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 (Lx D).
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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