Manager - Coaching Curriculum Development

Manager, Coaching Curriculum Development

The Manager, Coaching Curriculum Developmentwill provide leadership in the development, support, facilitation andcoordination of business and training activities to ensure world-class customerservice. This role requires knowledge of e-learning and adult learning theorymethodologies. The ideal candidate will have the ability to lead and influencein a matrixed environment to create operational and leadership excellencethroughout the Asurion enterprise call centers. This position will oversee thedaily activities of the Coaching Curriculum Development team and be responsiblefor Key Performance indicators aligned with Coaching and Masters. This rolewill support curriculum development initiatives for coaching and leadershipdevelopment.

Primary Duties and Responsibilities:

  • Lead Coaching Curriculum Development team thatis responsible for creating, maintaining, updating and writing all leadershipdevelopment training material including e-learning and facilitator-led content,evaluations, lesson plans and job aids
  • Develops implementation plans for Masters training initiatives, processimprovement, and site specific needs and/or requests
  • Provide subject matter expertise and comprehensive over-sight to any Masters orCoaching initiative
  • Partnering with cross-functional teams to plan and execute implementation ofall new future Masters materials and programs
  • Partnering with Coaching Training Manager on future Masters curriculum anddevelopment to ensure consistency of online and classroom training
  • Developing content, materials, support documentation and blended learningapproaches using prescribed templates
  • Reviewing and revising content based on feedback from internal staff and Srleaders
  • Facilitate and manage leadership training sessions as needed
  • Main point of contact for curriculum content and dissemination to Care andSoluto
  • Partnering with Coaching Director and Sr Manager on future training to ensureconsistency of online and classroom training
  • Works with subject matter experts to develop, assess and revise content basedon feedback from internal staff and project team members
  • Research current trends in leadership and customer service training
  • Track project timeframes, manage project deadlines and make sure all projectsare ready by the set launch date
  • Back-up development team, coaching Sr. Manger, coaching training manager anddirector as needed
  • Work with CARE and Soluto leadership, HR and other SMEs to develop, maintainand update current and new leadership training material
  • Evaluate program and student performance and make appropriate recommendationsfor improvement
  • Responsible for developing comprehensive course guidelines, templates, learningobjectives, audience analysis, course structure, activities and learningstrategies
  • Draft project plan and conduct needs analyses and evaluation of training
  • Partnering with cross-functional teams to plan and execute implementation ofall new materials and programs


  • Bachelor’s Degree in business oreducation preferred
  • 5 years’ experience in leadingtraining, development and/or education teams
  • Experience with leadershipdevelopment programs
  • Experience with e-learning and adultlearning methodologies
  • Excellent creative writing and designskills
  • Very strong influencing skills andcomfortable with matrix organizations
  • Demonstrated ability to lead, coach,and develop effective teams with or without direct control
  • Demonstrated ability to work oncross-functional teams to achieve business results
  • Must be proactive and take ownershiptasks and projects
  • Proven ability to handle multiplepriorities in a fast paced, results-oriented environment
  • Excellent teamwork and collaborationskills including strong verbal and written communication skills, presentationskills, and team facilitation skills.
  • Ability to prioritize along criticalpaths and meet key milestones and deliverable dates
  • Ability to implement new processesrapidly
  • Demonstrated ability to write anddesign exceptional training content and activities (Leadership contentexperience preferred)
  • Proficient in Microsoft Office suites(Word/Excel/Power Point)
  • Proficient with Adobe PresenterProficient in Adobe Captivate 6
  • Experience with Adobe Flash preferred
  • Strong knowledge of e-learninginstructional design methodologies and tools
  • Demonstrated ability to developinnovative, creative and highly interactive design solutions in e-learningenvironments
  • Ability to work independently as wellas collaboratively
  • Attention to detail and strong workethic
  • Strong organizational andprioritization skills
  • Problem-solving skills and strongproject management skills
  • Relevant Contact Center experiencepreferred
  • Ability to travel up to 30%

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