Yale University: Senior Learning Experience Manager

Yale University: Senior Learning Experience Manager

Senior Learning Experience Manager
Yale University

New Haven, Connecticut, USA
Requisition: 69185BR

Position Focus:

The Senior Learning Experience Manager maintains new and existing client relationships and is responsible for understanding the client’s business needs and program objectives to ensure long-term client development, satisfaction, and retention. The Learning Experience Manager reports to the Managing Director and creates and releases the program manifest and is responsible for overall client and participant experience and satisfaction. The Learning Experience Manager partners with the Learning Delivery team and collaborates with the Learning Design team to deliver a world-class, uniquely Yale customer learning journey.

Essential Duties:

  • Maintains a robust portfolio of clients comprising a wide-ranging series of programs, including custom, open enrollment and digital solutions for clients.
  • Organizes and tracks the Client Profile (summary of organization, key contacts, and learning needs) and develops a Client Plan that includes determining the communications cadence and client deliverables with key project timeline dates.
  • Manages the client relationship and ensures adherence to the overall Client Plan.
  • Creates and executes program launches in collaboration with the Learning Delivery team.
  • Creates a lifecycle for each program from implementation and adherence to the contract (and maintaining profit margin), to delivery, to measurement-improvement as well as defining the strategic plan and proposal for the next/new opportunities.
  • Oversees programs as the key client relationship lead/contact, and collaborator with the client.
  • Prioritizes client success and retention, working with and as a high-performing, high-functioning team, contributes to and maintains a positive team culture.
  • Analyzes and provides post-program survey to the client to build on the customer journey
  • Focuses on continuous improvement to systematize and standardize processes related to client relations.
  • Other projects as assigned.

Required Education & Experience:

Bachelor’s degree in related field and three years of related experience or an equivalent combination of education and experience.

Required Skills & Abilities:

  • Proficiency with Windows and Microsoft products. Ability to learn quickly, especially the ability to learn and use technology tools in the classroom. Ability to troubleshoot and resolve minor IT problems as they occur.
  • Superior interpersonal skills with professional demeanor and welcoming manner to interact effectively and represent the school well with participants, faculty, administrators, and corporate contacts. Ability to represent the school professionally at events. Polished, professional appearance.
  • Ability to communicate orally and in writing in a clear, pleasant, grammatically correct, and professional manner. Writing sample required at interview.
  • Requires excellent independent judgment, sensitivity, and knowledge of appropriate protocol. Excellent problem solving and conflict resolution skills.
  • Ability to work successfully in a fast-paced and changing environment. Proven organizational skills, including the ability to organize and manage multiple projects and processes simultaneously.
  • Ability to work nights and weekends. Travel, including possible international.

Preferred:

  • InDesign
  • Managing major corporate client relationships and/or events,
  • Managing multiple projects simultaneously, and facilitating the delivery of world-class service.
  • Knowledge of database management systems and tools.
  • Experience and knowledge of other cultures, especially Chinese and Spanish, and business customs.
  • Fluent in Mandarin.
  • Bachelor’s degree in Hospitality or fields related to corporate education programs.
  • Global orientation; experience working across countries and regions, and fluency in more than one language.

Competencies:

  • Customer Service Focus – Listening carefully to and understanding customers’ needs and proactively responding to those needs in a consistent and timely manner.
  • Teamwork/Communication – Working cooperatively to achieve common goals. Support cooperation, collaboration and the sharing of information.
  • Product Excellence – Provide the best quality product available and continuously upgrade standards to maintain quality.
  • Leadership – Provide direction and motivation to others through communication, modeling appropriate behavior, optimism and high achievement
  • Innovative – Openness to new ideas and their implementation. Ability to react and adapt to changing situations appropriately.
  • Strategic Thinking – Recognize opportunities, identify critical, high pay-off activities and prioritize them to attain goals.

For More Information and To Apply:

https://sjobs.brassring.com/TGnewUI/Search/home/HomeWithPreLoad?PageType=JobDetails&jobId=1479595&partnerid=25053&siteid=5248#jobDetails=1479595_5248

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