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Program Manager - Leadership and Development

Date Posted: 12/17/2020

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Job Description

We are SYKED to offer an amazing opportunity to be a leader in our Talent Management team. This Program Manager will partner with North America Talent Management & Leadership Development, Operations, and Support Groups to facilitate the design, build and launch of online, instructor-led, and blended learning experiences.

This position has oversight for the overall design process including, but not limited to, ensuring any training materials meet the needs of learners, uphold high-quality standards, leverage innovative technologies, use blended learning solutions, and demonstrate ROI. This includes leadership development programs and other operational functional training across various roles in North America and requires a strong global partnership to leverage and share best practices and resources.


SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.

EEO statement

EOE / Veteran / Disabled

Required qualifications, skills and experience


* Partners with Talent Management & Leadership Development, Operations, and Support Group Leadership to identify needs and create development programs and resources.
* Directs the design of learning based on role-specific needs; uses expertise to apply learning principles, industry learning trends, and the delivery capabilities.
* Defines the scope, objectives and timing of projects, involving all relevant stakeholders.
* Drives learning product innovation and measurement; demonstrates the ability to show ROI on training effectiveness.
* Directs and communicates learning requirements and collaborates with Instructional Designers to ensure all requirements are met.
* Provides coaching and guidance to Instructional Designers to ensure high quality standards for the North America audience.
* Liaises with global partners to share best practices, leverage resources, and influence redesign efforts towards greater consistency; assists with regional support as needed.
* Adapts learning solutions to fit in an agile design and development environment, including performing iterative development, conducting learner pilot testing and feedback virtually or in person, and cross-functional tasks.
* Develops strong relationships with Talent Management & Leadership Development, Operations and Support Group Leadership.
* Fully prepares Talent Management & Leadership Development to deploy training content, including in the review of training content and conducting train-the-trainer sessions.
* Defines learning standards and processes to expedite content development.
* May perform other additional duties and responsibilities as assigned.

Desired qualifications, skills and experience


* Bachelor's degree with a Learning or Human Resource focus and five (5) or more years of experience in Instructional Design or Program Management; or equivalent combination of education and experience required.
* Experience working with remote or geographically dispersed team members and call center experience is a plus.
* Extensive experience analyzing business and performance needs and designing and developing blended active learning and performance solutions
* Creative and innovative thinking, as well as ability to rapidly get things done
* Proven ability to successfully plan, organize, implement, and manage obstacles to drives the successful completion of projects
* Experience using learning technologies including authoring tools, learning management systems, and other innovative training resources
* Experience with creative script writing and the creative process
* Awareness of trends in the learning and technology industries and ability to apply them
* Strong reporting, metrics and analytical capabilities

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