Learning Program Manager Jobs in Mesa, AZ (NOW HIRING)

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

We are seeking a dynamic and experienced Learning and Development (L&D) Manager to join our team and drive critical transformation initiatives for our Insurance Professionals in the Contact Center. This pivotal role will be responsible for implementing and overseeing comprehensive learning strategies and programs that enhance employee skills, foster professional growth, and directly support our organizational objectives.

The candidate selected for this position also manages a team in the assessment of learning needs, development, and implementation of learning solutions. Consults with clients to develop action plans to close human performance gaps and drives execution leading to positive impact on business results. Identifies development needs, definition of learning requirements, and creation of learning paths. Governs portfolio of learning solutions community in support of USAA strategies and operational plan.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

What you'll do:

• Ensures the most effective instructional delivery and measurement techniques are utilized and the performance objectives are met.
• Ensures effective facilitation of learning discussions, learning activities, coaching and small group interactions.
• Manages and instructs employees in multiple learning environments.
• Diagnoses learner performance problems, determines underlying causes and provides recommendations to improve performance.
• Evaluates, manages, and coaches teams by providing feedback that leads to sound business results.
• Plans, organizes, monitors and controls Learning projects using appropriate tools and techniques, ensuring efficient and effective utilization of resources.
• Accomplishes the objectives of the Learning project according to specification, on time and within budget.
• Ensures the collection of data on learning program effectiveness.
• Collaborates with Instructional Design on the analysis and evaluation of learning solutions.
• Identifies opportunities and facilitates detailed continuous improvement plans of process and program improvements.
• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor's degree OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 6 years of progressive operational experience to include training design, development, facilitation and/or deployment.
• 2 years of direct team lead, supervisory or management experience.
• Advanced knowledge and experience with Microsoft Office Products (Excel, Word, PowerPoint).
• Demonstrated ability to clearly communicate complex ideas and concepts to others.
• Experience designing or collaborating custom learning/training programs and/or solutions.
• Command of basic curriculum design and adult learning principles.
• Experience and/or knowledge of needs assessment and curriculum design for diverse audiences and on a broad range of topics.
• Experience and knowledge of implementing aspects of evaluation models for determining training effectiveness (i.e., Kirkpatrick Model).

What sets you apart:

• 5+ years L&D experience in contact center or Property and Casualty insurance
• Experience leveraging AI-enabled learning solutions (generative AI for content, simulations, personalization).
• Ability to analyze learning KPIs and translate insights into curriculum changes.

Compensation range: The salary range for this position is: $93,770 - $179,240.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.