Change people's lives and love what you do! Cochlear is the most
recognized brand in hearing health care.
Director, Learning and Development (Customer Experience)
Position Spotlight:
- 10+ years of experience in leading teams in a highly regulated industry
with experience specific to learning and development, operations,
knowledge management and/or quality assurance teams, with previous
experience as a change leader for transformational change.
- This role combines Learning & Development, Knowledge Management and
Quality Assurance to provide end-to-end synergy between these three important
areas in Customer Experience.
Change people's lives and love what you do! Cochlear is the most
recognized brand in hearing health care.
About the role
Cochlear is helping people hear, and be heard, all over the world. Come be
a part of our amazing mission! If you love leading teams in new and
innovative spaces You will join our Customer Experience team with oversight
for three distinct, but very connected, areas: Learning and
Development, Knowledge Management, and customer interaction-focused
Quality Assurance. Learning and Development will encompass Customer Experience
and Insurance Services teams. In this role, you will be based in our
Americas head office in Lone Tree, CO.
Your success in this role is measured by the speed at which team members
become proficient in their role and the pace of ongoing knowledge acquisition
over time. The path will include leading the transformation away from
traditional classroom training to more modular training that is flexible and
impactful. You will work with business leaders, global talent development
and the global customer service council to define and develop learning
methodologies that are nimble, effective, and efficient for adult learners
in the Customer Experience space. You will have a seat at the Operations table
as you become the change agent for how new hires in our Customer Experience
and Insurance Services teams learn.
Key Responsibilities
Learning & Development
- Develop and implement the organization's overall L&D strategy for all
team members within Customer Service, Supply Chain and Insurance Services.
- Anticipate and eliminate future skills gaps through incisive new, nimble
L&D programming to drive speed of team members to proficiency in role.
Lead a function of people leaders and facilitators, providing guidance,
support and coaching to ensure their professional growth and program delivery
excellence.
Knowledge Management
Accountable for overseeing all knowledge-related activities, including the
management, capturing, sharing, accessibility and maintenance of
knowledge assets that include customer service, supply chain, and
insurance ser
- Identify knowledge platform needs or opportunities for improvement and
propose strategic solutions, implementation plans, governance, and
project management oversight.
Partner with insurance services reimbursement systems and provider enrolment
team to align knowledge management resources across that stream (managed
within that stream).
Quality Assurance
Accountable for the quality program that monitors customer interactions and
measures performance against standards and policies for the organization
specific to customer service and supply chain.
- Partner with stakeholders to instil quality into our processes and prevent
errors/incorrect information from being shared with customers.
- Develop and implement KPIs, service levels, and/or performance
measures that address quality assurance effectiveness and efficiency.
Key Requirements
To add value to Cochlear in this role you'll be able to meet and demonstrate
the following knowledge, skills, and abilities in your application and at
interview:
- Bachelor's Degree
- 10+ years of experience
- Proven success leading and evolving a Learning & Development function
preferred; deep experience in qualit assurance and/or knowledge
management also preferred. Experience in a highly regulated industry required.
- Experience creating, implementing, and monitoring KPIs for a business
operation with the proven ability to reassess goals and indicators as needed
to improve performance.
Total Rewards
In addition to the opportunity to develop your knowledge and grow
professionally, we offer competitive wages and benefits.
- Pay Range in the United States: $155,000 - $190,000 per year based
upon experience, as well as an annual bonus opportunity of 20% of base
salary. Exact compensation may vary based on skills, experience, and location.
- Benefit package includes medical, dental, vision, life and disability
insurance as well as 401(K) matching with immediate vesting, Paid Time
Off, tuition reimbursement, maternity and paternity leave, Employee
Stock Purchase Plan and pet insurance.