Learning Operations Manager @ ICW Group

Operations & Logistics (1)

Are you looking to make an impactful difference in your work, yourself, and your community? Why settle for just a job when you can land a career? At ICW Group, we are hiring team members who are ready to use their skills, curiosity, and drive to be part of our journey as we strive to transform the insurance carrier space. We're proud to be in business for over 50 years, and its change agents like yourself that will help us continue to deliver our mission to create the best insurance experience possible.

Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for ten consecutive years as a Top 50 performing P&C organization offering the stability of a large, profitable and growing company combined with a focus on all things people. It's our team members who make us an employer of choice and the vibrant company we are today. We strive to make both our internal and external communities better everyday! Learn more about why you want to be here!

JOB SUMMARY

The Learning Operations Manager is the strategic enabler of scale and governance for ICW Group’s Workforce Enablement function. This role ensures learning operations are efficient, data-driven, scalable, and aligned with ICW’s Operation 2027 transformation strategy.

This role has enterprise-wide oversight of the ICW Group Learning Academies, ensuring they are consistent in methodology, quality, and alignment with departmental Skill Taxonomies. This role also governs the intake, Stage Gate, and Portfolio Review processes in Cognota, manages LMS strategy and administration, oversees outsourced vendor content development, and ensures all projects meet standards of quality, efficiency, and measurable impact.

While this is an individual contributor role without direct people management, it requires strong cross-functional collaboration, mentorship, and influence to enable a lean team to deliver enterprise-wide outcomes.

KEY RESPONSIBILITIES

Learning Operations, Governance & Portfolio Management

Provide enterprise oversight of all ICW Group Learning Academies, ensuring consistency in methodology and alignment to departmental Skill Taxonomies.
Govern the intake process, weekly Stage Gate Reviews, and quarterly Portfolio Reviews, ensuring initiatives are prioritized, resourced, and strategically aligned.
Serve as process owner for governance—standardizing workflows, templates, and reporting to improve efficiency, scalability, and transparency.
Define and track Agile delivery metrics (e.g., velocity, cycle time, completion rates) to demonstrate operational efficiency and responsiveness.
Partner with the Head of Workforce Enablement to provide operational support for the Learning Advisory Council, supplying data and insights to guide enterprise priorities.

Learning Management System (LMS) Strategy & Oversight

Oversee enterprise LMS strategy, ensuring system reliability, compliance tracking, and integration with other platforms (e.g., LinkedIn Learning, Cognota).
Manage internal and outsourced LMS administration, ensuring SLA adherence, responsiveness, and optimization of system functionality.
Act as system architect, liaising with IT and vendors to evaluate enhancements, upgrades, and integration of emerging technologies.
Ensure learning records and compliance documentation are accurate, audit-ready, and aligned with regulatory standards.

Data, Analytics & ROI Measurement

Lead the design and execution of a multi-tier analytics strategy, linking learning effectiveness, behavior change, and business outcomes.
Develop dashboards that connect skills data directly to workforce planning, succession planning, and talent reviews.
Deliver predictive and prescriptive insights for the Head of Workforce Enablement and ELT, demonstrating ROI and workforce capability growth.

Change, Adoption & Knowledge Management

Develop and maintain a Learning Adoption Playbook including communication, manager enablement, and reinforcement strategies; embed adoption planning at Gate 2 (Solution Design Proposal).
Own ICW Group’s knowledge and content management framework, ensuring learning assets are modular, tagged, and reusable across academies.
Establish and monitor content reuse benchmarks (target 70–80% reuse across the learning portfolio).

Vendor Ecosystem Management

Manage contracts, budgets, and deliverables for external vendors providing leadership, compliance, and technical training.
Maintain a tiered vendor strategy (Strategic, Tactical, Experimental) to maximize ROI and innovation capacity.
Serve as primary point of contact for vendor evaluations, scorecards, and performance reviews.

Internal Capability Development & Continuous Improvement

Partner with the Head of Workforce Enablement to operationalize the Workforce Enablement Team Competency Model; support the development of internal team capabilities in governance, analytics, and adoption.
Provide mentorship to team members on Cognota, LMS, analytics, and portfolio management.
Identify and implement continuous improvement opportunities in systems, processes, and reporting.
Benchmark learning operations practices against industry standards and bring forward innovations in automation, AI, and digital learning operations.

REQUIRED QUALIFICATIONS

Bachelor’s degree in Business, Project Management, Information Systems, or Learning & Development-related fields; Master’s preferred.
7+ years of experience in learning operations, program management, or L&D systems administration.
Experience overseeing functional or enterprise learning academies and ensuring alignment with skill frameworks.
Experience with LMS administration, outsourced vendor content development, and Stage Gate/Portfolio governance.
Proven ability to manage cross-functional projects with complex stakeholders.
Strong vendor management experience, including oversight of outsourced LMS administration and content providers.
Proficient in data analytics and reporting (Excel, Power BI, or equivalent).
APTD or CPTD certification (preferred) or PMP certification (desirable).
Exceptional attention to detail, with ability to work independently and influence without direct authority.

REQUIRED CORE SKILLS & CAPABILITIES

Building Personal Capability

Strong organizational and project management skills.
Relationship management and collaboration across functions.
Adaptability to evolving technologies and business needs.

Developing Professional Capability

Expertise in program, project, and portfolio management methodologies.
Proficiency in LMS administration, learning operations platforms (Cognota), and vendor management.
Advanced data literacy with ability to design dashboards, predictive insights, and ROI reports.
Knowledge of instructional design principles to evaluate vendor-created materials.
Digital transformation acumen—ability to apply automation, AI, and emerging learning tech.

Impacting Organizational Capability

Business acumen to align learning operations with enterprise priorities.
Ability to drive compliance readiness and governance discipline.
Change management skills to support adoption of new systems and processes.
Strategic mindset for connecting learning operations to ICW Group’s workforce and transformation strategy.
Executive communication skills to translate operational data into insights for ELT.

PHYSICAL REQUIREMENTS

Office environment – no specific or unusual physical or environmental demands and employees are regularly required to sit, walk, stand, talk, and hear.

WORK ENVIRONMENT

This position operates in an office environment and requires the frequent use of a computer, telephone, copier, and other standard office equipment. While performing the duties of this job, the employee is regularly required to sit. The employee is occasionally required to reach with hands and arms and climb or balance. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 25 pounds. The noise level in the work environment is usually moderate. This position requires more than 80% computer use.

We are currently not offering employment sponsorship for this opportunity.

#LI-RK1

#LI-Hybrid

The current range for this position is

$90,559.93 - $152,723.07

This range is exclusive of fringe benefits and potential bonuses. If hired at ICW Group, your final base salary compensation will be determined by factors unique to each candidate, including experience, education and the location of the role and considers employees performing substantially similar work.

WHY JOIN ICW GROUP?
•   Challenging work and the ability to make a difference
•   You will have a voice and feel a sense of belonging
•   We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans and company match
•   Bonus potential for all positions
•   Paid Time Off with an accrual rate of 5.23 hours per pay period (equal to 17 days per year)
•   11 paid holidays throughout the calendar year
•   Want to continue learning? We’ll support you 100%

ICW Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. ICW Group will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law.

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Learning Operations Manager

ICW Group

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