Job Purpose
The Manager, CX Learning & Development Operations plays a key role in shaping the operational excellence and learner experience within Aldar Estates. Working closely with the Senior Manager, CX L&D, this role bridges strategy and implementation ensuring that every learner journey is seamless, impactful, and data-driven.
This position goes beyond coordination. It involves designing operational systems that elevate the end-to-end learning experience, driving insights through analytics, and ensuring the scalability of Aldar Estates service culture transformation across all verticals.
Roles, Responsibilities, Duties
Learning Experience & Program Enablement
- Partner with the Senior Manager to translate learning design into operational execution, ensuring every program is delivered at company standards.
- Lead the experience design of learning journeys, ensuring that pre-training communication, session flow, and post-training follow-up reinforce engagement and application.
- Champion learner engagement from digital sign-up to post-session feedback ensuring participants feel inspired, recognized, and connected to Aldar Estates Experience Promise.
- Coordinate with internal facilitators, business leaders, and partners to ensure smooth delivery across multiple verticals.
Digital Transformation & LMS Governance
- Serve as the LMS focal point; oversee system configuration, user journeys, learning paths, and reporting automation.
- Partner with IT and Group Stakeholders on integrating the LMS with HRIS systems to track completion, certification, and behavioural outcomes.
- Identify and implement tech-enabled learning enhancements (automation of notifications, smart scheduling, learner dashboards).
- Ensure accuracy and integrity of learner data.
Insights, Reporting & Quality Assurance
- Develop and manage dashboards to track registrations, attendance, satisfaction scores, and post-training application metrics.
- Analyze training impact through data storytelling, translating analytics into insights and recommendations.
- Conduct learning audits and partner with the Senior Manager to ensure facilitation standards and content delivery quality.
- Support the development of performance and ROI reports for executive visibility.
Continuous Improvement & Innovation
- Identify process gaps and lead initiatives that simplify, digitize, and enhance learning.
- Implement consistent standard operating procedures (SOPs) across all programs to ensure alignment, efficiency, and accountability.
- Partner with the Senior Manager to prototype and test new learning formats (microlearning, gamification, blended modules).
Leadership & Collaboration
- Act as a bridge between content and operations; ensuring learning design is translated effectively into learner experience.
- Collaborate with the Senior Manager on scheduling, facilitator assignments, and delivery planning.
Qualification:
- Bachelor’s degree in Business, HR, Learning Technologies, or Data Analytics.
- Certification in Learning Technologies, LMS Administration, or Project Management preferred.
Experience and Skills:
- Minimum 7 years of experience in learning operations, program management, or customer experience enablement.
- Proven experience managing large-scale learning programs and system rollouts (preferably LMS).
- Strong analytical skills with ability to translate data into meaningful business insights.
- Excellent stakeholder management, communication, and presentation skills.
- Advanced Excel and data visualization (Power BI/Tableau) knowledge is preferred.
- Passion for creating a seamless, high-impact learner experience.
