Senior Learning Manager - Remote Canada.

About Us

Foundever® is a global leader in the customer experience (CX) industry. With 130,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever® combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX. 

Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021

Gold Stevie Award Winner for Great Employers in 2024 and 2022 

We foster an exciting culture of creativity, connection, and commitment 

Read more about our culture: Foundever® Stories. 

This role may involve the use of approved artificial intelligence (AI) tools to support day to day tasks, improve efficiency, and enhance decision-making. Examples may include automated workflows, data supported recommendations, drafting or summarization tools, or candidate/employee interaction tools (as applicable to the role).

This opportunity represents an existing vacancy supporting current business operations. 

Summary of Responsibilities:

This position leads a team of Learning Managers and Learning Specialists/Flex Learning Apprentices supporting the training needs and performance for multiple accounts, lines of business or sites. 

Develop and execute a comprehensive learning and development strategy aligned with organizational goals.

Lead a team of learning professionals, providing guidance, mentorship, and performance management.

Provides growth and development opportunities for direct reports and ensures that a robust pipeline of talent exists 

Ensure training programs are grounded in adult learning theories, best practices, and adherence to internal and external processes and compliance requirements.

Implement robust evaluation methods to assess the effectiveness of training programs 

Analyze data and feedback to drive continuous improvement in learning experiences and outcomes, providing recommendations to cross-functional partners and clients to improve KPIs 

Build partnerships with internal stakeholders and clients to maintain effectiveness of training programs based on feedback through consistent communication and engagement. 

Constantly and proactively coordinate with WFM, Talent Acquisition, Operations and Finance teams to understand and anticipate ramps and training needs, ensuring that training plans for all client ramps are planned and executed timely 

Track associate performance by assessing and monitoring learning curve to ensure positive trend based on historical data

Ensure that all programs provide a positive, empowering, engaging learning experience 

Position Qualifications:

Bachelor's degree in business, or related field or equivalent in directly related work experience 

10+ years’ experience in Training and management experience, coaching, mentoring and developing others in a complex, fast-paced environment

Experience in the BPO industry is a plus 

Solid understanding of training processes and best practices for adult learners

Proven ability to convert intellectual theories and approaches into deliverable products 

Experience assessing organizational needs, designing/developing solutions and implementing/evaluating initiatives 

Strong leadership skills and experience managing a large team (virtual and/or on-site) 

Strong organization and project management skills with the ability to manage multiple projects and priorities simultaneously 

Proven ability to foster strong partnerships and gather support across multiple internal and external stakeholders 

Good judgment and strong problem-solving skills, research skills and decision-making skills.

Excellent listening, oral, and written communication and presentation skills and the ability to express thoughts clearly and simply, using data to influence outcomes 

Able to manage client-facing meetings

Working knowledge of MS Office Applications (Word, Excel, PowerPoint) 

Ability to coach, motivate and promote collaboration 

Salary Range

The base pay range for this position is up to CAD 108,159.40 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.

Pre-employment Requirements: 

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years. 

Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.