Job Information
General Motors Contact Center Learning and Development - Learning Strategist in Warren, Michigan
Job Description
This role is categorized as hybrid. This means the successful candidate is expected to report to GM Global Technical Center three times per week, at minimum.
Global CX Learning & Development Team
The Global L&D Team:
An integral part of the Global GM Customer Success & Operations (CX) framework, the Global Learning & Development Team spearheads the creation, implementation, and continuous enhancement of learning and development programs across our contact centers. This team plays a pivotal role in the lifecycle of learning initiatives - from onboarding new hires to spearheading targeted training efforts. By establishing clear processes, standards, and a robust governance model in collaboration with partners and operational teams, the goal is to forge captivating learning experiences that not only meet but exceed business objectives. In close alliance with business leaders and cross-functional teams, we customize learning strategies to provide unparalleled educational opportunities, ultimately fostering a culture of continuous improvement and excellence.
Description of Role:
The Learning Strategist is pivotal in crafting, developing, and delivering impactful learning solutions across diverse educational landscapes. This role demands a customer-centric design ethos to uncover opportunities, expedite learning through lean experiments, and envision innovative customer experiences. Collaborating extensively with product owners, channel teams, researchers, creative teams, and business leads, the Learning Strategist is instrumental in defining the evolutionary trajectory of our digital products and customer interactions. Ensuring the created experiences transcend customer expectations while promoting cross-product and brand synergy is a fundamental responsibility of this role.
Key Responsibilities:
Learning Design and Development:
Perform job-task analysis and needs assessments to delineate clear learning objectives, thereby determining the most effective training solutions and performance enhancement strategies.
Engage with managers and team members to establish training program goals, with an emphasis on developing a focused curriculum that elevates employee competency.
Utilize instructional design principles and adult learning theories to craft course content in collaboration with subject matter experts, aiming for a mix of traditional and digital learning modalities to suit varied learning styles and business outcomes.
Innovate training programs, starting from needs analysis to the selection of appropriate training methodologies, including lectures, role-plays, simulations, e-Learning, etc., ensuring alignment with learning objectives.
Modify existing training materials to meet specific learning needs, and design evaluation methods to assess learning outcomes and training effectiveness, fostering continuous program improvement.
Learning Strategy:
Work in tandem with business units and leaders to pinpoint strategic goals for training engagements, identifying essential competencies to support these objectives.
Assess and refine existing curricula to enhance instructional effectiveness, devising strategic approaches for each training engagement to optimize learning outcomes.
Advocate for innovative learning solutions by staying abreast of cutting-edge educational concepts and technologies, enhancing the instructional design framework through external collaborations.
Establish SMART (Specific, Measurable, Achievable, Relevant, Time-bound) objectives for all training programs, ensuring each has clearly defined success metrics. The role demands proficiency in designing and implementing evaluation frameworks that utilize both quantitative and qualitative data to gauge training effectiveness. The strategist will be responsible for facilitating continuous program improvement and demonstrating the tangible impact of training initiatives on organizational performance.
Stakeholder Collaboration:
Foster robust relationships at all organizational levels to align and secure buy-in for learning initiatives, serving as the primary liaison between the business and training teams.
Collaborate with business lines, channels, and brands to develop learning strategies and implementation roadmaps, applying adult learning theories and design thinking to craft engaging improvement programs.
Ensure seamless project execution by working closely with content, graphics, and development teams, focusing on timely delivery, cost-efficiency, and quality.
Design Communication & Project Management:
Champion user-centered design, employing compelling storytelling and communication to influence strategic decisions and foster positive customer experiences.
Independently manage project initiatives, from gathering insights to risk mitigation and oversight, ensuring projects align with strategic goals and are delivered efficiently.
Additional Responsibilities:
Other related duties as assigned by management. Responsibilities may include, but are not limited to, directly facilitating, and delivering training sessions, as and when needed. This entails effectively communicating complex concepts in a clear, engaging manner and adapting delivery techniques to suit diverse audiences and learning environments.
Undertaking tasks outside the primary scope of this role to support organizational objectives. Flexibility and a proactive approach to embracing new challenges will be essential for success in this dynamic environment.
Essential Skills:
Instructional Design Proficiency: Expertise in applying instructional design principles and adult learning theories to create engaging, effective training programs tailored to diverse learning styles.
Analytical Thinking: Ability to conduct thorough needs assessments, job-task analyses, and evaluate training effectiveness using a variety of data analysis tools and methodologies.
Strategic Planning: Strong capability in developing and implementing comprehensive learning strategies that align with organizational goals and enhance workforce capabilities.
Project Management: Proficient in managing multiple projects simultaneously, from initiation through to completion, ensuring timely delivery and adherence to budget and scope.
Collaboration and Stakeholder Management: Exceptional interpersonal and communication skills to effectively collaborate with team members, subject matter experts, business leaders, and external partners to achieve training objectives.
Innovative Thinking: A creative mindset with the ability to leverage cutting-edge educational technologies and methodologies to enhance learning experiences and outcomes.
Evaluation and Assessment Design: Skill in designing effective evaluation strategies and tools to measure learning outcomes and the impact of training on job performance and organizational success.
Digital Literacy: Proficiency in using various e-learning development tools and platforms, as well as familiarity with the latest trends in digital learning solutions (Desirable Tools: Adobe Captivate, Camtasia, LMS, InsideBoard, Vyond, Articulate 360/Storyline). Proficient at Microsoft Office applications.
Change Management: Ability to guide and support learners through changes in processes, technologies, and job functions, facilitating smooth transitions and adaptation.
User-Centric Design: Strong focus on creating learner-centered training content that is accessible, engaging, and impactful.
Performance Consulting: Skills in diagnosing performance issues and recommending appropriate learning interventions and other performance enhancement solutions.
Communication and Presentation: Excellent verbal and written communication skills, including the ability to present complex information in a clear and persuasive manner to various audiences.
Continuous Improvement Mindset: Commitment to ongoing professional development and staying abreast of the latest industry trends and best practices in L&D.
Additional Job Description
Essential Qualifications:
Bachelor’s degree in education, Instructional Design, Organizational Development, Psychology, Business, or a related field. A master’s degree in these areas is highly desirable and may be preferred.
Instructional Design Certification preferred such as: ATD (Association for Talent Development) Certifications, Certified Professional in Training Management (CPTM™), Learning and Performance Institute (LPI) Certification
Familiarity with project management principles and tools, with formal certification (e.g., PMP or PRINCE2) considered a plus.
Essential Work Experience:
3-5 Years of Experience in Learning and Development: Demonstrated experience in designing, implementing, and evaluating training programs within a corporate or large organizational setting. Experience in a global or multicultural environment is highly valued.
Instructional Design and Curriculum Development: Proven track record of developing comprehensive learning programs, incorporating a variety of instructional methodologies and technologies to meet diverse learning needs.
Strategic Planning and Implementation: Experience in developing strategic learning initiatives that align with business objectives and drive measurable outcomes.
Stakeholder Engagement: Strong background in collaborating with business units, subject matter experts, and senior management to gather requirements, align expectations, and deliver training solutions that meet organizational needs.
Data Analysis and Evaluation: Experience in utilizing data analytics to assess training effectiveness and make evidence-based decisions to continually improve learning interventions.
Digital Learning Solutions: Hands-on experience with the development and implementation of digital learning solutions, including web-based training, virtual classrooms, microlearning, video-on-demand, and mobile learning.
Change Management: Experience in managing change, particularly in implementing new learning technologies, methodologies, or processes within an organization.
Cross-functional Project Leadership: Demonstrated ability to lead and manage cross-functional project teams, ensuring on-time and on-budget delivery of learning projects.
This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.
GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE
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About GM
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
Why Join Us
We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
Benefits Overview
The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.
Diversity Information
General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.
We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.
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GM is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. GM is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment, all practices and decisions relating to terms and conditions of employment, including, but not limited to, recruiting, hiring, training, promotion, discipline, compensation, benefits, and termination of employment are made without regard to an individual's protected characteristics. For purposes of this policy, “protected characteristics" include an individual's actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, weight, height, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.
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