Learning Operations Enablement Manager

JOB RESPONSIBILITIES

People Leadership & Team Development 

• Lead, coach, develop, and provide oversight for a team of Talent Operations professionals responsible for centralized operational talent processes, services, and systems. 

• Set priorities, manage capacity, assign work, monitor performance, and support timely delivery of team objectives and service commitments. 

• Provide ongoing feedback, training, onboarding support, performance coaching, and development guidance to strengthen team capability and operational maturity. 

• Promote accountability, collaboration, inclusion, knowledge sharing, and a high-quality service mindset across the team. 

• Exercise judgment and take responsibility for decisions and actions in overseeing team operations, escalations, and service outcomes. 

• Share insights, lessons learned, and best practices to enhance team effectiveness and consistency. 

Operational Leadership & Service Delivery 

• Manage centralized, repeatable, and scalable Talent Operations processes, transactions, cases, and service delivery activities across assigned business areas. 

• Oversee operational execution to ensure activities are completed accurately, consistently, efficiently, and in compliance with firm policies, procedures, service standards, and regulatory expectations. 

• Act as an escalation point for complex operational issues, stakeholder concerns, policy interpretation, process exceptions, and service disruptions. 

• Research, resolve, and respond to complex escalated matters using best practices, precedent, documentation, and appropriate escalation to Talent Risk & Relations, Legal, or other partners as needed. 

• Maintain strong operational partnerships with Talent Operations teams, Centers of Excellence, business leaders, vendors, and technology partners to minimize risk and support service excellence. 

• Identify and develop solutions to address changing operational business needs while maintaining compliance, consistency, equity, and an employee-focused service experience. 

Process, Documentation & Operational Excellence 

• Advise and collaborate on talent process creation, modification, documentation, and maintenance to support continuous improvement and compliance with policy, process, and procedure. 

• Develop progressive, proactive, and standardized processes and procedures that enable consistency, equity, efficiency, and a strong stakeholder experience. 

• Lead or oversee process reviews, quality audits, service improvement efforts, knowledge management practices, templates, job aids, and team documentation. 

• Identify process gaps, control concerns, data integrity issues, recurring pain points, and operational risks; develop recommendations and implementation plans. 

• Drive adoption of new processes, tools, workflows, technologies, and service delivery models across Talent Operations. 

• Build and maintain operational controls, documentation, and governance practices that support audit readiness and sustainable execution. 

Project, Program & System Leadership 

• Develop and lead global enterprise system processes related to assigned Talent Operations services within Workday and associated systems. 

• Collaborate cross-functionally with Talent Operations teams, Centers of Excellence, Talent Technology, vendors, and business leaders to develop, implement, train, and support critical processes and programs. 

• Provide leadership for Operations process development, ongoing administration, new program development, quality audit reviews, reporting, and related operational implementation efforts. 

• Partner with Talent Technology to research, test, resolve, and communicate critical issues on Talent-related technology and software platforms. 

• Identify system solutions, process efficiencies, automation opportunities, and operational improvements that support scalability and business needs. 

• Facilitate meetings, document decisions, communicate progress, manage risks and dependencies, and support successful execution of deliverables. 

Data, Reporting & Operational Analysis 

• Ensure data integrity and quality for stakeholders by overseeing team practices, controls, reporting processes, and issue resolution activities. 

• Analyze operational metrics, team performance, stakeholder feedback, audit findings, quality review results, and service data to identify trends, risks, and improvement opportunities. 

• Develop, maintain, and communicate reports, dashboards, summaries, and operational insights that support business decisions and continuous improvement. 

• Translate operational data into actionable recommendations that improve service delivery, quality, compliance, efficiency, and stakeholder experience. 

• Use data-driven insights to support workforce planning, prioritization, process optimization, and operational strategy for assigned areas. 

Stakeholder Consultation & Partnership 

• Serve as a trusted operational leader and advisor to Talent Operations leaders, Centers of Excellence, HR Business Partners, managers, employees, vendors, technology teams, and business stakeholders. 

• Consult on operational processes, service delivery models, systems, controls, governance practices, policy interpretation, and exception handling. 

• Build strong cross-functional relationships to understand business needs, reduce operational risk, and support successful outcomes. 

• Communicate clearly with varied stakeholder audiences, including status updates, process guidance, escalation outcomes, training, and change impacts. 

• Represent Talent Operations in cross-functional initiatives, operational planning discussions, and continuous improvement activities as appropriate. 

• Develop strong knowledge of department objectives, business units, and overall business strategy to align operational solutions with organizational priorities. 

Professional Judgment, Risk & Compliance 

• Exercise independent judgment while managing ambiguity, competing priorities, sensitive issues, and operational risk. 

• Make informed decisions within scope of authority and escalate high-risk, sensitive, or enterprise-impact matters appropriately while maintaining ownership through resolution. 

• Ensure team practices support compliance, consistency, equity, proper documentation, data integrity, and internal control expectations. 

• Support audits, compliance reviews, quality assurance activities, risk mitigation efforts, and remediation plans related to assigned processes and services. 

• Demonstrate adaptability, strategic orientation, analytical thinking, business acumen, and a continuous improvement mindset. 

• Serve as a role model for leadership, accountability, collaboration, operational excellence, confidentiality, and professional conduct. 

Minimum Requirements 

• Bachelor's degree in Human Resources, Business Administration, Learning and Development, Communications, or a related field, or minimum of 6 years of equivalent experience in Human Resources or related operational functions. 

• Minimum of 5 years of experience in HR-related roles using an HRIS, LMS, Workday, case management, workflow, reporting, or other talent operations systems. 

• Supervisory experience for a team of professionals required, including coaching, developing, prioritizing work, and providing performance feedback. 

• Experience leading operational processes, projects, programs, quality reviews, service delivery improvements, or cross-functional initiatives. 

• Demonstrated ability to analyze operational information, evaluate risk, identify trends, and recommend business solutions. 

• Strong written and verbal communication, stakeholder management, facilitation, consultation, and escalation management skills. 

• Demonstrated ability to exercise independent judgment, manage multiple priorities, and lead effectively in a high-volume, fast-paced, and changing environment. 

• Proficiency with Microsoft Office applications and experience using HR, talent, learning, recruiting, workflow, case management, reporting, or operational systems. 

Preferred Requirements 

• Experience with Workday, learning management systems (LMS), learning technologies, or other enterprise platforms supporting talent, learning, or workforce operations. 

• Demonstrated experience in workflow management, process improvement, or project management within a complex, cross-functional, matrixed environment. 

• Proven ability to apply design thinking principles to identify opportunities, solve problems, and create innovative solutions. 

• Strong consultative skills with the ability to build relationships and communicate effectively across diverse stakeholder groups and leadership levels. 

• Strategic mindset with strong analytical, critical thinking, and problem-solving capabilities, including the ability to navigate ambiguity and drive clarity. 

• Experience supporting operational transformation, organizational change initiatives, service delivery optimization, process redesign, or continuous improvement efforts. 

• Experience developing and interpreting reports, dashboards, scorecards, quality assurance materials, operational metrics, and executive-level summaries to support decision-making. 

• Experience facilitating training sessions, stakeholder discussions, workshops, process reviews, audit activities, or operational planning engagements. 

• Experience partnering with vendors, technology providers, third-party organizations, or cross-functional implementation teams to achieve business objectives. 

• Experience operating within a shared services, centralized operations, global, matrixed, or multi-time-zone environment. 

• Experience serving as a business partner or internal consultant, translating business needs into scalable operational, models