Job Description:
DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com
Core Responsibilities
People Leadership & Talent Development (Extensive Emphasis)
- Lead, mentor, and develop a diverse team of trainers, instructional designers, and subject matter experts
- Build a strong learning culture focused on accountability, coaching, continuous improvement, and career progression
- Establish clear performance expectations, competency models, and development plans for training staff
- Coach trainers and operational leaders on facilitation, adult learning principles, influence, and behavioral change
- Identify high-potential talent and build succession plans for trainers, supervisors, and operations leaders
- Partner with HR and Operations to align training capability with workforce planning, career pathways, and retention strategies
- Foster inclusive leadership practices across cultures, geographies, and delivery models
Curriculum Design & Instructional Architecture (Extensive Emphasis)
- Lead the end-to-end design, development, and governance of training curricula for new hire onboarding, product launches, upskilling, and leadership development
- Apply adult learning theory, instructional design methodologies (e.g., ADDIE), and competency-based frameworks to create impactful learning experiences
- Design modular, scalable curricula that support rapid client ramps, migration activities, and multi‑client delivery
- Create role-based learning pathways for agents, SMEs, supervisors, QA, and leadership
- Ensure curricula integrate behavioral skills, technical knowledge, compliance, and performance expectations
- Establish content standards, version control, and refresh cycles across accounts and regions
- Leverage blended learning approaches including ILT, VILT, eLearning, simulations, role‑play, and nesting support
- Create and maintain a 12-18 month in-depth Training plan across all clients and contact center department as a whole
Training Strategy & BPO Execution
- Design and execute training strategies aligned with client contracts, SLAs, KPIs, and business goals
- Support new client implementations, transitions, and expansions through structured training and readiness planning
- Balance standardization with client customization in outsourced environments
- Align training with Quality Assurance, Workforce Management, and Operations to ensure real-time relevance
Performance Measurement & Optimization
- Define success metrics for learning effectiveness including time‑to‑proficiency, QA, CSAT, FCR, AHT, and attrition
- Analyze performance data to identify skill gaps and design targeted solutions
- Lead root cause analysis related to training, knowledge, and capability issues
- Continuously refine curricula and delivery based on operational outcomes and client feedback
Client, Compliance & Risk Management
- Act as a trusted training advisor to internal and external stakeholders, including client leadership
- Participate in client governance, audits, and readiness reviews related to training quality and compliance
- Ensure training programs meet regulatory and security standards (PCI‑DSS, HIPAA, SOC, GDPR, etc.)
- Maintain audit‑ready documentation, certification tracking, and governance processes
Required Qualifications
- Bachelor’s degree in Education, Organizational Development, HR, Business, Communications, or related field (or equivalent experience)
- 7–10+ years of contact center experience, including extensive leadership experience in training, learning & development, or enablement
- Demonstrated success leading and developing teams of trainers or learning professionals
- Deep hands‑on experience designing, building, and scaling curricula in high-volume BPO environments
- Strong understanding of SLAs, KPIs, client governance models, and ramp management
- Proven ability to influence leaders and drive behavior change
Preferred Qualifications
- Experience supporting multi‑client, global, or offshore delivery models
- Certifications: CPTD, ATD, COPC, Six Sigma, Lean, Change Management
- Experience in regulated industries (Healthcare, Financial Services, Telecom, Utilities)
Technical & Learning Systems
- Learning Management Systems (LMS)
- Instructional design and eLearning tools
- CRM and contact center platforms (Genesys, NICE, Five9, Salesforce, Zendesk, Avaya)
Core Competencies
- Advanced people leadership and coaching
- Strategic curriculum design and learning architecture
- Client-centric execution
- Data-driven decision making
- Change leadership in dynamic BPO environments
- Cross-cultural communication and influence
Success Measures
- Faster time-to-proficiency and improved early-tenure performance
- Consistent SLA achievement post-training
- Increased trainer and agent engagement and retention
- Positive client audit outcomes and feedback
- Strong internal bench strength and promotion readiness
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
If you are an applicant from the United States, Guam, or Puerto Rico
DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law. View postings below .
We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters. To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.
Postings Link
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