Goseco international executive search is proud to partner exclusively with a leading u.s. insurance distribution company in search of a director of learning & development to join their dynamic team.company overviewour client is a leading us insurance distribution company primarily focused on personal lines and small commercial insurance. Our client has been recognized as the #1 personal lines leader in the nation for the past five years, and consistently ranks in the top 10 property/casualty agencies in u.s. Today, our client has hundreds of retail locations throughout the united states including a contact center employing over 1,500 associates dedicated to providing best in class customer service and support to many insurance brands.position summarydue to the company’s growth and expansion, our client is seeking a highly experienced, bilingual director of learning & development to lead and oversee the planning, design, and implementation of strategic initiatives that foster a positive and productive work environment. This pivotal role is responsible for designing and executing comprehensive training programs aimed at enhancing employee skills and performance while aligning internal structures, processes, and cultures with business objectives. The ideal candidate will be passionate about driving continuous learning, managing organizational change, and promoting adaptability in a dynamic and competitive environment. With strong leadership skills and proven experience in the call center/contact center industry, this individual will play a crucial role in enhancing organizational efficiency, employee satisfaction, and overall business success.primary tasks & responsibilitiesdevelop and implement a strategic learning and development plan aligned with business objectives to ensure employees acquire the skills necessary for success.lead and support organizational change initiatives, fostering a culture of continuous improvement and adaptability.promote and implement innovative training methods and tools, leveraging modern learning platforms (lms, ai-driven tools, e-learning).design, develop, and implement engaging training programs for various roles, including onboarding, customer service skills, soft skills, leadership development, compliance, and technical knowledge.conduct engaging training sessions, workshops, and leadership programs, ensuring training can be delivered both virtually and in person.apply best practices in instructional design and training facilitation to enhance learning effectiveness.develop specialized training solutions for high-impact areas such as customer satisfaction, problem-solving, and handling complex situations.coach and mentor managers, team leaders, and employees to foster professional growth and high performance.build and develop high-performing teams by identifying skills gaps and providing targeted development opportunities.effectively manage and resolve conflicts within teams to maintain a productive and collaborative work environment.collaborate with hr and department heads to integrate learning initiatives with performance management, addressing skill gaps and tracking employee growth against key performance indicators (kpis).ensure adherence to quality assurance, compliance, and regulatory standards in all training programs.drive digital transformation initiatives to enhance the learning experience and scalability.manage the l&d budget efficiently, ensuring resources are allocated to high-impact training programs.measure and analyze the return on investment (roi) of training initiatives to optimize learning effectiveness.job qualifications / requirementsbachelor’s degree in human resources, education, organizational development, or a related field (master’s degree a plus).minimum of 7 years of experience in learning & development, with at least 3 years in a leadership role, preferably within a call center or customer service environment.proven ability to design, implement, and manage large-scale training programs, including leadership development, soft skills, customer service, and compliance training.strong knowledge of instructional design principles and adult learning methodologies to develop engaging and scalable training programs.experience managing learning management systems (lms) and e-learning platforms such as moodle, blackboard, or cornerstone.ability to analyze learning outcomes, assess training effectiveness, and implement improvements based on performance metrics.experience in budget management and cost-effective training program execution.knowledge of industry regulations, labor laws, and compliance training requirements.proven ability to develop and implement new training methodologies that reduce time-to-competence while maintaining effectiveness.expertise in leading learning initiatives that align with business strategy and foster a strong learning culture.fluency in both english and spanish, with the ability to develop and deliver training programs effectively in both languages.strong leadership skills with experience in developing, coaching, and managing high-performing training teams.ability to work closely with hr, operations, and leadership teams to align training initiatives with company goals.ability to stay updated on emerging learning technologies and continuously enhance training strategies.proven experience working in or with call center environments, understanding their unique challenges and training needs.strong emotional intelligence and soft skills, including empathy, active listening, and the ability to engage and motivate diverse teams.service-oriented mindset with a strong focus on customer satisfaction and relationship-building.excellence in responsibility, consistently striving for high-quality performance and results.adaptability to change, demonstrating flexibility and resilience in dynamic work environments.integrity, adhering to high ethical standards and company values in all actions and decisions.strong commitment to organizational goals, consistently delivering on promises and expectations.ability to work under pressure, managing stress effectively while maintaining productivity and focus.skilled in negotiation, balancing diverse perspectives to achieve win-win outcomes.proficient in problem-solving, identifying root causes and providing effective solutions.excellent communication skills, both written and verbal, for clear and effective interactions with teams and clients.attention to detail, ensuring accuracy and precision in all tasks and responsibilities.highly organized, with the ability to manage multiple tasks and prioritize effectively.strong learning capacity, continuously seeking opportunities for personal and professional development.key leadership skills for successresilience, adaptability, and comfort with ambiguity.fast-paced, proactive, high sense of urgency, ability to handle stress.demonstrated commitment to diversity, equity, and inclusion.demonstrated ability show discretion and confidentiality in role.this is a unique chance to join a highly respected organization where you can make a significant impact on employee development and organizational success.if you're ready to take the next step in your career, we invite you to apply and explore this exciting opportunity. Let’s shape the future of talent development together!Seniority leveldirectoremployment typefull-timejob functiontraining and human resourcesindustries: insurance, outsourcing and offshoring consulting, and financial services
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