Senior Manager, Americas & EMEA Learning Operations

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Role Summary 

The Senior Manager, Americas & EMEA Learning Operations is responsible for leading the regional operational infrastructure that enables the successful delivery, governance, administration, measurement, and continuous improvement of enterprise learning programs across the Americas and EMEA. This role ensures a consistent, scalable, and high-quality learning experience while driving operational excellence, process standardization, compliance, reporting, and learning technology effectiveness.  

As a key member of the Learning Center of Excellence, the role partners closely with Regional Talent & Learning Advisors, Learning Program Managers, HR leaders, and business stakeholders to execute learning strategies and deliver impactful capability-building solutions. The Senior Manager serves as the primary regional owner for learning operations, balancing operational rigor, stakeholder partnership, and continuous improvement to ensure learning investments drive measurable business outcomes. 

A core mandate is to optimize learning operations through two complementary channels: applying Lean, Kaizen, and related continuous-improvement methods to simplify and standardize processes; and leveraging AI—particularly agentic AI—to automate routine learning administration and operational work. The goal is to reduce low-value manual effort, strengthen controls and service quality, and enable the learning operations team to build deeper consultative expertise and deliver greater strategic learning impact. 

Key Responsibilities 

Regional Learning Operations Leadership  

• Lead learning operations across the Americas and EMEA, ensuring consistent execution of enterprise learning programs. 

• Establish and maintain regional governance, service levels, and operational standards aligned with global learning operations practices. 

• Drive operational excellence and continuous improvement initiatives that improve efficiency, quality, scalability, and learner experience. 

• Lead process optimization using Lean, Kaizen workshops, process mapping, root-cause analysis, and standard work to eliminate waste, simplify workflows, improve controls, and continuously enhance service quality. 

• Serve as the escalation point for operational issues, risks, and delivery challenges.  

Program Delivery & Execution 

• Oversee the end-to-end operational deployment and administration of leadership, functional, technical, compliance, and professional development programs. 

• Partner with Learning Program Managers to ensure successful program launches, execution, learner communications, completion tracking, and reporting. 

• Monitor delivery performance and ensure programs are executed in accordance with timelines, quality standards, and stakeholder expectations. 

• Ensure effective coordination across multiple countries, operating units, and business functions. 

Learning Technology & Experience 

• Lead regional adoption and optimization of learning technologies 

• Partner with HR Technology, Digital Technology, and vendors to resolve issues, improve user experience, and support system enhancements. 

• Ensure data accuracy, governance, testing, and compliance requirements are maintained. 

• Champion digital learning innovation and process automation opportunities. 

• Identify, prioritize, and implement AI-enabled automation opportunities—with a focus on agentic AI—to streamline routine learning administration and operations while maintaining appropriate data privacy, security, compliance, human oversight, and change-management controls. 

Reporting, Analytics & Insights 

• Develop and deliver learning analytics, dashboards, and operational metrics that provide actionable insights to leaders. 

• Monitor participation, completion, learner engagement, operational performance, and program effectiveness. 

• Conduct regular operational reviews and provide recommendations for improvement. 

• Leverage data to identify trends, risks, and opportunities to optimize learning outcomes. 

Compliance & Risk Management 

• Ensure compliance, regulatory, and mandatory training programs are deployed and administered effectively. 

• Maintain audit-ready processes, controls, and documentation. 

• Monitor regional compliance requirements and partner with HR, Compliance, Legal, and business stakeholders to mitigate risk. 

• Ensure adherence to enterprise learning policies and standards. 

Vendor & Financial Management 

• Manage relationships with learning vendors, facilitators, service providers, and technology partners. 

• Monitor regional learning operations budgets, purchase orders, and expenditures. 

• Evaluate vendor performance and identify opportunities for cost savings and operational efficiencies. 

• Support contract governance and vendor management processes. 

Leadership & Team Development 

• Lead and develop a team of Learning Specialists and learning operations resources supporting the Americas and EMEA. 

• Foster a service-oriented, customer-focused culture centered on operational excellence. 

• Build team capability through coaching, development planning, succession planning, and knowledge sharing. 

• Promote collaboration across regional and global learning teams. 

Required Qualifications & Experience 

• Bachelor's degree in Human Resources, Organizational Development, Business Administration, Education, or a related field. 

• 6+ years of experience in learning operations, learning administration, learning technologies, talent development, or HR operations. 

• Experience leading regional or global teams in a complex, matrixed organization. 

• Strong expertise in LMS administration, learning technologies, reporting, analytics, and process governance. 

• Demonstrated experience improving operational processes through Lean, Kaizen, or comparable continuous-improvement methods, and applying AI or intelligent automation to reduce manual administrative work; experience with agentic AI is strongly preferred. 

• Proven experience overseeing large-scale learning deployments and operational delivery. 

• Strong project management, stakeholder management, and change management capabilities. 

• Experience managing external vendors, budgets, and service providers. 

• Excellent communication and analytical skills. 

• Ability to translate strategy into operational execution and measurable results. 

Key Competencies 

• Pace: Maintains urgency and drives timely execution without compromising quality. 

• Performance centricity: Delivering high quality, results focused talent programs for the region. 

• Leadership: Inspires and influences across diverse teams and geographies. 

• Collaboration: Builds strong partnerships with business leaders and HR peers. 

• Innovation: Champions creative solutions for talent challenges. 

• Agility: Adapts quickly to changing business needs and market dynamics. 

• Inclusion: Promotes diversity and belonging in all talent practices. 
  

Apply today to join us and build what’s next!

The salary range for this role is $155,000-$170,000.  Pay within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business or organizational needs. This salary is reflective of candidates who are based in the U.S.

We are open to candidates in either the United States or Spain.

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Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio.  

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.  

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.  

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.   

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.  We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.  

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