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About careerzynith
careerzynith is a global leader in innovative commerce solutions, empowering businesses of all sizes to thrive in a digital‑first world. Our Business Customer Service (ABCS) division delivers world‑class support to millions of enterprise customers, helping them navigate complex purchasing journeys with confidence and speed. At careerzynith, we believe that great customer experiences start with great people, and that means investing heavily in learning, development, and a culture of continuous improvement.
Why This Role Matters
As a Senior Learning Specialist on the careerzynith Learning Delivery team, you will be the catalyst that transforms raw talent into high‑performing customer support professionals. You will design, deliver, and continuously refine learning experiences—both in‑person and virtual—that enable up to 30 Customer Support Associates to exceed performance expectations, embody the careerzynith mission, and live the careerzynith Contact Tenets and Leadership Principles every day.
Key Responsibilities
Learning Design & Delivery
- Develop and execute multi‑modal training programs, including self‑directed e‑learning, instructor‑led workshops, virtual classrooms, and experiential simulations.
- Facilitate onboarding sessions for new hires, transfer batches, and ongoing skill‑enhancement courses that align with business priorities.
- Lead live performance‑metric reviews, ensuring that learning outcomes are directly tied to measurable improvements in service quality.
- Conduct engaging “chime” and classroom sessions for stakeholders across the assigned territory, translating complex processes into clear, actionable knowledge.
Coaching, Development & Performance Management
- Provide one‑on‑one coaching and group development workshops that drive individual and team performance.
- Identify high‑potential associates, certify them as learning coaches, and build a sustainable internal coaching ecosystem.
- Partner with operational leaders as the primary point of contact for the Learning Experience team, ensuring alignment between training initiatives and business goals.
- Lead improvement projects that target specific performance gaps, using data‑driven insights to recommend and implement corrective actions.
Data Analysis & Reporting
- Maintain accurate learning metrics and performance dashboards in Excel, delivering regular reports that highlight trends, successes, and areas for growth.
- Utilize both quantitative and qualitative data to diagnose training needs, refine curriculum, and demonstrate ROI to senior leadership.
- Drive quality and learning metrics across the territory, setting ambitious yet achievable targets for the team.
Essential Qualifications
- Minimum 2+ years of experience delivering training in a corporate environment, preferably within a fast‑paced customer service or contact‑center setting.
- At least 1 year of direct experience in customer service or a closely related function, providing you with a solid understanding of frontline challenges.
- Fluent in both Japanese and English, with exceptional spoken and written communication skills in both languages.
- Proficiency with the Microsoft Office Suite (Word, PowerPoint, Outlook, Excel) and familiarity with instructional design software (e.g., Articulate, Captivate, or similar).
- Demonstrated knowledge of adult learning principles, curriculum design, and facilitation techniques.
- Strong project‑management capabilities, with a track record of supervising multiple concurrent initiatives.
- Ability to thrive in a 24/7, 365‑day global environment, adapting to varied time zones and shifting priorities.
Preferred Qualifications & Additional Skills
- Certification in instructional design, adult education, or a related field (e.g., CPLP, ATD).
- Experience using learning management systems (LMS) and analytics platforms to track learner progress.
- Background in data analysis or business intelligence, enabling you to translate raw data into actionable learning strategies.
- Strong interpersonal skills, with the ability to influence and inspire stakeholders at all organizational levels.
- Creative problem‑solving mindset, constantly seeking innovative ways to enhance the learning experience.
Core Competencies for Success
- Communication Excellence: Ability to convey complex concepts clearly, tailor messaging to diverse audiences, and foster an inclusive learning environment.
- Coaching Mindset: Passion for developing others, providing constructive feedback, and celebrating achievements.
- Analytical Acumen: Comfort working with data, spotting patterns, and making evidence‑based decisions.
- Adaptability: Flexibility to pivot quickly in response to evolving business needs and emerging technologies.
- Leadership Alignment: Deep understanding of the careerzynith mission, Contact Tenets, and Leadership Principles, and the ability to embed them into every learning interaction.
Career Growth & Learning Opportunities
careerzynith invests heavily in the professional development of its employees. As a Senior Learning Specialist, you will have access to:
- Mentorship from senior leaders in the Learning & Development organization.
- Opportunities to lead cross‑functional projects that influence company‑wide training strategy.
- Funding for certifications, conferences, and advanced coursework in instructional design, data analytics, or leadership.
- A clear career path that can lead to roles such as Learning Manager, Training Operations Lead, or Director of Customer Experience Enablement.
Work Environment & Culture
At careerzynith, we champion a culture of curiosity, collaboration, and continuous improvement. Our teams operate in a hybrid model that blends remote flexibility with occasional in‑person collaboration hubs. You will join a diverse, inclusive community where ideas are welcomed, and every associate is empowered to take ownership of their growth.
Compensation, Perks & Benefits
While specific compensation details will be discussed during the interview process, successful candidates can expect a competitive salary package, performance‑based bonuses, and a comprehensive benefits suite that includes:
- Health, dental, and vision coverage.
- Generous paid time off and holiday schedules.
- Retirement savings plans with company matching.
- Employee assistance programs and wellness resources.
- Technology stipend for home office setup.
- Opportunities for global mobility and cross‑regional collaboration.
How to Apply
If you are a dynamic, bilingual learning professional who thrives on shaping high‑impact training experiences and driving measurable performance improvements, we want to hear from you. Join careerzynith and become a pivotal part of a team that is redefining how businesses receive world‑class support.
Closing Statement
At careerzynith, your expertise will directly influence the success of thousands of customers worldwide. Bring your passion for adult learning, your analytical rigor, and your commitment to excellence—together, we’ll build the next generation of customer service leaders.
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