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About careerzynith
careerzynith is a world‑leading technology and services organization that powers innovative customer experiences across a portfolio of smart home, security, and connectivity solutions. With a rapidly expanding global footprint, careerzynith’s Contact Center (CS) organization supports millions of customers daily, delivering fast, reliable assistance for both everyday inquiries and complex technical issues. Our commitment to continuous improvement, cutting‑edge automation, and a culture of learning makes us an employer of choice for forward‑thinking professionals who want to shape the future of customer support.
Why This Role Matters
As the Senior Manager, Learning & Quality, you will be the strategic architect behind careerzynith’s global learning ecosystem, knowledge‑asset framework, and AI‑enabled quality assurance processes. Your work will directly influence how our support agents across the Americas, EMEA, and ROW acquire skills, apply knowledge, and deliver exceptional service. By harnessing artificial intelligence and automation, you will drive efficiencies that empower agents to resolve issues faster, improve customer satisfaction, and reduce operational costs.
Key Responsibilities
- Strategic Vision & Planning: Design, develop, and communicate a multi‑year learning and quality strategy that aligns with careerzynith’s corporate objectives and the evolving needs of a global contact center.
- AI‑Driven Automation: Lead the selection, deployment, and continuous optimization of AI tools that enhance training delivery, knowledge‑base accessibility, and quality monitoring.
- Content & Knowledge Asset Management: Oversee the creation, curation, and governance of knowledge assets, ensuring they are structured, searchable, and kept up‑to‑date for agents worldwide.
- Experimentation & Innovation: Conduct pilots of emerging learning modalities (e.g., micro‑learning, immersive simulations, adaptive learning paths) and evaluate their impact on performance metrics.
- Cross‑Functional Collaboration: Partner with careerzynith Operations, Finance, Technology, and third‑party service providers to synchronize learning initiatives with business processes and technology roadmaps.
- Team Leadership & Development: Manage a high‑performing team of learning managers, quality analysts, and content specialists; mentor them to achieve ambitious KPIs and professional growth.
- Data‑Driven Decision Making: Define program requirements, establish key performance indicators, and use analytics to drive continuous improvement and report outcomes to senior leadership.
- Global Project Delivery: Lead multiple, concurrent learning and quality projects, ensuring timelines, budgets, and quality standards are met across diverse geographies.
A Day in the Life
Every day at careerzynith is dynamic and purpose‑driven. You might start the morning reviewing AI‑powered analytics dashboards to identify emerging training gaps, then convene a cross‑functional sprint with technology and operations leaders to prioritize automation enhancements. Mid‑day could involve coaching a senior learning manager on designing an interactive simulation for a new product launch, followed by a stakeholder briefing with regional directors to align on upcoming knowledge‑base updates. The afternoon may be spent presenting pilot results to senior leadership, refining the strategic roadmap, and mentoring your team on best practices for data‑centric quality assurance. This rhythm of strategic thinking, hands‑on execution, and collaborative influence ensures you are constantly learning, innovating, and delivering impact.
Required Qualifications
- Minimum 7+ years of experience leading cross‑functional initiatives that blend technology and non‑technical teams.
- At least 5 years of direct people‑management experience, with a proven track record of building high‑performing learning or quality teams.
- Demonstrated expertise in contact‑center automation, AI‑enabled training platforms, and knowledge‑management systems.
- Strong background (10+ years) in contact‑center operations, organizational development, or related fields such as training design, quality assurance, or process improvement.
- Experience defining program requirements, establishing metrics, and communicating results to senior leadership.
- Bachelor’s degree in Business, Education, Human Resources, Computer Science, or a related discipline; Master’s degree preferred.
- Proven ability to develop and execute global learning strategies, including evaluation methodologies and curriculum design for diverse audiences.
- Exceptional program‑management skills, with a focus on detail orientation, multitasking, and delivering on time and within budget.
- Hands‑on experience working in a high‑volume customer contact center environment, preferably with international exposure.
Preferred Qualifications & Additional Skills
- Experience leading initiatives outside of traditional training, such as product development, change management, or digital transformation.
- Familiarity with business, financial, and process‑improvement tools (e.g., Six Sigma, Lean, Tableau, PowerBI).
- Demonstrated success in scaling learning programs across multiple regions and cultures.
- Strong strategic thinking combined with a hands‑on design mindset; ability to translate adult‑learning principles into practical, technology‑enabled solutions.
- Excellent communication and influencing skills, capable of building consensus among senior leaders, technical teams, and external partners.
- Passion for emerging technologies such as generative AI, natural language processing, and adaptive learning platforms.
Core Skills & Competencies
- Strategic Leadership: Ability to envision, articulate, and execute a long‑term learning and quality roadmap.
- AI & Automation Acumen: Deep understanding of AI tools for training, knowledge retrieval, and quality monitoring.
- Data Literacy: Proficiency in interpreting analytics, deriving insights, and translating them into actionable improvements.
- Project & Program Management: Mastery of methodologies (Agile, Waterfall) to manage complex, multi‑stakeholder initiatives.
- Change Management: Skill in guiding teams through transformation, ensuring adoption and sustained impact.
- Collaboration & Influence: Ability to work effectively across functions, cultures, and time zones.
- Customer‑Centric Mindset: Commitment to delivering exceptional experiences for both internal agents and external customers.
Career Growth & Learning Opportunities
careerzynith invests heavily in the professional development of its leaders. In this role, you will have access to:
- Executive mentorship from senior leaders in Global Operations, Technology, and Finance.
- Funding for certifications in AI, instructional design, and quality management (e.g., CQI, ATD).
- Opportunities to lead high‑visibility, company‑wide initiatives that shape the future of contact‑center learning.
- Rotational programs that expose you to different business units, enhancing your strategic perspective.
- Participation in internal innovation labs where you can prototype and test emerging learning technologies.
Work Environment & Culture at careerzynith
Our culture is built on curiosity, collaboration, and continuous improvement. At careerzynith you will experience:
- Inclusive Community: A diverse workforce where every voice is valued and ideas are welcomed.
- Flexibility: Options for remote work, flexible hours, and a supportive work‑life balance.
- Innovation‑Driven Atmosphere: Access to cutting‑edge tools, labs, and a culture that encourages experimentation.
- Recognition Programs: Regular acknowledgment of individual and team achievements through awards, bonuses, and public celebrations.
- Health & Well‑Being: Comprehensive wellness programs, mental‑health resources, and fitness incentives.
Compensation, Perks & Benefits
careerzynith offers a competitive total rewards package that includes:
- Base salary aligned with market benchmarks for senior leadership roles.
- Performance‑based annual bonuses tied to measurable outcomes.
- Equity participation opportunities that align your success with the company’s growth.
- Comprehensive health, dental, and vision coverage for you and your dependents.
- Generous paid time off, parental leave, and holiday schedules.
- Retirement savings plans with company matching contributions.
- Professional development budget, tuition reimbursement, and access to internal learning platforms.
- Employee assistance programs, wellness stipends, and on‑site amenities (where applicable).
How to Apply
If you are a visionary leader with a passion for leveraging AI to transform learning and quality at scale, we invite you to join careerzynith’s mission‑driven team. Bring your expertise, creativity, and strategic mindset to a role where you will shape the future of global customer support.
Submit your application through the link below. We look forward to discovering how your talents can elevate careerzynith’s learning and quality excellence.
Apply Job!
careerzynith is an Equal Opportunity Employer
careerzynith is committed to fostering a diverse and inclusive workplace. We do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected characteristic. Accommodations are available for candidates with disabilities upon request.
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