Senior Director, People

Drove organizational growth through 6-year progression, advancing from Instructional Designer facilitating operational onboarding to steering enterprise-wide talent processes as Manager of Talent Development. Further evolved into Senior Manager of Talent Operations, establishing centralized support team for HR programs, tools, and processes amid company expansion from 250 to 1800+ employees through M&As and IPO. Established learning and development function, fostering key partnerships within business and implementing best practices and operating procedures. Oversaw Talent budget in collaboration with SVP of Talent, maintaining ongoing responsibility for setting Talent Development budget in 2018, 2019, and 2020. Collaborated with business leaders and Talent Business Partners to pinpoint business priorities, propose effective solutions, and develop relevant content.

• Engineered and optimized HR processes and IT systems for efficient delivery of HR programs aligned with business strategy.
• Supervised team of 6 HR professionals while providing guidance on HR operations to over 40 HR teammates and serving 1600+ teammates.
• Delivered operational excellence support for Talent program offerings, encompassing best practices in process, technology, and program analytics.
• Led administration and ongoing management of all Talent systems, ensuring seamless functionality and alignment with strategic objectives.
• Oversaw entire Talent budget, collaborating closely with Talent Leaders, SVP of Talent, and Finance Business Partner to maintain alignment between planned and actual expenses in quarterly reporting.
• Functioned as primary liaison for HR tech stack vendors, skillfully negotiating contracts in collaboration with Procurement and Legal to ensure compliance. Managed end-to-end vendor selection process from RFP through implementation.
• Pioneered development of comprehensive Talent dashboard, presenting metrics for all Talent programs.
• Collaborated with other Talent Centers of Excellence to execute consistent communication and delivery channels in adherence to Internal Talent Communications and Marketing standards.
• Formulated inaugural set of standard operating procedures essential for establishing, managing, and executing ongoing Talent programs.
• Streamlined and centralized duplicative processes and systems, including learning management systems and HR email inboxes, into unified location.
• Guided team of L&D Specialists in designing, developing, and delivering role-based and enterprise-wide training solutions.
• Recognized strategic opportunities to enhance efficacy of learning offerings by utilizing KPIs and metrics.
• Revitalized organization's engagement strategy in 2019 through cross-functional collaboration with senior leaders to execute plan.
• Explored and evaluated emerging technologies while assessing current tools for designing, developing, and delivering learning; cultivated relationships with third-party training vendors.
• Established Compliance Alliance to identify compliance training needs and managed compliance program in collaboration with key stakeholders.
• Orchestrated launch of new technology platform, Bridge, to support teammate development, and spearheaded marketing and communication efforts to business.

Developed comprehensive curriculum and training materials for Residential Services enterprise-wide training, encompassing instructor-led sessions, job aids, and eLearning modules covering Customer Care, Sales, Retention, Tech Ops, product launches, and new initiatives. Directed and guided content specialists and vendors throughout curriculum and product launch design phases, ensuring alignment with strategic objectives and delivering high-impact training materials.

• Pioneered creation, development, and successful launch of Grow Together Leadership program, catering to all management levels, including Directors, VPs, and SVPs.
• Applied robust approach that integrated needs analysis, project management, and rigorous evaluation, ensuring measurable Return on Investment (ROI) for all training projects.
• Collaborated seamlessly with Learning and Development partners, subject matter experts (SMEs), executives, regional leadership, stakeholders, and vendors to align training initiatives with organizational goals.
• Engineered innovative learning solutions, resulting in elevated customer satisfaction scores, increased customer retention rates, and reduction in average handle time.
• Provided mentorship and coaching to new employees, facilitating smooth onboarding process that accelerated their integration into the organization.