Senior Manager, Learning Quality & Development | Operations Customer Service & Support
The Senior Manager, Learning Quality & Development will be responsible for leading a high-impact global function across training delivery, quality assurance, digital learning, and learning innovation. This role requires strong people leadership, strategic capability planning, quality governance, digital learning expertise, and cross-functional collaboration with Customer Success & Services, Operations, Customer Experience, and Quality teams. The ideal candidate is a strategic and innovative learning leader with experience managing managers, driving measurable business outcomes, and connecting people capability directly to customer experience and operational performance.
About the Role
In this opportunity as a Senior Manager, Learning Quality & Development, you will:
Lead, coach, and develop a team of Training Managers, a Digital Learning Manager, and a Quality Manager, setting clear objectives, performance expectations, and development plans to build a cohesive, high-performing leadership team
Act as the escalation point, strategic guide, and career sponsor for your direct reports, running regular 1:1s, team reviews, and development conversations while building a strong pipeline of capability across the function
Define resourcing requirements aligned to strategic priorities and advocate for the investment needed to sustain and grow the Learning Quality & Development function
Partner with Customer Success & Services leaders to identify capability gaps, learning priorities, and opportunities to improve customer experience and operational outcomes
Oversee the end-to-end learning solution design process, from needs analysis through delivery and evaluation, ensuring programs are aligned to measurable performance outcomes and business unit objectives
Own the learning KPIs and quality reporting framework, using learning, quality, and performance data to continuously improve training effectiveness and present clear ROI narratives to senior stakeholders
Improve, govern, and embed a robust quality assurance and compliance framework across all learning activities, ensuring programs meet internal standards, regulatory requirements, industry best practices, and mandatory training expectations
Work with the Quality Manager to monitor and audit learning content, delivery, internal teams, and external suppliers, driving continuous improvement across the learning ecosystem
Lead the evolution of the learning ecosystem toward digital-first delivery through e-learning, virtual instructor-led training, microlearning, and performance support tools
Manage and optimize learning technologies, platforms, external digital learning suppliers, and content provider relationships to ensure seamless, accessible, data-rich, and commercially disciplined learning experiences globally
Champion learning innovation by identifying, piloting, and scaling AI-enabled learning tools and methodologies that personalize learning journeys, support content curation, and future-proof capability development
Stay ahead of emerging trends in learning technology, bringing external best practices and innovative thinking into the organization while fostering a culture of experimentation and evidence-based iteration
Build a visible link between learning quality metrics and customer experience outcomes, ensuring improvements in people capability translate into measurable gains in customer satisfaction and service excellence
Collaborate cross-functionally with Customer Experience, Operations, and Quality teams to identify where skill gaps or training inconsistencies impact the customer journey and design targeted interventions to close them
Ensure the voice of the customer informs training design, quality standards, and continuous improvement priorities across all learning and quality workstreams
About You
You're a fit for the role of Senior Manager, Learning Quality & Development if your background includes:
Significant experience in a senior Training, Quality Management, Learning Quality, or Learning & Development leadership role within a complex, global organization
Proven experience managing managers or leading multi-disciplinary teams across training delivery, digital learning, and quality assurance
Strong track record of designing, delivering, and improving impactful training programs at scale, with clear alignment to business outcomes
Deep expertise in quality assurance frameworks and compliance management within a learning, customer success, services, or operational environment
Demonstrated experience leading digital learning transformation, including LMS or LXP platforms, e-learning production, and digital content ecosystems
Practical experience deploying, evaluating, or scaling AI-enabled learning tools, adaptive learning technologies, learning analytics, or data-driven personalization
Strong analytical capability, with the ability to translate learning, quality, and performance data into actionable insights and compelling business cases for senior stakeholders
Experience connecting learning and quality outcomes to customer experience metrics and operational performance indicators
Exceptional stakeholder management skills, with credibility at senior levels and the ability to influence cross-functional teams around a shared customer-centric agenda
Strong people leadership skills, with a coaching mindset and genuine passion for developing managers and practitioners
Ability to manage external suppliers, content providers, and vendor relationships with quality, commercial discipline, and accountability
Experience leading teams through digital transformation, organizational change, or continuous improvement initiatives
Professional certification in Learning & Development, instructional design, quality management, or process improvement preferred, such as CPLP, CIPD, Six Sigma, or ISO
Experience working within a legal, tax, compliance, professional services, or professional information services environment preferred
Familiarity with AI content generation tools, learning analytics platforms, or next-generation learning experience technologies preferred
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What’s in it For You?
Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.
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More information about Thomson Reuters can be found on thomsonreuters.com.
