Senior Training Manager

ComOps is in a start-up phase and is focused on supporting strategy, tactical work, and loyalty programs for hospitality organizations. This includes casinos, hotels, restaurants, and resorts. The operation may continue to grow by supporting other verticals such as retirement communities, rehabilitation communities, and assisted living facilities. ComOps will have strength in Commercial Operations defined as (but not limited to): Contact Center, Revenue Management, Digital Marketing & eCommerce, Loyalty, Distribution/Leisure Sales, Gift Cards, Customer Experience, and Hospitality Analytics. Although we are not a technology company, we will take pride in understanding technology and how it can help support the organizations we partner with. We should focus on challenging and supporting our team to find continuous improvement and executing with excellence. We must retain our identity as a team that is always learning, and always teaching. As a B2B organization, our success will be measured by the positive outcomes of our customers and their guests.

Description & Objectives

Skills, Qualifications, & Requirements

Responsibilities: ComOps Senior Learning and Development Manager is responsible for leading the execution of learning and development strategies that build functional, professional, and leadership capabilities to support our clients’ continued growth and success. Expertise is required in instructional design, development, and delivery of solutions to be successful. Additionally, this role will partner with vendor trainers, client trainers and human resource leaders to ensure that the right solutions are being developed, prioritized, and executed for the greatest business impact and ROI.

Essential duties include, but are not limited to:

·        Conduct discovery sessions to assess client’s training material, identify opportunities or gaps, and create material for the contact center training team. This could include SOPs, specialized training for online streaming platforms (i.e. Zoom, Microsoft Teams, WebEx, etc.)., detailed manuals, templates, job aids, and infographics.

·        Lead the design for all instructor-led and self-guided training for the Company, providing oversight over the e-Learning platform.

·        Lead development of standards and practices and evaluate trainer performance through accreditation, then track, measure, and assess the completion and effectiveness of learning and development programs. Uses appropriate metrics/resources (surveys, questionnaires, roundtables, forums, mystery shops etc.), to track results

·        Collaborate with operations leaders to encourage the advancement of staff through specialized training efforts while respecting the commitment to meeting service level.

·        Perform gap analysis to ensure partner advisors have tools, processes, training, and empowerment to deliver expected customer experience.

·        Correspond with client to ensure refresher trainings topics are effective and necessary

·        Collaborate with vendors and cross-functional internal teams to ensure successful collaboration and delivery of objectives. and maintain client relationships

·        Analyze, share, critique, and drive improvement in partner performance across all defined metrics and identify trends, opportunities, issues, and concerns..

·        Select, train, coach, counsel, appraise, and retain direct reports who consistently perform actions and behaviors that reinforce the Company’s mission and values.. Candidate should act as a role model to trainees, setting high standards by their own conduct

·        Create and communicate goals, role clarification, expectations, financial planning, etc.

·        Assist in operations and quality assurance as needed

Experience: Prior commercial operations experience at a prominent hospitality organization for 5+ years, showing positive outcomes for stakeholders. Solid knowledge of the operations of a commercial organization. Experience supporting hospitality organizations on strategic work with a consultative approach which includes tasks that required use of analytics. Candidate right for the role will have a track record of leadership resulting in change, with focus on continuous improvement. This role requires the ability to diagnose gaps or problems quickly and have the foresight to anticipate potential issues.

Education & Experience:

·        Bachelor's degree and/or 7+ years of L&D in a mid-size or large company. Experience in the casino/ hospitality industry is preferred

·        PHR, SHRM-CP, ATD, CPLP or similar professional certification preferred

·        Proficiency with basic MS Office software is required (i.e. Word, Excel, Power Point, Share Point, Outlook)

·        Proficiency in Adobe Suites, Articulate, Cornerstone, PMS systems i.e., LMS or SynXis

·        Excellent verbal and written communication skills

·        Proven ability to lead, direct, and motivate others

·        Ability to identify emerging trends among complex, sometimes obscure data and articulate innovative, clear, and proactive approaches to problem solving

·        Must be able to manage a high degree of administrative work which requires repetitive finger and wrist motion (keyboard data entry), as well as prolonged viewing of data on a computer monitor (50% of time)

Work Environment

·        Must be prepared and able to manage many concurrent tasks

·        Must be able to work extensively with employees in a coaching, mentoring, training as well as a disciplinary capacity

·        Must be able to work hours that support the 24-hour call center operation.

·        Travel required – (25%)

Learning is critical at The ComOps Group, so is teaching others. Humility to us is: Still teachable, make sure you exhibit this trait.

Licensing:   All employees must be able to obtain a gaming license in North American jurisdictions. This may include a formal background check by an outside or government agency. Licensing requirements are subject to change.