Manager, Communications and Curriculum in Round Rock, TX at Sears Holdings Corporation

Date Posted: 5/30/2019

Job Snapshot

  • Employee Type:
  • Location:
    1300 Louis Henna Boulevard
    Round Rock, TX
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 976513BR
Employing Entity: Transform SR LLC
Employment Category: Regular, Full-time
Job Function: Operations

The Communications & Curriculum Manager is responsible for maintaining Member Services Organization (MSO) and Service Contracts call center operations policies and procedures, communicating changes and enhancements, and reviewing trends and issues to escalate opportunities to improve related processes across business formats. This manager is also responsible for the Instructional Design function, which develops and modifies effective call center training eLearning and instructor-led content.

Job Requirements

Job Duties/Responsibilities:
  • Serves as point of contact with key subject matter experts and business leaders across all formats, providing direction to team members and ensuring policies and processes are accurately reflected in all materials published and timelines are met
  • Partners with the business when a training solution is being discussed and identified; reviews, revises, and approves training that is developed by the Curriculum team for MSO and Service Contracts. Responsible and accountable for the quality and accuracy of all learning products developed
  • Directs, manages, and oversees the workload of the Communications Management and Instructional Design teams through assignment and review of work, establishment of continuous improvement processes, and bandwidth/ resource considerations
  • Owns version control, governance and document management for the organization
  • Represents Communications Management Team (CMT) and Curriculum on cross functional project within the organization to assess and provide support for successful project completion.
  • Continuously identifies and expands eLearning and instructor-led learning solutions and product diversity to ensure that the business remains at the forefront of learning methods such as scenario-based learning/gaming as appropriate to business needs. Researches new industry trends and influences the elearning strategy at the company to meet training needs
  • Participates in user acceptance testing during implementation or enhancement phase of knowledge management and curriculum systems
  • Performs supervisory functions, including but not limited to, making employment decisions regarding hiring, promoting, demoting and terminating, conducting performance appraisals and coaching and developing associates

Job Requirements:
  • 5+ years experience with call center systems and processes
  • 5+ years experience in a management role
  • Ability to lead cross functional teams across multiple locations to meet project deadlines and requirements
  • Proven ability to strategically plan and prioritize multiple work streams, with strong detail orientation and organization skills
  • Able to effectively operate and lead in a rapidly changing business environment
  • Prior business and/or curriculum writing experience with proven editorial experience
  • Ability to work with and communicate effectively with all levels of management, and across multiple lines of business and formats
  • Proficient in Microsoft Office programs (i.e., Excel, Access, PowerPoint, Word, Outlook)
  • Must have the ability to travel internationally
  • Excellent oral and written communication skills with ability to communicate in spoken and written English well enough to be understood by direct reports, supervisors, co-workers, and customers
  • Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
  • Ability to meet the physical requirements of sitting and some standing and walking, with bending and reaching as necessary
  • Ability to demonstrate self‐control by maintaining composure and keeping emotions in check even in difficult situations
  • All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC's compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)

Preferred Skills:
  • Six Sigma certification or experience with Lean methodology
  • Curriculum design experience