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 scale

Job 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

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 Accommodations@cushwake.com. Please refer to the job title and job location when you contact us.

INCO: “C&W Services”