Associate Director - Delivery Assurance, Learning Creation v Praha, Česko

Associate Director role overseeing Learning Creation service delivery across governance, supplier relationships, and performance management. Leads end-to-end operations including demand planning, SLA monitoring, and continuous improvement initiatives while managing a team and partnering with BPO providers.

Responsibilities

• Lead end-to-end governance of Learning Creation services across demand, intake, workflow, and supplier execution
• Monitor performance against SLAs and KPIs; manage escalations for critical delivery, stakeholder, or supplier issues
• Oversee BPO demand planning, forecasting, and capacity alignment; balance workload across delivery teams
• Lead and develop the Delivery Assurance team of three Senior Specialists; drive organizational change initiatives
• Partner with Service Experience team on process optimization, automation, and continuous service improvement

Requirements

• Primary degree required
• Significant experience in Learning Creation, HR Shared Services, Learning Operations, or Service Delivery
• Strong leadership in global, matrixed, and outsourced environments
• Expertise in operating model optimization, continuous improvement, and service management
• Proven experience managing third-party suppliers and BPO relationships
• Strong stakeholder management and influencing capabilities
• Demonstrated experience with resource allocation, workload planning, and cost control