Learning Operations Leader

Learning Operations Leader (Operations Manager) | Full-time | Regular

Summary

The Learning Operations Leader (Operations Manager) serves as the central point of coordination across program delivery and operational execution. This role is responsible for bridging Learning Project Managers and the Operations team to ensure a seamless transition from program design and implementation into ongoing delivery and support.

The Learning Operations Leader will own the creation of operational processes, intake workflows, and service delivery governance while leading a team of Learning Coordinators. This role plays a critical part in establishing and sustaining a managed services model, ensuring consistency, efficiency, and high-quality delivery across global learning programs.

Key Responsibilities

• Act as the primary liaison between:

  • Project Managers (design and implementation)

  • Operations Team (execution and support)

• Partner with Project Managers during program design and implementation phases to operationalize delivery models, timelines, and resourcing strategies prior to program launch.

• Develop structured program handoff plans, including timelines, documentation standards, and knowledge transfer protocols.

• Lead client and internal planning discussions to represent the operational implications of program design and delivery decisions.

• Develop and maintain standardized workflows and documentation for critical functions such as course intake, scheduling, delivery support, reporting, and communications across programs.

• Monitor and balance workload distribution across Learning Coordinators, ensuring equitable assignment of tasks based on program demand, team capacity, and individual skill sets to maintain service levels and team efficiency.

• Lead and manage a distributed global team of Learning Coordinators across the US, EMEA, and APAC regions.

• Provide day-to-day direction, prioritization of coordination support, quality oversight of deliverables, and serve as an escalation point for operational issues and decisions.

• Forecast work volumes and lead capacity planning efforts to ensure optimal resource allocation and service delivery.

• Assess operational demand against team capacity on an ongoing basis, using volume trends and intake forecasts to identify gaps, prioritize work, and recommend solutions such as workload rebalancing, process optimization, or additional resourcing.

• Foster a cross-trained team environment by developing and implementing backup coverage plans that enhance team flexibility, resilience, and overall service quality.

• Serve as the primary operational point of contact for client stakeholders.

Qualifications

• 5+ years of experience in Learning Operations, Program Coordination, or a related field.

• Experience streamlining and automating workflows, including leveraging AI technologies to improve efficiency in learning operations and enhance the experience of Program Leads working with Learning Operations teams.

• Demonstrated experience leading or managing teams and building operational processes.

• Strong client-facing experience with the ability to effectively manage stakeholder relationships.

• Experience working with Learning Management Systems (LMS) and Learning Experience Platforms (LXP).

• Proven ability to connect strategy (program design) with execution (operational delivery).

• Strong problem-solving skills with a focus on continuous process improvement.

• Comfortable operating in ambiguous environments and driving clarity, structure, and execution amid changing priorities.

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