Senior Manager, Learning Programs & Capability

Job Title Senior Manager, Learning Programs & Capability Job Description Summary The Senior Manager, Learning Programs & Capability leads the facilitation, execution, and continuous evolution of enterprise and service delivery training programs that build critical capabilities across the organization. This role is the primary facilitator for high-impact learning experiences, including leadership development and service delivery programs, working directly with frontline leaders, managers, directors, and senior stakeholders. In addition to facilitation, this role owns the structure, governance, and effectiveness of learning programs, ensuring they are aligned with operational standards and business priorities. Highly visible across the organization, this role partners closely with executive leadership, Operations, HR, and Centers of Excellence (COEs) to ensure learning programs translate into measurable improvements in performance, consistency, and service delivery. The role also plays a key part in reinforcing operational standards, embedding behaviors, and driving adoption at scaleJob Description Key Responsibilities: 1. Facilitation & Executive-Level Delivery Serve as the lead facilitator for enterprise, leadership, and service delivery training programs Deliver high-impact learning experiences across audiences including frontline leaders, managers, directors, and senior leadership Facilitate instructor-led (ILT), virtual (VILT), and hybrid sessions with a strong focus on engagement, application, and behavior change Establish a consistent, high-quality facilitation approach that can be scaled across additional facilitators and trainers Represent Learning & Development in highly visible settings, including sessions involving senior leaders and executive stakeholders 2. Program Ownership & Learning Journey Design Own the end-to-end structure and evolution of leadership and service delivery learning programs Define learning journeys, program sequencing, and capability-building pathways aligned to business priorities Ensure programs address both leadership capability and operational/service delivery excellence, not just one or the other Partner with the Manager, Learning Design & Experience to develop high-quality, engaging program materials and experiences 3. Operational Standards & Capability Alignment Partner with COEs and Operations leaders to ensure programs reinforce enterprise operational standards, service delivery expectations, and ways of working Integrate SOPs, playbooks, and operational priorities into learning programs to ensure real-world relevance Reinforce consistency in service delivery by embedding standards into training, facilitation, and follow-up 4. Deployment, Adoption & Change Enablement Own program rollout strategies, including communication, stakeholder alignment, and readiness planning Lead change enablement efforts for new programs, tools, and operational initiatives Ensure learning is reinforced through manager engagement, field application, and structured follow-up Partner with the Manager, Field Enablement & Delivery to scale reinforcement and adoption in the field 5. Facilitation Capability & Train-the-Trainer Build and scale facilitation capability across L&D, Operations, and SME partners Lead train-the-trainer initiatives to ensure consistent delivery of programs across regions and teams Coach facilitators and leaders to effectively deliver and reinforce learning experiences 6. Measurement & Continuous Improvement Define success metrics for training programs, including adoption, behavior change, and operational impact Partner with Learning Operations & Effectiveness to track outcomes and identify gaps Use feedback, performance data, and business results to continuously refine programs and facilitation approach 7. Stakeholder Partnership & Influence Serve as a strategic and highly visible partner to executive leadership, Operations, HR, and Client Services Influence leaders to prioritize capability development and embed learning into business operations Align learning programs to evolving business needs, operational priorities, and organizational goals Act as a trusted advisor to senior leaders on capability building, training strategy, and adoption challenges Qualifications: Bachelor’s degree in Education, Human Resources, Business Administration, or related field (Master’s preferred) 7+ years of experience in Learning & Development, leadership development, operations enablement, or related field Strong experience facilitating training programs for leadership audiences (managers, directors, senior leaders) Demonstrated ability to lead high-visibility sessions and engage senior stakeholders Experience building and delivering large-scale learning programs across distributed or multi-site organizations Proven ability to translate business and operational needs into structured learning experiences Strong stakeholder management and influencing skills across all levels of the organization Experience driving adoption and behavior change through training and reinforcement strategies Ability to balance strategic program ownership with hands-on facilitation and execution Core Competencies Facilitation Excellence – Delivers engaging, credible, and high-impact learning experiences across all levels of the organization Executive Presence & Influence – Builds trust and credibility with senior leaders and stakeholders Program Ownership & Execution – Designs and leads scalable programs that drive business outcomes Operational Alignment – Connects learning to real-world service delivery, standards, and performance expectations Change Enablement – Drives adoption of new behaviors, programs, and ways of working Collaboration & Partnership – Works seamlessly across L&D, Operations, COEs, and leadership teams Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements. The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications. The company will not pay less than minimum wage for this role. The compensation for the position is: $ 119,000.00 - $140,000.00 C&W Services is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities.  Discrimination of any type will not be tolerated.  In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at C&W Services, please call the ADA line at 1-888-365-5406 or email [email protected]. Please refer to the job title and job location when you contact us. INCO: “C&W Services”