Management level definitions 

Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment within generally defined policies and practices to identify and select a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues. 

Learn more about HP's global Management levels. 

Responsibilities 

• Leads multiple projects and programs with global and cross-organizational program teams on needs assessment, intervention selection, design, development, implementation, reporting, and continuous innovation and improvement of learning solutions. 

• Guides the delivery of internal projects, typically encompassing medium to moderately complex scale projects, at local or sub-regional level, presenting a medium to high level of associated risk. 

• Maintains and nurtures relationships with stakeholders spanning from mid-level to upper levels within the organization. Effective partner engagement and drive improvement programs. 

• Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently. 

• Regularly review Customer feedback, Quality analysis to identify training gaps, develop trainings for WOW improvement. 

• Identify digital friction, provide valuable feedback to improve Customer experience for assisted support. 

• Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans. 

• Applies developed subject matter knowledge to manage the complete life cycle of and complete small to large projects as assigned from development to implementation. 

• Displays strong project management skills including planning work, managing details, keeping multiple tasks/projects on track, managing time, and delivering results. 

• Holds accountability for operational goals and the management of financial planning, budgeting, and tracking/reporting. 

• Stays abreast of current market or technology trends, , provides thought leadership, provides guidance for more junior program managers, and consults on area of expertise. 

• Identifies and analyses data to isolate issues, develop solutions and prioritize opportunities for improving and scaling the organization's training program. 

• Contributes to the introduction of new methods and processes for improving program operations. 

• Aligns program priorities with business and learning and development strategies. 

• Identifies, assesses, tracks and mitigates challenges and risks at multiple levels within the department. 

• Identify opportunities, design and develop soft skills training for CCC non-voice support. 

Classification Guidance 
The sections below help differentiate between levels to enable consistency. 

Education and Experience Required 

• Four-year or Graduate Degree in Human Resources, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence. 

• Typically has 4-7 years of work experience, preferably in training, presentation, facilitation, consulting, project management, or a related field or an advanced degree with 3-5 years of work experience. 

Preferred Certifications 

• Project Management Professional (PMP) 

Knowledge & Skills 

• Adult Education 

• Adult Learning Principles 

• Agile Methodology 

• Articulate Storyline 

• Blended Learning 

• Change Management 

• Content Development 

• Curriculum Development 

• Data Analysis 

• Instructional Design 

• Instructor-Led Training 

• Learning Management Systems 

• Microsoft SharePoint 

• Project Management 

• Sales Training 

• Storyboarding 

• Train The Trainer 

• Virtual Training 

Cross-Org Skills 

• Effective Communication 

• Results Orientation 

• Learning Agility 

• Digital Fluency 

• Customer Centricity 

Impact & Scope 

• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. 

Complexity 

• Responds to moderately complex issues within established guidelines.