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Director, Training Delivery - East Region

Cox Communications

Chesapeake, Virginia 23320
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Full Time
  • Training/Development
Cox Communications
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Job Details

The Director of Training Delivery – East Region is responsible for effective delivery of formal and informal learning for residential operations within a multi-state area. Reporting to the Executive Director, Learning Operations, the role has responsibility for directing Cox operations training delivery across geographies (includes Sales, Care and Field Operations). This role manages and implements programs that increase the skill set of our workforce across the enterprise in support of delivering the Cox Experience and achieving overall business goals.  This role works in concert with colleagues in Talent Management and Development to ensure consistent delivery quality for all Operations training programs. 

Primary Responsibilities and Essential Functions

  • Leads, coaches and develops a team of Training Delivery professionals and leaders that support overall operations training strategy for their multi-state area.
  • Manages day to day training operations and program management to ensure courses and programs are scheduled and resourced appropriately.
  • Develops a high performing geographically disbursed team.
  • Oversees the quality of all classroom and technology-based operations training activities, including student assessments, planning and logistics, content delivery, and deployment of all related training materials.
  • Directs the implementation of practices and processes for data collection and reporting via the learning management system and resource scheduler application.
  • Identifies opportunities for learning environment tools and process efficiencies and collaborates with leaders across TMD to pursue improvements.
  • Responsible for ensuring the approved and standard training curriculum is implemented and sustained.
  • Provides feedback to TMD on training curriculum, delivery methods, activities and assessments based on student performance in the classroom.
  • Directs implementation of standard practices for transition of employees from training to job, to include feedback mechanisms, performance during the training period and ongoing identification of training needs.
  • Oversees implementation of distance learning strategies, including virtual classroom learning and self-paced web-based training for operations training topics.
  • Manages the implementation of trainer certification process.
  • Integrates and works closely with boundary partners (e.g., recruiting, workforce planning/development, HR, program and product leaders, etc.) regarding training and development programs to ensure alignment and consistency.
  • Ensures appropriate prioritization of multiple training classes and projects, adjusts as necessary.
  • Observes training classes and provides feedback to delivery team.
  • Ensures all projects are delivered on-time, according to budget, and in-scope.
  • Implements development plans for Training Delivery organization based on emerging industry trends as well as business and individual development needs.


Skills and Qualifications

  • 10 or more years of experience required in related field (training, leadership & organizational development, human resources, business).  
  • Previous experience managing people leaders.
  • Proven experience building a high performing team.
  • Proven experience in effectively managing a virtual team.
  • Ability to think strategically, but see things all the way through to flawless execution.
  • Requires strong knowledge project management and learning delivery systems.
  • Proven experience with applying best practices and trends in adult education, blended learning, instructional design, e-learning, and learning delivery systems.
  • Strong analytic and diagnostic skills and a data-driven and metrics-driver approach.
  • Excellent communication (written and verbal) and presentation skills. Builds strong relationships with colleagues in diverse geographic locations.
  • Superior critical thinking skills to problem-solve and resolve complex issues.
  • Demonstrated ability to influence and to obtain buy-in from stakeholders at multiple levels of an organization.
  • Experience managing a department budget.
  • Prior experience directing, implementing, and maintaining technology-based training and distance learning programs for a geographically dispersed workforce.
  • Proven ability to work efficiently, effectively, and proactively in a fast-paced, deadline-oriented, dynamic environment
  • Expertise in PC desktop packages (preferably Microsoft Office) with strong Excel skills.
  • Ability and willingness to travel (50% of the time).
  • BS/BA degree in related discipline strongly desired.
  • Master’s degree in a related discipline strongly desired.
  • At least 3 years of classroom training facilitation in sales, customer care, field operations or technology.
  • Experience in managing a call center, field sales or field operations team.
  • Experience in the telecommunications industry desired.
  • Proven results with strategic thinking, creativity, and deployment of training initiatives linked to business outcomes.
  • Flexible and adaptable to work at both strategic and tactical levels and with detailed information.
  • Experience with SumTotal (learning management system), WebEx and Training orchestra a plus. 
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