1+ months

Senior Manager Learning and Development - Contact Centers

Atlanta, GA 30339
JobTitle: Senior Manager Learning and Development - Contact Centers
Job ID: 371711_en-us
Salary Range: null- null
Job Category: Learning/Training
Employment type: Full Time

Position Description:

In support of our One Home Depot Initiative, the Sr. Manager is responsible for leading the learning and development teams for our Customer Care, Human Resources Service Center, and Services Contact Centers, to form one leadership and development team to support this group of over 1500 Home Depot Associates. This will continue to allow us to bring together the talents of over 20 learning professionals, currently supporting these three teams. To help this team with the the development and delivery of training within the contact center environment, we are looking to fill the position of Senior Manager of Learning and Development to support these 3 contact center teams on our Cumberland Campus, and their additional associates in Detroit, and Boca Raton.

This position will report directly to our Sr. Director, Human Resources and will be located on our Cumberland Contact Center campus. The Senior Manager of Learning Development is responsible for establishing a short and long-term learning strategy for the organization that is simple, relevant and effective. Plays a critical role in the leadership of delivering excellence by developing and managing the processes which drive the business objectives through analysis, design and development of learning courses. Gains Leadership team support to improve processes, standards, methods, tools, and competencies across the organization by ensuring it adheres to process changes, tools, and methodologies derived as necessary for effectiveness and efficiency of the learning process and business objectives.

Responsible for maintaining strong relationships within the organization across many functional departments and is the main point of contact for all learning and informational needs, ensuring their team manages assigned curricula, conducts analyses to identify performance gaps, recommends training solutions that meets the business objectives and the successful execution of training for the organization. In addition, is responsible for quality assurance and applicable processes, audits and team. Manages the overall learning strategy and quality assurance for the organization, which includes diverse functions.

Influences Leadership team to support the learning vision and direction for the organization. Supports the Leadership team with people, projects and process; drives accountability for the processes and projects accomplished by the teams.


  • Manage processes, projects, and project teams which create and support Learning courses in support of the Learning. This includes quality assurance measures, archival procedures and management, coaching/mentoring of instructional design skill and process/tool understanding and application.
  • Establish, monitor and refine content development policies, processes, procedures, templates, and software tool sets collaborating with Learning Leadership and Learning associates to drive process improvement of business metrics.
  • Conduct and review training needs analysis to determine the impact of changing training needs for both development and delivery. Work with Learning Solutions Mangers to provide instructional design, performance consulting and cost effective solutions.
  • Participate in the planning, conducting, and reviewing of any training within the Department and help to assess training effectiveness through observation and quantitative analysis.
  • Selects, develops, and motivates team through daily interactions helping improve process, standards, and competencies across the Learning Organization through the partnership efforts with Learning Implementation Managers and Learning Solutions Managers and Field Execution Managers.
  • Performance management of ISDs including reviews, Individual Development Plans, and performance management.
  • Ensure projects are completed on or under budget.


    • Typically reports to Senior Director of Learning.
    • Responsible for managing multiple direct reports: assign and review work, train and write performance appraisals, screen, interview, and hire for open positions.
    • Hire contract labor, assign and review work, ensure contractor billing accuracy and expenses booked to correct project.

      ENVIRONMENTAL JOB REQUIREMENTS Environment: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

      Travel: Typically requires overnight travel less than 10% of the time.


Posted: 2021-03-09 Expires: 2021-05-07

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Senior Manager Learning and Development - Contact Centers

Home Depot, Inc.
Atlanta, GA 30339

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