Manager - Strategic Learning & Knowledge Consultant (Hybrid)

Lead strategic learning and knowledge initiatives for customer service operations by translating business objectives into learner-centered solutions. Partner with intent owners and operations leaders to co-create an annual learning/knowledge agenda, manage project scope, timelines, and budgets, and embed learning into workflows. Use consulting and root-cause frameworks to assess learning needs, define success metrics aligned to KPIs, and drive continuous improvement across a matrixed environment.