Senior Manager, Learning and Quality Development

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?

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.

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