Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay – a company you can be proud to be with.This is a great opportunity to work in a highly visible global role and work cross functionally within Learning, Effectiveness and Development (LEaD) and with Global Customer Experience leadership to drive business performance and impact our learner and teammate experience. The Learning Program Manager is responsible for supporting Customer Experience learning projects and initiatives with a focus on finding opportunities in the learner experience and driving adoption, execution, and management of Learning programs. This role will collaborate and foster close relationships with Leaders and colleagues to drive agreement and adoption of programs by discussing the purpose and value of programs and their connection to overall competencies, goals, and critical initiatives.The Learning Program Manager is responsible for managing, implementing, monitoring, and evaluating learning programs, processes and initiatives. This role will program manage our Global LEaD proficiency program and drive practical insights and improvement on hiring, onboarding, training curricula improvements, our on-the-job framework and production performance against our LEaD critical metrics. This role will also support managing the Learning measurement framework, tracking teammates speed to proficiency from initial onboarding through to end of teammate learning curve, highlighting individual or group risks or opportunities to LEaD and partner leadership.The ideal candidate would have strong analytical skills and experience with CS Business Intelligence tools including MicroStrategy, Tableau, BIX etc. The role is highly collaborative and requires strong communication skills and experience translating and presenting complex quantitative & qualitative analysis into clear committed recommendations. The Learning program manager would engage key partners and simplify complex data, demonstrating innovation on how we analyze, interpret and present data within LEaD and to our partners.Key Roles & Responsibilities Provides expertise in Learning, adult learning strategies and post-training evaluation and measurementLeads on maturing, improving, and refining Learning end to end measurement practices, SOPs and analysis to drive insights on onboarding, continuous upskill and tenure performance across our LEaD metrics in line with organizational transformational and operational changesDevelops and recommends changes to our onboarding and continuous upskill learning experience, including providing insights into hiring profiles, Trainer performance, curricula, assessment processes, on-the-job framework and production insight in a structured and digestible way.Delivers global network insights on site capability and adherence against established standards for our suite of LEaD metrics, connected to our operational performance balanced scorecard. Partners cross functionally to identify focus areas and collaborative action plans and drive strategic decision making.Continuously evolves our LEaD Performance Optimization service offering and capability including partnering with our Performance Optimization analysts to continuously enhance and simplify dashboards and reporting to enable telling a LEaD framework story through data.Through LEaD data, identifies key focus areas across our LEaD frameworks and manages programs of work to drive continuous improvement and reward and recognition programs, outlining clear workstreams with underlying actions and communicates updates and achievements with a regular cadence to the LEaD leadership team and partners.Monitors and reports on the TM journey from pre-boarding to proficiency inclusive of Quality & Coaching critical metrics. Review performance trends, understand root case and transform data into meaningful and practical insights, demonstrating quantitative and qualitative data documenting teammate performance as compared to proficiency indicators and performance thresholds. Demonstrate our LEaD performance critical metrics as a strategic lever to inform both LEaD and GCX frameworks and performance to drive adoption and a continuous feedback loop process.Crafts and incorporates the LEaD story and topline metrics into business forums in partnership with the LEaD, Operations, Partner Management, and our Business Performance teams. Partners and delivers connected practical insights across our suite of Learning, Effectiveness and Development frameworks & metrics (Learning / Quality / Coaching) to the LEaD team and partners in business review forums to drive focus and improvement actions.Design, maintain and continuously improve tracking templates and reporting of LEaD performance, sharing regular reports to LEaD and appropriate partnersPartners closely with our Learning Technology team to harness technology, our learning management system and LXP to optimize the learner experience and connect our systems and process strategy to drive a seamless, connected learning experiencePartners with our LEaD leadership team and collaborators in the development and implement LEaD effectiveness measures across Learning, Quality & Coaching. Support the analytics, development of prototypes and frameworks, implementation plans and integration into our suite of LEaD reporting.Job RequirementsThis is a Hybrid role requiring the employee to work out of either our Salt Lake City, Utah office or our Austin, Texas office.2+ years’ experience working within a customer experience environment with strong operational subject matter knowledge.2+ years’ experience in learning & development program management and/or an analytical role preferredExperience with adult learning methodologiesExperience with Business Intelligence tools including MicroStrategy, Tableau, BIX preferable etc.Strong data interpretation and analytical skills with an ability to deliver measurable results in a fast-changing environment and within agreed timelines under time pressureStrong presentation and communication skills and experience distilling and presenting complex quantitative & qualitative analysis into committed recommendations. Ability to engage key partners and simplify complex data. (Ability to tell the story versus present data)Ability to work independently and demonstrate good judgment skills in interpreting data that translates to practical insights.Proactively seeks feedback and input; actively listens to othersAbility to work with global teams and partners across regions with excellent interpersonal skills.Passion for problem-solving and comfort with ambiguity.Demonstrates innovation on how we analyze, interpret and present data within Learning, Effectiveness and Development and to our GCX partnersProject Management Professional Certification preferred. Experience leading large scale project implementation end to endProven ability to assess organizational process and training needs to design and deliver innovative solutions.Proven ability to partner and collaborate with others at all levels within the organization, including senior leaders, managers, employees, and external resources.Ability to develop a vision and strategy while working in a collaborative manner.Exceptional visual design and layout skillsProficient in Microsoft Office Suite with advanced Microsoft Excel and PowerPoint skills requiredBenefits 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.Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/#LinkedIn-JG1eBay 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. View our accessibility info to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement.Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes residents of Colorado, Hawaii and New Mexico. This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies. Visit our Privacy Center for more information.
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