Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.
We are seeking a
Director, Knowledge, Learning and Change Enablement who will be accountable for leading an enterprise-wide Change Management Centre of Excellence (CoE) that enables Xplore’s strategy, operational excellence agenda, and transformation outcomes.
This role ensures employees and external partners across customer-facing and internal functions are ready, capable, and confident to adopt new processes, technologies, and ways of working. The Director connects strategy to execution by designing scalable knowledge base, learning and change enablement approaches that drive adoption, performance improvement, and sustainable business results.
Reporting to the VP, Customer Operational Excellence & Enablement, this role is critical to ensuring investments in technology, process, and transformation translate into real behavior change, productivity gains, revenue gains, improved sales, reduced churn and overall, improved customer and employee experiences
Key Accountabilities
- Center of Excellence Leadership
- Establish and lead the Learning, Training & Change Enablement Centre of Excellence (CoE) in close partnership with HR, Field Operations, Vendor / Dealer Management, Sales, and other business leaders, defining a clear vision, mandate, standards, and operating model.
- Bridge the gap between complex operational processes and frontline execution by building a robust Knowledge Management infrastructure that acts as a “Source of truth” that powers effortless experiences and quality performance
- Co‑create and continuously evolve enterprise frameworks, in collaboration with HR and functional partners, for learning needs analysis and curriculum design, Role‑based capability and skill development (internal employees and external partners), Change management and adoption planning
- Serve as the enterprise integrator and steward for knowledge, learning and change practices ensuring consistency, scalability, and alignment while enabling flexibility to meet the needs of diverse operational, functional, and partner environments.
- Partner with HR to align learning and change frameworks with: Talent and workforce strategies, Leadership development and people processes, Performance management and capability standards
- Learning & Capability Strategy (Customer, Internal & Partner Focus)
- Define and execute a learning and capability strategy aligned to Xplore’s business priorities, transformation roadmap, and operational needs.
- Ensure role-based learning paths that support: Customer-facing teams (Care, Contact Centres, Sales, Field Operations), Internal teams (Operations, Technology), External partners and third-party technicians, where applicable
- Design learning solutions that balance speed to competence, knowledge retention and reinforcement, on-the-job performance and productivity
- Embed continuous learning into day-to-day operations through coaching, reinforcement, and performance support.
- Knowledge Management Strategy and Architecture
- Develops and leads the enterprise Knowledge Management (KM) strategy and architecture to enable scalable, accurate, and timely access to information across customer‑facing and operational teams.
- Establishes the KM vision, governance, content lifecycle, and information architecture to ensure knowledge is trusted, reusable, and aligned to business and customer outcomes.
- Oversee the selection, implementation, and optimization of KM tools (e.g. Knowledge articles, Wikis or AI driven search discovery tools). Ensure these systems integrate seamlessly with existing workflows and automation platforms.
- Uses data and insights to measure knowledge effectiveness, drive continuous improvement.
- Change Management & Adoption Enablement
- Own and evolve the enterprise change management framework shifting accountability for change outcomes to business and functional leaders while enabling them with clear standards, tools, and insights
- Partner with Process Excellence, Technology, and Transformation teams to embed change management into initiative lifecycles from design through sustainment.
- Lead the development of Stakeholder and impact assessments, Change, communications, and engagement strategies, Leadership readiness and enablement plans
- Define and track adoption, proficiency, and sustainment of metrics tied to business outcomes.
- Ensure change strategies address both external customer impact and internal and partner user experience.
- Assess change saturation, organizational capacity, and cumulative impact to inform sequencing, pacing, and prioritization decisions.
- Operational Readiness, Training Design & Delivery
- Challenge initiatives that are not operationally ready or adoption-ready, and influence go/no-go decisions based on change risk and readiness
- Ensure learning and training solutions are aligned with operational realities and frontline needs.
- Oversee the design and delivery of Instructor-led, virtual, and digital learning, Self-serve and just-in-time performance support, SOPs, job aids, and knowledge content
- Ensure teams have timely access to accurate, role‑based knowledge to support product launches, process changes, policy updates, and continuous improvement initiatives.
- Partner with Operations, Workforce, and Vendor / Dealer Management teams to support readiness for major launches and changes.
- Balance enterprise standardization with flexibility to support geographically distributed and diverse teams.
- Digital Learning & Enablement Innovation
- Lead the evolution of Xplore’s learning and enablement ecosystem, leveraging modern learning platforms and tools.
- Drive adoption of digital learning, automation, and AI-enabled enablement solutions where appropriate.
- Ensure learning technology investments deliver measurable value, including: Reduced time-to-competency, Improved engagement and retention, Tangible performance improvement
- Collaborate closely with Technology and Product Agile teams to ensure learning and change enablement are integrated into broader digital strategies.
- Executive Leadership, Governance & Impact Measurement
- Provide executive-level visibility into each of the CoE team effectiveness through clear, outcome-based reporting.
- Establish governance to prioritize investments based on business impact, risk, and capacity.
- Translate learning and change activity into measurable outcomes, including: Improved adoption and quality, Reduced errors, rework, and operational risk, Increased productivity and employee confidence
- Define readiness and effectiveness metrics for KM (e.g., knowledge coverage, usage, search success, content health, and time‑to‑proficiency) to assess operational preparedness, identify gaps, and drive continuous optimization of the knowledge ecosystem.
- Serve as a trusted advisor to senior leaders on readiness, change risk, and capability gaps.
Team Leadership & Capability Building
- Build and lead a high-performing team of learning, training, knowledge management specialists and change professionals.
- Develop enterprise capability by Coaching leaders and managers in change leadership, providing practical toolkits, templates, and best practices, Embedding a culture of continuous learning and improvement
- Foster strong collaboration across Operational Excellence, Process Excellence, Technology, HR, Field Operations, and Vendor / Dealer Management.
Required Qualifications
- Bachelor’s degree in Business, Education, Organizational Development, Human Resources, or a related field.
- 10+ years of experience in learning & development, change management, enablement, or large-scale transformation roles.
- 8+ years of experience in Knowledge Management, Content Strategy or Operations Enablement.
- Proven experience operating at a director or enterprise leadership level.
- Demonstrated success building and leading a KM, Learning, Training, and Change Centre of Excellence.
- Strong experience supporting large-scale operational and customer-facing environments.
- Ability to connect learning and change initiatives directly to business outcomes.
- Exceptional executive communication, facilitation, and stakeholder influence skills.
Preferred Qualifications
- Experience in telecommunications, broadband, utilities, or other large-scale service organizations.
- Formal change management certification or equivalent experience.
- Experience with modern learning platforms and digital learning ecosystems.
- Familiarity with: Operational readiness and go-live enablement, Continuous improvement environments, Agile or transformation programs
- Experience operating in regulated or safety- and compliance-sensitive environments.
Skills And Competencies
- Strong understanding of adult learning principles, instructional design, and behavior change
- Ability to define and execute a learning strategy aligned to business priorities, transformation goals, and operational outcomes
- Comfortable prioritizing investments based on impact, risk, and capacity
- Ability to design learning that supports adoption, sustainment, and mindset shifts, not just knowledge transfer
- Experience leveraging modern learning platforms (LMS/LXP) and digital enablement tools
- Skilled at influencing without authority and aligning diverse stakeholders
- Strong facilitation and executive communication skills
- Experience establishing standards, governance, and operating models for enterprise learning
- Proven ability to build and lead high-performing L&D teams
- Trusted partner to executives, operations, HR, and functional leaders
- Uses data and insight to continuously improve content, delivery, and learner experience
Condition Of Employment
As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.
Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.
