Operations New Hire Transformation Lead, Director

Job Summary We are seeking a dynamic, forward-thinking learning leader to transform & modernize our onboarding and learning programs for our operations call centers supporting Sales Service and Commercial. The role will focus on wholesale transformation of the existing new hire learning from traditional learning methods into innovative, learner‑centric experiences that incorporate modern learning technologies, methodologies, and best practices. This leader will directly manage and develop a team of learning professionals, setting priorities, driving execution, and building organizational capability to support large‑scale transformation. In addition, this role serves as a strategic partner to Sales, Service and Commercial Operations leadership, ensuring learning solutions are tightly aligned to business priorities, performance expectations, and evolving customer experience needs. Key Responsibilities People Leadership & Capability Building Lead, coach, and develop a team of instructional design professionals Establish clear performance expectations, development plans, and career growth opportunities for team members Drive a high‑performance culture focused on accountability, innovation, and continuous improvement Align team capacity to business priorities, ensuring effective allocation of resources across transformation initiatives while balancing ongoing book of work for Operations Serve as a positive disruptor, challenging the status quo to drive continuous improvement, innovation, and measurable business outcomes Collaboration and Stakeholder Engagement Serve as a primary learning partner to Operations leaders across Sales, Service, and Commercial translating business strategies, performance gaps, and operational priorities into targeted learning solutions Build strong, trust‑based relationships with senior operations stakeholders to influence decisions, align priorities, and ensure adoption of transformed learning models Work closely with HR, learning and development, and other supporting department leaders and subject matter experts to ensure alignment between learning programs and organizational goals Learning Transformation Develop and execute a strategic vision for transitioning from traditional learning approaches to a modern, learner‑centric learning model that enhances engagement and retention Transform existing new hire learning programs using innovative learning techniques such as e‑learning, blended learning, software simulations, microlearning & gamification Incorporate modern learning technologies, leveraging digital development applications, virtual platforms, and AI‑driven tools to create engaging, interactive, and personalized learning experiences Shift learning focus from trainer delivered to learner‑centered models that promote engagement, self‑paced learning, and real‑world application Collaborate with designers to ensure the learning experience is intuitive, engaging, and effective (UX Design) Manage the cultural shift associated with the transformation, ensuring buy‑in from all levels of the organization to facilitate smooth transitions to new learning practices Running Learning Like a Business Utilize analytics and feedback mechanisms to continuously measure and improve learning effectiveness, adjust programs, and demonstrate impact on new hire speed to competency & seamless integration into the company culture Design learning programs that are scalable and adaptable across various teams, locations, and roles within the organization Align training and development strategies to key operational metrics, driving improvements in performance, efficiency, and customer experience Promote continuous learning by providing new hires with access to ongoing learning and development resources, mentorship programs, and opportunities beyond the new hire stage Stay current on industry trends, continuously applying new concepts to improve the new hire learning experience Qualifications Bachelor's degree in instructional/graphic design, instructional technology, digital media design, user experience/user interface, learning and development or related fields Proven experience transforming and modernizing new hire learning programs in large‑scale call center settings Strong knowledge of modern learning techniques including digital learning tools, instructional design, and learner experience design Proficiency using e‑learning development software and virtual collaboration tools, excellent project management skills with the ability to lead multiple initiatives simultaneously and motivate teams to meet deadlines Strong analytical skills with experience using data to measure and enhance program effectiveness Outstanding communication and collaboration skills with the ability to work across functions and influence stakeholders at all levels Creative and forward‑thinking mindset with a passion for innovation, positive disruption, and learning and development Extensive software experience, expert proficiency in at least four of the following: Articulate Storyline, HTML5, JavaScript, Adobe Creative Suite, Video/Audio production, Gamification Platforms Preferred Experience researching, evaluating & prototyping emerging technologies/approaches for potential application in learning Experience implementing AI‑driven learning solutions, VR/AR learning methods or other emerging technologies Experience designing for Millennial and Gen Z audiences with innovative solutions Insurance industry experience Operations call center experience Annual Salary $113,775.00 - $212,175.00. The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations. At this time, GEICO will not sponsor a new applicant for employment authorization for this position. The GEICO Pledge Great Company: Protecting customers through life’s twists and turns with innovation and integrity Great Careers: Personalized development programs, mentorship, and certification assistance Great Culture: Inclusive and collaborative culture rooted in shared success Great Rewards: Competitive pay, benefits, and flexibility to support your well‑being and future The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled. GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants. #J-18808-Ljbffr GEICO