Head Of Needs Assessment

Requisition Title

Description

At Percepta, we bring first-class service across each market we support. As Head of Needs Assessment you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing As the Head of Needs Assessment at Percepta, you will lead a team of Learning Strategists and play a pivotal role in shaping our learning and knowledge initiatives. You will work closely with internal and external stakeholder groups to manage, lead, conduct, and report on the creation of Needs Assessments and development of strategic plans to meet the learning and development needs of our organization. The Needs Assessment team will collaborate with and support other departments including the operations, quality, IT, and mobilization teams to ensure a holistic and integrated approach to learning, performance support and knowledge management.

During a Typical Day, You’ll

• Lead and manage the Needs Assessment team, providing guidance and support to ensure the successful execution of all projects and initiatives.

• Envision and drive the creation of process for the Needs Assessment team to align with organizational needs, including strategic discovery, front end analysis (FEA), and instructional design and knowledge base development.

• Consult with key stakeholders, including senior leadership, clients, and subject matter experts, to identify learning and development needs and opportunities.

• Oversee the development and implementation of Needs Assessment methodologies, tools, and processes to gather relevant data and insights.

• Analyze data and trends to identify key priorities and develop strategic plans for addressing learning and development needs.

• Provide strategic guidance and recommendations to senior leadership based on Needs Assessment findings.

• Ensure that all Needs Assessment activities are aligned with organizational goals and objectives.

• Monitor and evaluate the effectiveness of Needs Assessment strategies and make recommendations for improvement.

• Stay informed about industry trends and best practices in Needs Assessment and learning and development.

What You Bring to the Role

• Bachelor's degree in Instructional Design, Education, or a related field (Master's degree preferred).

• Minimum of 10 years of experience in Needs Assessment, instructional design, knowledge centered services, or a related field.

• Strong leadership and management experience with demonstrated background in leading a remote, global team and collaborating effectively with stakeholders6+ years of combined project management, business process, and managerial or supervisory experience in a services environment (preferably outsourcing industry)

• Minimum of 2 years’ experience in leadership, including remote and/or global managing of teams and coaching/mentoring employees

• Demonstrated experience in business or technical writing.

• Automotive customer service/BPO experience strongly preferred.

• Background in the learning sciences or a related field is preferred.

• Strong leadership and management skills and ability to authentically and appreciatively lead a diverse, remote team leveraging people-based leadership principles

• Computer literacy with MS Office software, course authoring tools, learning management systems, and knowledge base management programs

• Exceptional communication skills, both written and verbal, with the ability to present complex information in a clear and concise manner.

• Excellent time management skills and the ability to effectively multitask

• Capable of effectively facilitating meetings and developing presentations

• Detail oriented with a focus on producing various forms of documentation and process documentation

• Strong organizational, analytical, and problem-solving skills

• Demonstrate initiative, business acumen, and a high degree of professionalism

• Strong critical and strategic thinking, decision making, and collaboration

• Proficiency in curriculum consulting, writing and media production, and project leadership.

• Ability to lead complex initiatives with cross-functional stakeholders and clients.

• Strong organizational skills with the ability to manage multiple projects and priorities simultaneously.

What You Can Expect

• Health/Dental/Vision/Life Insurance

• Flexible Spending Account (FSA) and Health Savings Account (HSA)

• 401(k) with company match

• Vacation/Sick Time and Paid Holidays

• Tuition Reimbursement

• Employee Assistance Program

• Employee Discount Program

• Training and Development Programs (Percepta College)

• Employee Rewards Program (Perci Perks)

• A Bit More About Your Role Ability to work independently and collaboratively in a fast-paced environment.

• Proven track record of delivering results in a dynamic and evolving organization.

• Ability to work effectively in a remote environment on a global team

• Global travel required, up to quarterly.

About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

Culture of Service – to be treated like you are the customer from day one

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

CareerGrowth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.