Purpose of the Job
The Learning & Delivery Operations Lead position is responsible for leading the end-to-end operational management of Industrial Automation Learning services ensuring efficient planning, scheduling, delivery, financial performance, customer satisfaction, and continuous improvement of training operations
directly impacting the success of the Industry Services Academy (ISA) learning services business.
This position serves as the central operational leader for training delivery activities, partnering with instructors, commercial teams, regional stakeholders, customers, and external and internal training partners to ensure learning programs are delivered consistently, profitably, and in alignment with business objectives.
Key Responsibilities
Training Operations & Delivery Management:
- Lead the end-to-end operational planning, coordination, and execution of learning and training delivery activities across assigned regions and programs.
- Monitor and drive utilization and cost recovery of delivery team members as per commercial and delivery goals.
- Manage, publish, and promote customer and internal service delivery schedules, in coordination with Global Delivery Manager, Instructors and Regional Commercial Leads using ScheduleIT, LMS, web portal or other tools.
- Monitor the performance of delivery team members to ensure quality of services, identifying /proposing corrective actions where needed.
- Engage end-users during the delivery process, ensuring participation/attendance as per plans, including supporting customers through any schedule changes, monitoring their satisfaction and drive continuous improvement through periodic surveys and/or direct feedback interactions.
- Implement services delivery process as per established Quality and Governance standards including supporting customers through pre-sales, delivery and post-delivery phases.
- Support achievement of regional revenue, margin, staff utilization and cost recovery goals through
day-to-day operational control of service delivery.
- Adopt and support digitization of training operations as needed.
- Manage operational support activities such as logistics, communications, planning, Scheduling, vendor coordination, delivery readiness and reporting follow up according to service delivery processes.
- Support the regional commercial teams with forecasting, planning, and achievement of business growth objectives.
- Support pre-sales processes such as marketing, customer query management, opportunity tracking, proposal/quotation preparation, as needed.
Financial Management: - Drive the financial process for services in scope, including (but not limited to) standard quotations, order management, internal purchase requisitions, vendor payments and invoicing activities applying appropriate payment methods.
- Utilize SAP and other financial tools to process, review and report transactions as needed.
- Maintain a variety of periodic financial reports / journals to reconcile financial transactions and monitor business performance across direct sales, project sales, flex funds and/or training growth funds.
- Support achievement of regional revenue and margin goals. Ensure profitability of learning engagements through effective management of costs, trainer utilization, vendor spend, and delivery budgets.
- Curate the pool of ISA trainers, associate trainers, vendors and service providers globally and manage relationships.
- Support sales and commercial teams with pricing inputs, estimations and quotations, and proposal development.
Customer Relationship Management (CRM): - Plan and implement marketing activities in the region to promote training offers to customers, in coordination with Commercial team.
- Maintain end-user/participant and key stakeholder database to enable CRM activities.
- Monitor end-user satisfaction from services delivery and drive continuous improvement through periodic surveys and/or direct feedback interactions.
- Identify improvement/corrective actions to address customer feedback.
Measures of Success - Learning delivery operations conducted as per ISA delivery metrics and quality objectives
- ISA commercial and delivery goals achieved
- Customer satisfaction goals achieved
Experience: 3+ years of experience in training operations, service operations administration, project management, financial processing and customer facing activities and responsibilities.
Education: Bachelor's Degree in learning operations or technical education discipline, or equivalent experience.
Skills & Competencies: - Strong communication skills in working with cross-functional, cross-cultural teams using a variety of different communication tools, such as email, instant messaging, conference calls, and live-meeting software
- Ability to work collaboratively across cultures and countries must be demonstrated
- Proactive, motivated self-starter who can juggle multiple priorities concurrently and engage in support when needed
- Experience working with an edutech platform or Learning Management System
- Experience working with a financial system such as SAP, e-commerce platform,
- Analytical, troubleshooting and problem-solving skills
- Strong technical skills including proficiency in Microsoft Office, mainly Excel
- Team-oriented with interactive listening skills
- Preferably multi-lingual with English as the core language
- Ability to work flexible hours
- Ability to travel up to 10%
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€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries
You must submit an online application to be considered for any position with us. This position will be posted until filled.
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