Global Learning Center Manager (Content Development)

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

Summary:

• The Manager is responsible for managing the daily team operations including tracking the incoming requests, handling escalations, ensuring quality and SLA adherence. Manager’s responsibility would be to make the team aware of any high priority/high impact issues and/or requests. This role will also provide comprehensive management of learning content development services to all Baxter Employees, with a focus on continuous improvement. Ensures achievement of the Key Performance Indicators and Service Level Agreement targets. 

Essential Duties & Responsibilities:

• Ownership of the day to day team operations of content development team including management of team, oversight of projects, quality of deliverables and timely delivery. 
• Management of all requests coming into content development and ensuring that service level agreements for training administration services are being met.
• Develop & manage the project pipeline, logging and tracking issues and resolving or escalating as appropriate.
• Developing and implementing procedures and performance measures to ensure simplification and accuracy of work methods and reliability to team performance.
• Ensure all content development team employees have the tools and resources required to complete effective operations.  
• Manages team effectiveness to ensure performance measures are being maintained. Set stretch targets to achieve maximum team performance.
• Monitors training effectiveness from a content perspective to ensure they are effective and up to date.   
• Lead team through key aspects of process analysis including problem definition, future state, etc.  Remove roadblocks for team members as needed.
• Bring thought leadership to innovation, especially in the area of content development and content design.
• Determines training needs and requirements for employees within the Content Development team. 
• Ensures opportunities are available for on-going employee & team development.
• Recruit and interview potential applicants on experience, skills and education.
• Allocate resources and manage demand based on planned and ad-hoc training administration requests.
• Maintain understanding of training trends, developments and best practices.
• Manage the critical roles within the team with direct reporting of but might not be limited to Instructional Designers, Learning Experts and Sr. Analysts.
• Create and execute a comprehensive strategy for supporting content development needs across Baxter.
• Execute the process for setting up new programs and managing existing programs.
• Support queries from stakeholders and setting up a team that can effectively manage requests from internal teams.
• Define and create metrics to evaluate the health of the system and processes to support stakeholders.
• Identify mechanisms to improve customer satisfaction and advance continuous improvement opportunities.

Qualifications:

• Learning systems, content development and management knowledge.
• Strong team player, willing and able to support other team members as needed to achieve project goals. 
• Ability to manage a diverse team of instructional designers, content experts, visual designers and writers.
• Is able to make difficult decisions and resolve problems or improve operations.
• Actively searches out opportunities to achieve best results.
• Strong analytical ability, technology acumen and have a consultative and collaborative style with a customer service focus.
• Ability to work independently as well as to lead/manage phases of projects.
• Solid analysis and problem solving skills.
• Promotes open, constructive and collaborative relations with superiors, subordinates, peers and client groups.
• Solid project management skills to manage projects critical to internal and external business partners.

Education & Experience:

• Undergraduate Degree required or country equivalent.
• Must have at least 9 years of experience.
• Previous project management experience a plus.
• Post graduate degree in HR/Learning Preferred.
• Experience with Lean and/or Six Sigma process improvement, Microsoft Office Suite and Project Management Applications a plus.

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

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