(Senior) Learning Innovation Manager*in Customer Service (/-) (m/f/d)

Strategic learning control: The holistic definition of the training and enablement strategy for the mobile communications sector is in your hands – always with the aim of optimally integrating the learning into the service everyday. Curation of the learning landscape: In this role, you accompany the introduction of modern learning formats as well as AI-based tools and support the team in their responsible use. Data-based support: Skill gaps are identified by the joint analysis of performance data and customer satisfaction values. Your key question is: “What helps the team to perform even better?” A variety of ecosystems: You shape diverse learning paths (blended, digital, presence), answer the framework concept for initial training and ensure the enablement for our monthly releases. Common quality: The partnership of the trainers with our service providers is the focus for ensuring a comprehensive and valuable quality of training.

That's what you got Funded basis: A successfully completed study or equivalent training in adult education, communication or business forms your foundation. L&D expertise: Multiannual professional experience in the service enablement or L&D field will help you – ideally collected in the telecommunications or contact center environment. Conceptual skill: Detectable experience in the development of training strategies combines with a deep understanding of how AI can change the role of service employees positively. Technological understanding: The safe handling of LMS systems, AI-based author tools and modern learning formats helps you establish innovative learning paths in the team. Analytical sense: You are delighted to interpret key figures (such as CSAT or FCR) and to translate them empirically into targeted, supportive training measures. Change and learning skills: With a lot of change-feeling, you build resistance, promote curiosity on new ways of working and bring the courage to try out innovative trends in the team.

Flexible working hours & Hybrid working model: up to 70% remote work possible Health & Sports: Health Check, Yoga, Workouts or Business Runs Corporate Benefits: Discounts for selected partners Further development: study funding, seminars or trade fairs Events: Social Days, Summer Festivals, Launch Parties, Christmas parties Mental well-being: Free access to a mental health platform including single and group sessions as well as webinars with psychological experts and coaches for your mental well-being Workation: up to 20 days/year possible in EU countries Flexible holiday: up to 70 days vacation per year Mobility: Subsidies Germany ticket and bicycle leasing Family: Childcare allowance Occupational pension