Learning and Development Manager

Role Overview

• Designs, develops, and implements learning programs, job aids, and performance support tools that support operational workflows, systems training, and business processes.
• Performs needs assessments in partnership with operational leaders to identify knowledge gaps, skill gaps, or process gaps that impact performance or customer experience.
• Translates complex operational content into structured learning experiences including curricula, documentation, guides, simulations, and reference materials.
• Partners with SMEs, Process Owners, QA/Audit, and Operations leadership to define learning requirements and validate content accuracy.
• Coordinates with LMS administrators and external vendors to ensure content distribution, accessibility, tracking, and reporting.
• Monitors feedback, evaluates effectiveness, and measures learning outcomes using performance, quality, and operational metrics.
• Continuously optimizes learning processes and assets to reduce rework, improve time-to-competency, and enhance user experience.
• Conducts research and benchmarking on learning trends, learning technologies, and workflow enablement tools.
• Supports audits, compliance updates, rollout communications, change management, and documentation related to new products, system releases, and operational changes.
• Leads small-to-medium scale L&D projects and contributes to cross-functional initiatives that improve operational training maturity.
• Prepares written and verbal summaries, training plans, and recommendations for senior stakeholders.

Requirements

• Ability to design and develop training content, curricula, job aids, and system training materials.
• Facilitate engaging learning sessions both virtually and in person.
• Work with SMEs to gather requirements and validate technical accuracy.
• Ability with project planning, scheduling, prioritization, and stakeholder communication.
• Use data to assess learning effectiveness and inform improvements.
• Have strong written communication, documentation, and instructional writing.
• Build learning measurement strategies and feedback loops.
• Advanced proficiency in PowerPoint, Word, Excel, and process documentation tools (e.g., Visio, Lucidchart, Miro, etc.).
• Attention to detail, follow-through, and ability to deliver with high quality.
• Learning & development practices, instructional design models, and adult learning theory.
• Operational training methods include SOP development, workflow mapping, systems training, and performance support tools.
• Business process improvement methodologies and continuous improvement concepts.
• Data-driven performance measurement and training impact analysis.
• LMS platforms, learning technologies, and digital enablement tools.
• Strong business acumen with the capacity to quickly grasp organizational operations and industry nuances to inform learning strategy and content development.
• Four plus years of experience in Learning & Development, Instructional Design, Operational Training, or similar function (optional).
• Prior Property & Casualty insurance experience (optional).
• Experience supporting Operations, shared services, underwriting, service center, financial services, or other process-driven environments preferred (optional).

Benefits

• Health Benefits : Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits : ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
• Mental Health & Wellness : Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits : Paid Time Off, Holidays, Preferred Partner Discounts and more.