Learner Performance PM, WW SPS Customer Trust Training

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ABOUT THE TEAM:

The WW Selling Partner Services (SPS) vision is to enable every brand – from the small business with an idea to the large, multi-national corporation – to be able to thrive and grow into a global selling success. Our vision is not meant to encompass everything that we may do in the near-term, but it articulates a point of view on what we will prioritize and where we want to go over the long term.

WW SPS Customer Trust Training (CTT) develops and delivers learning experiences to enable Associates, Investigators and Analysts to achieve the right outcomes for our Buyers and Selling Partners.

ABOUT THE ROLE:

The Learner Performance Program Manager plays a key role as part of the broader CTT team to deliver solutions that drive the right outcomes for the business. We achieve this through analysis of learner performance data and customer feedback, identification of actionable insights, closed-loop improvement planning and execution with peer CTT teams and the business.

The ideal candidate for this role will be:

• An innovator who is not afraid to dive deep on Learner pain points and to experiment with new solutions
  
• Customer Obsessed in their approach to measure and analyze issues, and develop scalable solutions
  
• A communicator who interacts with stakeholders across levels and geographies to gather input and feedback
  
• Able to build data insights to analyze and isolate issues, develop solutions, and prioritize opportunities
  
• Able to communicate and iterate on a comprehensive set of metrics to measure the performance of Learners and training impact
  
• Flexible to changing priorities, open to new ideas
  

BASIC QUALIFICATIONS:

• Bachelor’s Degree or Equivalent Experience
  
• 3+ years of experience in program or project management
  
• 3+ years of experience using data and metrics to drive improvements
  
• Experience defining and executing against program requirements
  
• Experience implementing repeatable processes and driving automation or standardization
  
• Experience owning program strategy, end-to-end delivery and communicating results to senior leadership
  
• Problem solving skills, critical thinking and willingness to be vocally self-critical
  

Key job responsibilities

• Data Analysis, Root Cause Problem Solving, Path To Green solutioning, and Driving Actions
  
• Report learner performance in the Quarterly Business Review
  
• Coordinate path to green (PTG) action plans with internal and external stakeholders
  
• Document Learner Performance callouts and metrics for the CTT Weekly Business Review (WBR)
  
• Proactively partner with Ops to uncover top defects during and post-ramp, and working with Learning Experience Design (LXD) and Training Delivery (TD) on learning initiatives to drive down defects
  
• Analyze trends for top questions and defects by new learners, working with LXD and TD on performance improvement initiatives
  
• Initiate a closed loop mechanism with TD/LXD to inspect survey and assessment findings and actions that tie to program level performance
  

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• 3+ years of program or project management experience
  
• 3+ years of working cross functionally with tech and non-tech teams experience
  
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
  
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
  
• Experience defining program requirements and using data and metrics to determine improvements
  

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• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
  
• 3+ years of driving process improvements experience
  
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
  
• Experience building processes, project management, and schedules
  

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