSE & TSX: TIXT) and is the largest employer in the CX (Customer Experience) industry in the country with over 4,000 team members. The company provides a broad portfolio of services - designing, building, and delivering next-generation digital services, AI solutions, customer experience, and much more. The company's primary focus is strict adherence to all our clients' procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.