Director of CX Learning

Job Summary

A company is looking for a Director, CX Learning and Knowledge (Remote).

Key Responsibilities

• Oversee the end-to-end performance system for customer experience agent onboarding and ongoing training
• Design and implement scalable training solutions that enhance agent proficiency and quality
• Utilize data insights to drive continuous improvement in training and operational excellence

Required Qualifications

• 10+ years of learning and development experience, with 5+ years in customer experience/customer support
• 5+ years of experience leading managers of managers, including global teams
• Proven track record in building high-quality agent teams
• Strong understanding of adult learning methodologies and measurable impact metrics
• Proficiency with CX enablement tools and strong data literacy