Mgr-Learning Sys & Cont Impr

POSITION OVERVIEW:

Drives a culture of quality and customer experience excellence by embedding Quality Driven Management (QDM) principles into processes, projects, and performance improvement initiatives. Partners across functions to enhance the business' ability to deliver superior customer experiences through continuous improvement. Leads strategies for designing, creating, and implementing multi-media training and performance support tools that influence behavior and elevate service quality.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

1. Plan, coordinate, integrate, track, and support CE-focused projects and programs that improve processes, enhance customer satisfaction, and align with organizational goals

2. Collaborate with cross-functional teams to design and deliver learning and performance management programs that strengthen customer experience capabilities for exempt/non-exempt employees worldwide

3. Assess operational effectiveness of CE initiatives, projects, and programs to determine feasibility, ROI, and impact on customer experience; develop performance indicators as needed

4. Administer and allocate resources to support quality and CE strategies, ensuring alignment with QDM principles and organizational priorities

5. Ensure training delivery and systems meet customer needs by tailoring content to specific audiences and leveraging best practices in adult learning and experience design

6. Monitor industry trends and emerging practices in customer experience, quality management, and training design; apply insights to continuously improve CE programs and processes

7. Support process improvement efforts by applying continuous improvement methodologies to CE-related workflows, training, and performance support materials

8. Comply with all applicable laws/regulations, as well as company policies/procedures

9. Perform other duties as assigned

Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

QUALIFICATIONS:

* Bachelor's degree/equivalent

* Five (5) years related to quality, continuous improvement, training, marketing, human resource development experience, customer experience, course curriculum design, business planning, and/or project management

* QDM Expert with experience in applying quality principles to enhance customer experience and operational excellence

* Strong knowledge of customer experience strategies, journey mapping, and service quality improvement

* Knowledge of training systems and design, including digital learning platforms and performance support tools

* Highly customer-focused and adaptable, with the ability to translate customer insights into actionable improvements

* Strong leadership, interpersonal, collaborative, and communication skills to influence and drive CE initiatives across teams

* Strategic thinking and planning abilities to align CE programs with organizational goals

* Advanced problem-solving skills and ability to apply continuous improvement methodology to training design, development, and CE processes

* Strong knowledge of human cognition, adult learning theory, and design/delivery techniques that leverage experience mapping curricula, developing performance support material, and crafting instructor guides and participant guides for instructor-led training

* Good knowledge of project management techniques and processes to manage CE-related projects effectively

* Experience and ability to use Microsoft Office Software, including Word, Excel, PowerPoint, and Outlook

JOB CONDITIONS:

* Some travel required

Preferred Qualifications:

Pay Transparency:

Pay:

Additional Details:

FedEx Freight is an Equal Opportunity Employer, including disabled and veterans.

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