We are looking for a Learning and Development Director to join our People Operations team. This role will play a critical role in shaping the future success of Upgrade, and will report to the Sr. Director of People Operations. This role will lead and support learning initiatives for the Operations team and provide shared services for the rest of the organization. In addition they will work closely with various teams to create, implement, and maintain comprehensive training programs. The ideal candidate will be a strategic thinker, a passionate trainer, and a leader who can drive excellence in our organization.

This is an in-office role based in our downtown Phoenix Operations Service Center.

• Develop, elevate, and implement training strategy that aligns with our brand values and company initiatives.
  Lead and manage a team responsible for the designing and delivery of initiatives for the Operations team and provide shared services for the larger organization.
• Elevate existing training programs for all levels of team members, from entry-level positions to management roles.
• Collaborate with department leaders to ensure consistency in training materials, processes, and brand standards across the organization.
• Continuously evaluate and enhance training materials, ensuring they are up-to-date and effective.
• Monitor and assess the performance of training programs, making continual adjustments necessary to achieve desired outcomes.
• Identify skills gaps and areas for improvement in the workforce and develop targeted training solutions.
• Foster a culture of continuous learning and development, promoting opportunities for career growth within the organization.
• Manage the training budget and resources efficiently.
• Stay current with industry trends and best practices in training

• Bachelor’s degree in training and development, instructional design, education, training, human resources, organization development, or related field required.
• Minimum of 8 years of experience in training and development, with a proven track record of leadership.
• Mastery of adult learning principles and effective training delivery in virtual and in-person environments.
• Experience working in a contact center environment and financial services industry is highly preferred.
• Willingness to travel to various locations as needed.