Senior HR Service Delivery Consultant: Learning Support Lead

Senior Hr Service Delivery Consultant

Wells Fargo is seeking a Senior HR Service Delivery Consultant to serve as the escalation lead and process owner for the Learning Support function within the Learning & Performance Management Operations team. This team is part of Human Resources Operations & Service Delivery (HROSD) and is responsible for maintaining the learning catalog, managing training assignments, delivering end-user support, and supporting performance management operations.

In this role, you will ensure the accuracy and integrity of desktop procedures and knowledge articles while partnering closely with Learning Operations leaders and Tier 2 case managers to ensure processes are consistently executed as designed. You will collaborate with Tier 1, Product, Technology, and other cross-functional stakeholders to solve complicated learner support problems, identify process and knowledge gaps and drive service enhancements that improve operational efficiency and support quality.

The ideal candidate brings a strong balance of process ownership, technical expertise, and service delivery leadership—serving as both a subject-matter expert in learning processes and systems, and as the primary escalation partner for complex or high-impact Learning Support issues across LMS and service delivery platforms.

In this role, you will:

• Create and maintain all desktop procedures and knowledge articles supporting all Learning Support activities.
• Coach and support Tier 2 case managers on process adherence and performance against SLA and CSAT KPIs.
• Partner cross-functionally with Tier 1, Product, Technology, and other stakeholders to identify inefficiencies and implement sustained process improvements.
• Design, develop, and maintain operational dashboards to monitor performance, trends, risks, and escalations.
• Resolve escalated issues for learning support and administrative requests.
• Serve as the escalation point for complex learning support and administrative requests, ensuring timely and effective resolution.
• Develop and present recommendations for process improvement, operational effectiveness, risk mitigation, and control enhancements.
• Own assigned initiatives end-to-end, driving accountability, efficiency gains, and successful implementation of solutions and action plans.
• Act as the primary Learning Support data and insights expert—proactively identifying trends and emerging issues, advising stakeholders in real time, and leading discussions on KPIs and business performance.

Required Qualifications:

• 4+ years of Human Resources operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4 + years of learning management system administration and multifunctional expertise across assignments, learning objects, audiences and configuration settings.

Desired Qualifications:

• 4+ years of experience with Cornerstone, Degreed, and/or Workday Learning administration.
• 2+ years of experience using ServiceNow and Workday in a case management or operational support capacity.
• Experience supporting LMS release management and User Acceptance Testing (UAT).
• Strong technical and process writing skills.
• Proven ability to prioritize competing demands, meet deadlines, and operate effectively in a dynamic, highly regulated environment with a strong focus on operational risk management and controls.
• Experience collaborating with offshore or distributed teams.
• Advanced data analysis and visualization skills using tools such as Excel, Tableau, Power BI, and emerging AI productivity tools (e.g., Copilot).

Job Expectations:

• Position will require onsite presence in a hybrid work schedule in Mpls, MN; Charlotte, NC, Phoenix, AZ, West Des Moines, IA or San Antonio or Irving, TX.
• This position is not eligible for Visa sponsorship
• Relocation assistance not available for this position
• Ability to travel up to 5% of the time.

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.

$87,000.00 - $154,000.00

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement