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Learning and Development Manager

3 months ago

Canada, CA Replicant Full time

Replicant was founded on the belief that machines are ready to have useful, complex conversations that will transform the way they interact with the world, starting with customer service.

As the leader in Contact Center Automation, Replicant helps companies automate their most common customer service calls while empowering agents to focus on more complex and nuanced customer challenges. Replicant's AI platform allows consumers to engage in natural conversations across voice, messaging and other digital channels to resolve their customer support issues, without the wait, 24/7. We are now leading the way in using Large Language Models (LLMs) to transform customer service- again.

If you're excited by AI, ChatGPT, LLMs and want to make an impact with other great technologists and strong go-to-market leaders, then look no further. We've grown our team by 3x, increased revenue by 4x, and were named a top enterprise AI company by The Information. We currently serve Fortune 500 customers, run millions of AI calls per month in production, and are increasing our footprint globally.

We’re growing our People team We are looking for our very first innovative and passionate Learning and Development Manager to join the People Team. The ideal candidate will play a pivotal role in fostering a culture of continuous learning and development, enabling our employees to excel in their roles and contribute effectively to our mission. This position is perfect for someone who thrives in a fast-paced environment, has a deep understanding of the technology sector, and possesses a creative flair for designing and implementing comprehensive learning programs.

In this dynamic position, the Learning and Development Manager will play a pivotal role in elevating our team's performance and growth. They will not only manage the semi-annual 360 feedback process but also analyze and synthesize the data to derive insightful trends and areas for improvement. This role extends beyond mere facilitation; it requires the ability to translate feedback into actionable developmental plans. The professional will work closely with managers to ensure that the feedback is constructively used, helping to outline clear, achievable goals and objectives for their teams. This individual will also take a proactive approach in identifying and recommending a variety of development resources, both within the organization and externally. This may include organizing workshops, and researching up-to-date educational materials that align with our company's evolving needs. Lastly, this individual will also be instrumental in fostering a culture of continuous learning and improvement, encouraging both managers and employees to engage in regular self-reflection and skill enhancement.

What You'll Do
  • Coaching and Relationship Building: Work closely with managers and teams across the company, providing coaching and developing tailored learning solutions to enhance team collaboration and performance
  • Facilitate professional development: Play an active role in guiding professional development of employees. Advise managers and employees on relevant internal and external professional development resources
  • End-to-End Program Management: Design, manage, and execute learning programs based on organizational needs, ensuring alignment with our strategic goals
  • Training and Facilitation: Develop and facilitate engaging training sessions, utilizing your expertise in instructional design to meet the diverse learning needs of Replicant
  • Employee Journey Development: Create and deliver an exceptional employee journey, from onboarding to operational effectiveness, including functional training and organizational knowledge tailored to stakeholder needs
  • Collaboration with Cross-Functional Teams: Partner with various departments, including the product team and sales enablement, to align training goals with new product features and ensure effective training delivery
  • Establish Success Metrics: leverage data and feedback to gage impact of programs and understand effectiveness of educational and engagement efforts as we grow
  • Culture and Engagement Initiatives: Support and enhance company culture and employee engagement through strategic communication initiatives and events
What You'll Bring
  • At least 5+ years in Learning & Development or a relevant field, with a proven track record in the technology or ed-tech sector
  • Facilitation and Instructional Design: Exceptional skills in program management, facilitation, and instructional design
  • Strong relationship-building skills, capable of working collaboratively with stakeholders at all levels, including senior leadership
  • Excellent written and verbal communication skills, adaptable to various forums and audiences
  • Coaching certification or significant experience in coaching, with an ability to inspire and guide teams
  • Tech-savvy with a strong understanding of learning technologies and data analytics.
  • Outstanding project management skills, with the ability to manage multiple initiatives concurrently
  • Curriculum development experience, with the ability to create engaging learning content for diverse learning needs for delivery both virtually and in-person
  • Advanced knowledge of organizational development and adult learning principles, as well as leading instructional design methodologies
  • Ability to toggle between strategic and tactical work as needed to achieve organizational goals

For all full-time employees, we offer:

Remote working environment that respects time zone differences

Highly competitive salaries, equity, and for US Employees, a 401(k) plan

Top of the line healthcare (medical, vision, and dental)

️ Health and Wellness Perk

️ Equipment Stipend

Flexible vacation policy

️ Amazing team trips & offsites where you can find our CEO baking bread for the team

Replicants are eligible for a 5-week sabbatical after being at the company for 4.5 years

Our Values

Replicant has three core values. It is critical that everyone who joins the team feels excited and moved by these values as every new team member makes an impact on our culture.

Blade Runners: We take ownership and pride to influence the outcomes of our goals. We are successful, and like a Blade Runner, use the tools at our disposal to reach our objectives. We value open and honest communication and proactively seek feedback along the way. We are a company driven to grow and achieve both individually and as a team.

Bread Makers: We are humble and strive toward an egalitarian culture. No task is too big or too small. We work together to achieve our goals and develop our company mission. We believe that the whole is greater than the sum of its parts in everything that we do.

Självdistans (Self-Distance): Självdistans is Swedish for self-distance. It's the ability to critically reflect on oneself and one's relations from an external perspective. With this in mind, we act with objectivity and always remember that we are not our work. There's no perfect science to growing a team or business, but we trust everyone at Replicant to point out our blind spots and humbly admit their own.

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