Change people's lives and love what you do! Cochlear is the most recognized brand in hearing health care.

Director, Learning and Development (Customer Experience)

Position Spotlight:

• 10+ years of experience in leading teams in a highly regulated industry with experience specific to learning and development, operations, knowledge management and/or quality assurance teams, with previous experience as a change leader for transformational change.
• This role combines Learning & Development, Knowledge Management and Quality Assurance to provide end-to-end synergy between these three important areas in Customer Experience.

Change people's lives and love what you do! Cochlear is the most recognized brand in hearing health care.

About the role

Cochlear is helping people hear, and be heard, all over the world. Come be a part of our amazing mission! If you love leading teams in new and innovative spaces You will join our Customer Experience team with oversight for three distinct, but very connected, areas: Learning and Development, Knowledge Management, and customer interaction-focused Quality Assurance. Learning and Development will encompass Customer Experience and Insurance Services teams. In this role, you will be based in our Americas head office in Lone Tree, CO.

Your success in this role is measured by the speed at which team members become proficient in their role and the pace of ongoing knowledge acquisition over time. The path will include leading the transformation away from traditional classroom training to more modular training that is flexible and impactful. You will work with business leaders, global talent development and the global customer service council to define and develop learning methodologies that are nimble, effective, and efficient for adult learners in the Customer Experience space. You will have a seat at the Operations table as you become the change agent for how new hires in our Customer Experience and Insurance Services teams learn.

Key Responsibilities

Learning & Development

• Develop and implement the organization's overall L&D strategy for all team members within Customer Service, Supply Chain and Insurance Services.
• Anticipate and eliminate future skills gaps through incisive new, nimble L&D programming to drive speed of team members to proficiency in role.

• Lead a function of people leaders and facilitators, providing guidance, support and coaching to ensure their professional growth and program delivery excellence. Knowledge Management

• Accountable for overseeing all knowledge-related activities, including the management, capturing, sharing, accessibility and maintenance of knowledge assets that include customer service, supply chain, and insurance ser

• Identify knowledge platform needs or opportunities for improvement and propose strategic solutions, implementation plans, governance, and project management oversight.

• Partner with insurance services reimbursement systems and provider enrolment team to align knowledge management resources across that stream (managed within that stream). Quality Assurance

• Accountable for the quality program that monitors customer interactions and measures performance against standards and policies for the organization specific to customer service and supply chain.

• Partner with stakeholders to instil quality into our processes and prevent errors/incorrect information from being shared with customers.
• Develop and implement KPIs, service levels, and/or performance measures that address quality assurance effectiveness and efficiency.

Key Requirements

To add value to Cochlear in this role you'll be able to meet and demonstrate the following knowledge, skills, and abilities in your application and at interview:

• Bachelor's Degree
• 10+ years of experience
• Proven success leading and evolving a Learning & Development function preferred; deep experience in qualit assurance and/or knowledge management also preferred. Experience in a highly regulated industry required.
• Experience creating, implementing, and monitoring KPIs for a business operation with the proven ability to reassess goals and indicators as needed to improve performance.

Total Rewards

In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits.

• Pay Range in the United States: $155,000 - $190,000 per year based upon experience, as well as an annual bonus opportunity of 20% of base salary. Exact compensation may vary based on skills, experience, and location.
• Benefit package includes medical, dental, vision, life and disability insurance as well as 401(K) matching with immediate vesting, Paid Time Off, tuition reimbursement, maternity and paternity leave, Employee Stock Purchase Plan and pet insurance.