Senior Learning Experience Manager

4 weeks ago

Mountain View, California, United States Intuit Full time

Overview

At Intuit, we're committed to empowering our customers with the skills and knowledge they need to succeed. As a Staff Program Manager of Expert Learning Experiences, you'll play a critical role in driving this mission forward.

Our Customer Success Experts are on the frontlines delivering extraordinary customer support while assisting customers in using our products. The growth and development of this population is crucial to our customers' success, and that's where you come in.

As a member of our Learning & Development team, you'll be responsible for ensuring new and returning Experts get onboarded, trained, and supported in an effective and efficient manner. This is a unique opportunity to transform learning experiences and make a meaningful impact on our customers' lives.

Key Responsibilities

  • Manage complex programs in a matrixed, cross-functional environment
  • Operate independently and interact frequently with senior management to help set strategic guidance
  • Make data-driven decisions in a fast-paced dynamic environment
  • Deliver learning program experiences to achieve quantifiable business outcomes
  • Engage with a distributed, virtual team, stakeholders, and workforce
  • Work via Agile Scrum development and project planning/execution processes

Requirements

  • Demonstrated experience managing complex programs in a matrixed, cross-functional environment
  • Demonstrated ability to operate independently and interact frequently with senior management
  • Demonstrated experience making data-driven decisions in a fast-paced dynamic environment
  • Working understanding of how adults learn and retain information
  • Experience delivering learning program experiences to achieve quantifiable business outcomes
  • Experience engaging with a distributed, virtual team, stakeholders, and workforce
  • Experience working via Agile Scrum development and project planning/execution processes

What You'll Bring

  • Excellent interpersonal, communication, and presentation skills
  • Experience with customer support learning and development desired
  • Tax Preparation, Accounting, and/or financial experience desired
  • Relevant life and/or field mentorship experience considered equivalent

How You Will Lead

Learning Champion:

Promotes a learning and growth mindset that aligns with our Intuit values, to build a continuous learning culture.

Responds and adapts to change through collaboration and experimentation.

Provides learners the opportunity to develop new and expanded skills and celebrates learner achievement.

Coaches and mentors others on the development of craft skills, empowering people to grow and do the best work of their lives.

Recognizes the preferences and motivations of learners, to increase the effectiveness of learning offerings and maximize learning potential.

Influential Business Partner:

Builds strong, trust-based partnerships and creates inclusive environments by cultivating diversity of thought.

Understands business strategy to deliver impactful learning offerings which accelerate Intuit's Big Bets.

Communicates effectively with a diverse set of stakeholders to influence learning and upskilling initiatives.

Uses empathy and customer obsession to solve for stakeholder needs.

Learning Experience Innovator:

Applies instructional design methodology including needs analysis to uncover measurable behaviors required for the role, resulting in performance-based outcomes.

Applies design thinking, and rapid prototyping to solve customer problems.

Creates content and experiences that engages learners with varied learning preferences and accessibility, including relevant practice to ensure application of learning.

Manages and curates content using a process that is both sustainable and efficient.

Leverages existing and explores new tools and capabilities, in collaboration with the Intuit learning community.

Data and Technology Strategist:

Reads, works with, and analyzes data to make confident decisions that drive business outcomes.

Ability to extract insights from data to optimize each step of the learning journey of our customers.

Ability to use Data storytelling to effectively communicate insights from a dataset using narratives and visualizations.

Awareness of One Intuit L&D Tech Stack and tool/capabilities availability to solve learner use cases.

General working knowledge of the SAAS industry, learning platforms, and a curiosity around future technologies and trends.

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.

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