Manager - Learning & Development (Content & Digital Learning)
Location: India Department: Learning & Development / Talent Development
Reports To: Head - Learning & Development
Role Overview
We are seeking an experienced and innovative Manager - Learning & Development to lead the design, development, and implementation of high-impact learning solutions across business operations. The ideal candidate will possess deep expertise in training content creation within the BPO industry , instructional design, digital learning technologies, and learner experience design.
This role requires a strategic learning professional who can manage end-to-end learning projects, lead a team of content developers and instructional designers, and deliver engaging learning experiences through e-learning modules, AI-enabled learning solutions, digital simulations, gamification, and immersive learning technologies .
The successful candidate will bring a strong understanding of adult learning principles, business process training, and modern learning technologies, including Articulate 360, Adobe Captivate, AI-driven authoring tools, and simulation-based learning platforms .
Key Responsibilities
Learning Strategy & Content Development
- Design and implement scalable learning solutions aligned with business objectives and operational requirements.
- Lead the development of training curricula, facilitator guides, learner manuals, assessments, job aids, SOP-based learning content, and knowledge management resources.
- Create engaging and performance-focused learning experiences for customer service, sales, technical support, and back-office operations within a BPO environment.
- Apply instructional design methodologies such as ADDIE, SAM, Design Thinking, and Learning Experience Design (LxD).
- Ensure all learning content meets quality, compliance, and organizational standards.
E-Learning & Digital Learning Solutions
- Develop interactive e-learning programs using Articulate Storyline, Rise 360, and Adobe Captivate .
- Design and implement simulation-based learning experiences to enhance learner engagement and skill application.
- Leverage AI-powered authoring tools and automation technologies to improve content development efficiency.
- Create scenario-based learning, branching simulations, gamified learning journeys, and interactive assessments.
- Drive adoption of innovative digital learning approaches, including virtual learning environments and immersive technologies.
AI & Digital Simulation Innovation
- Lead initiatives involving Artificial Intelligence, digital simulations, virtual role-plays, and experiential learning solutions .
- Integrate AI-enabled learning tools for content creation, personalization, performance support, and learner analytics.
- Develop customer interaction simulations and process-based learning experiences that reflect real-world business scenarios.
- Evaluate emerging learning technologies and recommend solutions that improve learning effectiveness and business impact.
Team Leadership & Capability Building
- Lead, coach, and mentor instructional designers, content developers, and learning specialists.
- Establish governance frameworks, content standards, and quality assurance processes.
- Drive continuous capability-building initiatives focused on modern instructional design practices and digital learning innovation.
- Promote a culture of creativity, collaboration, and continuous improvement.
Stakeholder & Project Management
- Manage multiple learning projects simultaneously while ensuring adherence to timelines, budgets, and quality standards.
- Partner with Operations, Quality, Training, SMEs, and Business Leaders to identify learning needs and performance gaps.
- Communicate project progress effectively and manage stakeholder expectations across multiple business functions.
- Ensure optimal resource allocation and project prioritization.
Learning Analytics & Effectiveness
- Define and track learning metrics, including learner engagement, completion rates, knowledge retention, and performance improvement.
- Evaluate training effectiveness using Kirkpatrick's Evaluation Model and other measurement frameworks.
- Utilize learning analytics to drive continuous improvement and demonstrate business impact.
- Establish KPIs related to learner performance, operational efficiency, and training quality.
Qualifications & Experience
Experience
- 8-12 years of experience in Learning & Development, Instructional Design, or Learning Experience Design.
- Minimum 3-5 years of people management experience.
- Strong experience in BPO, Customer Experience, Shared Services, Contact Center, or Global Operations environments .
- Proven experience in content development, curriculum design, and digital learning implementation.
Educational Qualification
- Bachelor's Degree in Education, Human Resources, Business, Communications, or a related field.
- Certification in Instructional Design, Digital Learning, Learning Technologies, or Project Management is preferred.
Core Skills & Competencies
Content Creation & Instructional Design
- Expertise in instructional design and adult learning principles.
- Strong content writing, editing, and curriculum development capabilities.
- Experience developing SOP-based, process training, behavioral, and functional learning content.
- Ability to translate complex business processes into learner-friendly formats.
Learning Technologies
- Advanced proficiency in:
- Articulate Storyline 360
- Rise 360
- Adobe Captivate
- Learning Management Systems (LMS)
- AI-enabled learning platforms
- Simulation and gamification tools
AI & Digital Learning
- Hands-on experience with AI-powered content creation and learning technologies.
- Knowledge of digital simulations, virtual role-plays, and immersive learning experiences.
- Exposure to conversational AI, adaptive learning, and learner analytics platforms.
Leadership & Stakeholder Management
- Strong people leadership and coaching skills.
- Ability to influence senior stakeholders and drive alignment.
- Excellent collaboration and relationship management capabilities.
- Strong project planning, execution, and governance skills.
Communication
- Excellent verbal and written communication skills.
- Strong business writing and technical documentation expertise.
- Ability to present learning strategies and outcomes to leadership audiences.
Success Measures
Success in this role will be demonstrated through:
- Delivery of high-quality learning content and scalable digital learning solutions.
- Increased adoption of AI-driven learning methodologies and simulation-based training.
- Improved learner engagement, proficiency, and operational performance.
- Effective utilization of Articulate, Captivate, and digital learning technologies to drive business outcomes.
- Strong team performance, innovation, and capability development.
- Measurable impact on productivity, quality, customer experience, and operational KPIs.
Preferred Attributes
- Experience working in global or matrix organizations.
- Exposure to digital transformation and workforce upskilling initiatives.
- Passion for learning innovation, AI technologies, and learner experience design.
- Strong problem-solving and strategic thinking abilities.
- Continuous learner with a growth mindset and a focus on business impact.
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