About The Team
The Operations Division is a best-in-class digital assessment delivery and customer engagement function that supports millions of students and thousands of test centers annually. The Operations team is leading exciting work to advance customer experience using innovative solutions, emerging technologies, and integrated products to enhance the end-to-end delivery of digital assessments and all aspects of customer support. The Knowledge, Learning & Operational Effectiveness team collaborates across all operational functions to design and deliver integrated solutions that power our core operations. Our mission is to create a connected ecosystem that supports digital experiences, enabling operational efficiency and exceptional customer outcomes. From backend systems to educator-facing content, every solution we deliver is purposefully crafted to enhance the customer journey, ensuring seamless, intuitive, and impactful interactions at every stage.
About The Opportunity
The Operations Division is modernizing how we deliver learning solutions to enable high-impact, user-centered experiences. We are seeking a collaborative translator and facilitator, bridging the gap between instructional design, systems implementation, and operational process optimization. This role will lead the enablement strategy for our 300 internal Operations Divisional and upwards of 200,000 external learners, ensuring learning initiatives are aligned with business goals, scalable across functions, and foster engagement through learning-centered design. The Director of Learning Enablement will work closely with Operations and divisional instructional designer teams, platform/product owners, and Subject Matter Experts (SMEs) to streamline training experiences and support adoption of tools like the enterprise LMS (LearnUpon). This role requires a strong strategic process facilitator who is capable of building efficient workflows, collaborating broadly within a busy environment, and building stakeholder buy-in.
In this role, you will
- Learning Process Enablement & Optimization (40%)
- Analyze end-to-end learning delivery processes and identify opportunities to standardize workflows, prioritize processes, and increase efficiency.
- Develop process documentation, SOPs, and enablement toolkits that standardize how content is developed, approved, and deployed across teams.
- Lead initiatives to improve the usability, accessibility, and performance of learning experiences delivered via the LMS and related systems.
- Collaborate with SMEs and program partners to convert complex processes into learner-ready assets and workflows aligned to organizational goals.
- Governance and Standards Stewardship (30%)
- Lead the design, implementation and oversight of learning content and systems governance policies including content lifecycle, training repository updates, and content revision SOPs.
- Establish intake and prioritization processes for learning-related requests ensuring clear alignment with enterprise and learning goals.
- Serve as a liaison to product and program teams to ensure processes remain smooth, systems are nimble and efficient with governance structures established by the Ops L&D and KM teams.
- Monitor and report on training creation, engagement, and user feedback to establish impact measurements for ongoing metrics and to inform strategic updates.
- Learning Portfolio Management (30%)
- Oversee the planning, execution, and evaluation of cross-functional learning enablement projects from intake to post-launch.
- Develop and maintain project plans, timelines, and risk mitigation strategies for enablement initiatives and process enhancements.
- Lead stakeholder forums and working groups to ensure transparency, accountability, and shared ownership in enablement projects.
What you bring:
- 5 years of experience in learning operations, process management, program enablement, or project management within a matrixed organization.
- Strong track record in building scalable governance frameworks and optimizing learning or knowledge systems (preferably LMS platforms like LearnUpon).
- Demonstrated ability to lead cross-functional teams and translate business processes into actionable workflows and enablement plans.
- Proficiency in tools such as Confluence, JIRA, Articulate 360, and project management systems (e.g., Asana, Smartsheet, or MS Project).
- Excellent written and verbal communication, stakeholder facilitation, and change management skills.
- Strategic thinker with the ability to balance big-picture planning with tactical execution.
- Proven ability to build relationships and influence others to action.
- The ability to travel 4-6 times a year to offices or on behalf of business.
- Authorization to work in the United States.
