Manager, Learning & Development

The Learning & Development Manager assures proper implementation of National L&D initiatives, including consistency of New Hire Curriculum and Continuing Education classes, with a focus on Customer Satisfaction. Responsible for managing and developing a team of Facilitators to deliver training resulting in high quality Customer Care Representatives. Partner with all departments to achieve company goals and serve as a liaison between local organization (Call Center and L&D Team) and the National organization.

Responsibilities
  • Lead, coach, and develop all Learning & Development employees at the site (including Facilitators, a Senior Leadership Facilitator, and an Administrative Specialist) through coaching, performance management, and role model behaviors.
  • Coordinate all classroom instruction, including New Hire and Continuing Education classes.
  • Communicate expectations and initiatives of National L&D Organization to local team, and ensure proper implementation, consistency, quality, and accuracy of the delivery and materials.
  • Ensure proper reporting of individual and collective department results. Track, analyze, evaluate, and review this information regularly (weekly, monthly) with the team to identify areas of strength and opportunities for improvement.
  • Partner with all departments in Call Center - Ops, HR, RP, Facilities, Implementation, as well as national QA - attend regularly scheduled meetings, and ongoing communication - to improve efficiency, effectiveness, and productivity of the site.
  • Proactively seek new ways to manage training rollout, tracking, and Facilitator and trainee performance.
  • Support relationships with community resources for learning, such as colleges and third party vendors.
  • Recruit, interview, and hire L&D personnel.
  • This position will require the supervision of a staff of both exempt and non-exempt personnel. This position will also require managing any New Hire or Continuing Education classes. Classes sizes will vary, and there will be multiple classes in session at one time.


  • Minimum Qualifications
  • At least 18 years of age
  • Legally authorized to work in the United States
  • High School Diploma or GED


  • Company Profile
    As America's Un-carrier, T-Mobile USA, Inc. (NASDAQ: "TMUS") is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile USA. Inc. provides services through its subsidiaries and operates its flagship brands, T-Mobile and Metro by T-Mobile. For more information, please visit http://www.t-mobile.com

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    EOE Statement
    Equal Employment Opportunity

    We take equal opportunity seriously-by choice.

    T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
    Company
    T-Mobile
    Posted
    09/24/2020
    Salary Range
    $90,000.00 - 132,000.00
    per Year
    Salary range estimated by
    Location
    Augusta, GA 30909, US