Learning Operations and Quality Manager

The Learning Operations and Quality Manager will serve as a liaison between Disney Cruise Line and our vendors in APAC region, responsible for training, development and quality assurance. They will consult with client areas to understand and analyze performance and provide recommendations. They will collaborate with business partners and subject matter experts to design, develop, implement, and evaluate learning solutions. In addition, they will partner with Disney Cruise Line Leadership to develop and maintain the quality assurance standards that align with operational goals. They will facilitate training programs in domestic/international locations for all a variety of audiences at all levels of the organization, providing performance feedback as needed. The Learning Operations and Quality Manager based on client area, will arrange training sessions, create/maintain training calendars, manage the training scheduling process and support the administrative and logistical aspects of training delivery and implementation.

Responsibilities:

• Manage client relationships, consult and provide performance recommendations and be a key decision-maker onsite at worldwide training locations, ensuring all decisions are in the best interest of the Business, Learner and Cast.
• Support and partner with vendors as needed in establishing and maintaining quality assurance practices within the operation.
• Ensure consistency and monitoring is applied in accordance with established operational goals.
• Maintain significant knowledge of all product offerings, procedures and policies.
• Consult with client areas to analyze and understand performance concerns, determine if a learning solution is needed, and provide outcomes that drive performance improvements for teams, business units and individuals.  
• Apply solid instructional design skills and effectively use learning principles and creativity to assist with design and development projects, as needed, that transfer knowledge and engage participants in the learning process.
• Develop and execute multiple project plans simultaneously, identify appropriate team members, assign and drive task completion, schedule and host meetings, and oversee the completion of project goals within an established timeline.
• Facilitate training programs in domestic/international locations for audiences at all levels of the organization within client areas as needed using a variety of facilitation techniques and methods.
• Analyze learner performance, coach and provide feedback throughout the training process.
• Execute the administrative and logistical aspects of training delivery/implementation including but not limited to port training schedules, support materials and supply preparation.
• Maintain a high-level of knowledge of human performance improvement.
• Proactively utilize critical thinking skills to make strategic decisions, perform time-sensitive actions, mitigate risk in projects, partner with key support areas, as needed, and ensure the Business, Learner and Cast are considered in all decisions made.
• Provide clear, concise and consistent communication and act as an advocate to champion change.
• Manage diverse responsibilities with the ability to shift priorities and complete a multitude of tasks in a rapidly, ever changing environment.
• Develop and maintain positive working relationships and build credibility with team members, partners, support teams, and client areas.
• Leverage multiple software applications to effectively and efficiently design learning solutions.
• Adapt quickly to leadership direction and feedback.
• Handle sensitive and confidential information with the highest level of integrity.
• Frequent travel to international and domestic locations.
• Perform other duties as assigned.

Basic Qualifications:

• Proven learning and development consulting experience with clients.
• Proven knowledge and experience of human performance improvement and learning and development methodologies.
• Demonstrated ability to lead projects, meet corresponding deadlines, handle multiple priorities, and perform job responsibilities autonomously in a fast-paced environment.
• Demonstrated process-centric thinking, strong organizational and time management skills, attention to detail, and eye for process improvement opportunities.
• Proven ability to conduct effective needs analysis, identify gaps and provide recommendations as needed Demonstrated experience in creating technical and soft skills training in a variety of applications such as computer-based training, facilitator-led training, blended learning, self-study, and job aids.
• Clearly and effectively communicate key information to partners at all levels of the organization.
• Proven ability to analyze performance, coach and provide feedback.
• Strong background in training delivery, implementation and logistics.
• Process-centric thinking, strong organizational skills, attention to detail, and ability to recognize process improvement opportunities.
• Highly motivated, self-starter, with the ability to work independently, adapt to change, and take independent actions to hold self accountable to meet or exceed client expectations.
• Ability to thrive in a dynamic, ever-changing environment and maintain a professional composure and demonstrate good judgement while handling a multitude of tasks and difficult situations.
• Strong partnering, influencing and relationship-building skills.
• Demonstrated ability to work well under pressure while handling multiple priorities, use problem solving methodology for decision making and follow up.
• Ability to learn and maintain knowledge of supported client areas.
• Computer proficiency and ability to work in multiple software applications including eLearning authoring tools and a Learning Content Repository (LCR).
• Ability to execute strategy, with proven experience tactically implementing new initiatives.
• Ability to brainstorm and effectively share thoughtful opinions that take a learning experience from good to great.
• Ability to be flexible with work schedule, including evenings, weekends, variable shifts and holidays and travel as needed.
• Proven leadership experience.
• BA/BS or equivalent work experience in Human Resources Management, Instructional Design & Curriculum Development, Performance Consulting, Training and Curriculum Development, Facilitation or related field.

Preferred Qualifications:

• Working knowledge of the cruise, hospitality, contact centers industries or related fields.
• Master’s Degree or formal certification/education/experience in performance consulting, applying ADDIE or related learning models, adult development theory, or curriculum development desired.
• Bilingual, Multilingual.

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse and inclusive workforce that is representative of our audiences, and where all can thrive and belong. We are committed to building a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.