Director, Learning & Development

Full Time position in Manila. More about Snappr

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At Snappr, we're changing the world by making amazing photography accessible to everyone. We take on complex problems so that photographers, consumers, and businesses can connect in more than 200 cities around the world to create and access beautiful photos. We welcome people from all backgrounds who seek the opportunity to build a future where people can capture their special memories easily and affordably. If you have the drive, passion, and collaborative spirit to work with us, let’s revolutionize photography together.

About the role

With our global footprint and hyper-growth, one of Snappr’s top priorities is to offer an unparalleled level of support to our customers, clients, and photographers. As the Director of Learning and Development, you will be challenged to design and implement training & quality programs to help our front-line employees improve the quality of their communication, analytics, and leadership skills, as well as productivity, product knowledge, and service delivery. In this role, you will work with business-process clients, subject-matter experts, and the larger Snappr team to lead the department which will deliver training to various audiences. You will be responsible for creating and delivering training, documentation, and information to both customers and customer-facing teams. You will lead the Learning and Development functions across the organization, working closely with key stakeholders to ensure viable and value-adding services to the business. You will architect and design the entire business line of content for our products, and services and will be responsible for centralizing, organizing, and disseminating knowledge as well as driving content management best practices for Snappr.
What you'll do
  • Lead the Content, Training Delivery & Quality Assurance teams.

  • Content and Training 
  • Build the learning and development, in collaboration with the VP of Operations and other department heads.
  • Assess, implement, and leverage a Knowledge Management System to deliver content internally and externally, along with evaluating the performance of the department. 
  • Monitor and evaluate the training programs, including benchmarking and evaluating programs/opportunities.
  • Implement and use feedback mechanisms with Requestors, Trainers, Learning Consultants, and other IDs to make targeted improvements to training programs and content
  • Operate and manage AGILE project management to help manage work streams following the ADDIE, ASSURE, Kemo, or Kirkpatrick developmental models.
  • Lead a team that develops courses using InDesign, Articulate Presenter, and other content-development applications.
  • Provide vision and create engaging learning activities that meet instructional objectives and support participant learning by incorporating adult learning theories and facilitating real-world practice.
  • Responsible for developing articles and presentations to document workflows, processes, and business changes.
  • Establish working project plans and calendars for designing technical, customer service, and leadership training and other projects as needed.
  • Update existing material when needed and adapt instructional materials for various formats.

  • Quality and Assurance
  • Drive continuous improvement initiatives throughout the organization.
  • Manage the monitoring, measurement, and review of internal processes especially those that affect the quality of service.
  • Work to implement and disseminate best practices and lean methodologies.
  • Accountable for maintaining the organization's adherence to all relevant Quality requirements.
  • Responsible for identifying, analyzing, and developing improvements in productivity, quality, client relationships, and customer service.

What you'll need
  • 10+ years of experience in the learning, training, knowledge management, and customer service quality assurance industry with an Undergraduate degree in Communications or a related field.
  • 5+ years of leadership experience in a Sr Manager / Director level role while leading a team of trainers, instructional designers, content writers, and QA analysts.
  • 5+ years of experience in a call center or BPO management experience as a leader of an L&D team that supports learning assets in multiple modalities.
  • Over 5+ years of designing online, instructor-led, and blended training materials for individual courses and comprehensive curricula; including writing agendas, objectives, scripting, activities, and assessments.
  • Passionate about delivering an excellent customer experience.
  • Strong attention to detail, with a willingness to dive deep into data to inform design decisions.
  • Excellent written and verbal communication skills, including experience meeting with and communicating information to senior management.
  • Flexible and adaptable to meeting the needs of a high-growth and fast-paced organization with strong Project Management skills.
  • Business Acumen: Clear comprehension of business situations and processes, and can map processes as required; good working knowledge of organizational and business strategy.
  • You seek development opportunities within the field of Instructional Design and excel in learning progressive trends in the industry.
  • You have a vision for the future of Instructional Design in a constantly evolving world and are passionate about creating learning and development programs at scale.
  • Strong technical writing skills with experience writing content for several communications and training methods, mediums, and for varied audiences. Must be able to create coherent, concise documents from large volumes of technical information, and have strong editorial skills.

Job Benefits
  • Competitive salary
  • Equity ownership in the company
  • HMO (w/ dependents)
  • Temporary work-from-home set-up until January 31, 2023

About the team

Snappr is the world’s largest on-demand marketplace for professional photography. We are a team of driven, entrepreneurial individuals redefining photography everywhere. This is an awesome opportunity to be at the ground level of a rapidly growing product and to have a meaningful impact on its growth. The end result of everything you'll do at Snappr is more people capturing more of their most precious life moments. Our rocket ship has a seat open just for you.
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"In love with the startup, it's culture, team and product - wouldn't want to work anywhere else!"
- Glassdoor employee review
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"Snappr makes it affordable to order a professional photographer on demand"
- Techcrunch
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"In early 2017, the company received backing from the U.S. startup accelerator, Y Combinator"
- Wikipedia