Role Summary:

This full-time Learning & Knowledge Manager will be at the center of supporting Saks and our number one priority of ensuring our clients receive an excellent customer experience with every interaction they have with us. The team member in this position will need to be able to think outside the box while being positive, energetic and well organized to drive the development of our training programs for associates assisting clients in a dynamic, growing and changing contact center environment. They will also lead the strategy on how to contemporize our knowledge management to evolve every aspect of learning and development at Saks to be deeply engaging, relevant and accessible.

The person in this role will need to possess mastery with learning science theories of the design and development of internal learning initiatives and recognition programs. They will lead the design for delivery of these initiatives via instructor led, interactive video or other technologies for on-the-job training for Saks Contact Center Agents. These modalities include expertise in eLearning, animations, and virtual learning. This role oversees all internal learning and development at Saks, including infrastructure, curriculum design, program delivery and reporting of key metrics of success. The Learning & Knowledge Manager will use learning and instructional theory to develop and analyze learning needs and goals for the entire Contact Center team. They will audit and provide recommendations to improve knowledge management. The Learning Manager will collaborate with team members to support and prioritize our learning and development roadmap focused on customers, continuous onboarding and offboarding improvement, and first-contact resolution. You will be offered an amazing opportunity of being part of a team tasked with enhancing the legacy style and service that has made Saks the number one luxury retailer.

Responsibilities:

• Lead the team in delivering effective training that will utilize instructional design expertise including data analysis, adult learning, curriculum development, technology enabled/enhanced learning and blended learning strategies.
• Ability to ideate and translate strategic goals into appropriate development programs while meeting and managing the changing priorities of the business
• Ideate, develop, utilize, and share a tracking process to measure the effectiveness of training programs, including new hire orientations. Leverage feedback, and continuously strive for improved training programs and processes.
• Govern the needs analysis process, and strategize priorities as the learning team discovers specific business needs and form recommendations on strategic learning solutions in partnership with team members
• Govern and evaluate training programs, individual trainers, and team leaders to drive improvement and efficiency
• Evaluate data to identify insights into the effectiveness of training in relation to business goals, make changes as needed. This includes identifying top performing agents and development of improvement plan for bottom quartile agents.
• Audit current Knowledge Management Base to identify critical training gaps and improvement opportunities
  • Saks myTrailhead – LXP
  • UAD – Internal Facing articles
  • UAD – Public Facing articles Sales

• Govern the sustainability and development of documentation spawned from system changes and integrations, and how these are incorporated into the Knowledge Management Process.
• Stay abreast of new and emerging instructional design and adult learning theories
• Work with Operations on the creation, implementation, and sustainment of standardized work and processes
• Audit current New Hire Agent and Onboarding Strategy to identify critical training gaps and improvement opportunities.
• Develop, implement, and sustain custom world class training programs and process documentation
• Ability to effectively lead, direct, coach and mentor others on how to design and deliver effective learning solutions that maximize employee engagement, development, and business outcomes
• Partnership Management: Bridge the gap between Customer Service and internal business partners by developing a program for requesting new/enhancements to programs or knowledge for associates. This includes a request for training development program and setting expectations (timing and funding) for implementing changes across the contact centers / impacted associates.
• Effectively manage interactions with stakeholders including setting expectations, holding meetings and ongoing project updates leveraging strong program and project management skills (including detail-oriented, ability to organize, plan and execute while leading cross functional teams)
• Engage regularly with Operations staff on status of current projects as well as prioritization of new priorities

Educational and Professional Requirements:

• Bachelor’s degree with 10+ years with implementation, L+D, knowledge management, instructional design, educational technology or a related field
• Masters in Adult Education, Instructional Design, Instructional Technology, Learning Design and Technology, Instructional Systems technology, Educational Psychology, Workforce, Career and Technology strongly preferred.
• Can embrace diverse backgrounds, ideas and experiences to put inclusion globally at the heart of learning experiences.
• Call Center experience is strongly preferred but not required
• Proven track record in developing or deploying training strategy for frontline associates
• Experience using Learning Management Systems and Learning Experience Platforms
• Manager doer mentality open to getting your hands dirty
• Demonstrates strong business acumen and a track record of success in partnering with business leaders, leveraging strong written and verbal communication skills
• Ability to manage competing priorities and balance multiple projects in a dynamic, fast-paced environment and responding quickly to feedback through iterative design
• Self-starter with strong initiative, energy, and accountability with the ability to work autonomously and in a team environment
• Excellent project management skills (Agile Scrum, Design Thinking, Addie) with a demonstrated ability to lead projects from inception through completion while bringing stakeholders along
• Familiar with Salesforce products including: Sales Cloud, Service Cloud, and Sales Enablement/myTrailhead)
• Proficient in Google Suite, Asana, Adobe Creative Cloud (Photoshop, Illustrator, Premier Pro, Rush) Articulate (Storyline and Rise) Vyond, Camtasia, and with a willingness to learn new software as appropriate.

Your Life and Career at Saks:

• Exposure to rewarding career advancement opportunities
• A culture that promotes a healthy, fulfilling work/life balance
• Benefits package for all eligible full-time employees (including medical, vision and dental).
• An amazing employee discount

Thank you for your interest with Saks. We look forward to reviewing your application.

Saks provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Saks complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Saks welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.

Saks.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.