Training Team Manager

Reports to: Director of Customer Experience

Our client, a fast growing tech start-up with a BNPL segment is seeking to recruit a Training Manager for their customer experience/ learning L&D teams. This is a strategic role whose mandate is to own and optimize training and instructional content initiatives, build and manage the Training team, oversee cross-team coordination efforts, and collect and analyze performance data to maximize impact.

Duties & Responsibilities:

Instructional Content and Training:

• Oversee the use of best practices in user-centered instructional design to develop multimedia content, including: interactive Learning Management System (LMS) modules, help center articles, social media, videos, screenshots and diagrams, etc.
• Serve as key system administrator of learning platforms, including knowledge bases, learning management systems, customer resources, etc.

Team Coordination:

• Coordinate with Merchant Expansion teams to identify unmet Merchant needs and ensure Merchant-facing teams have adequate product training and content
• Coordinate with Product team to propose and track feature requests and manage rollout of new features
• Coordinate with Customer Support and Customer Success teams to identify trends in tickets that could inform training activities or goals

Strategy and Impact:

• Design and implement evaluations to test efficacy and medium-term impact of trainings and instructional materials
• Design and implement customer satisfaction surveys to evaluate customer satisfaction with learning initiatives
• Work with Business Intelligence (BI) and Sales teams to build training tracking tools and dashboards; monitor dashboards, identify and communicate data trends
• Train colleagues on use of tracking and evaluation tools and provide ongoing oversight of their use
• Own analytics for learning platforms, including knowledge bases and learning management system
• Identify key success metrics, set targets, and track progress
• Analyze and synthesize data to produce useful insights and actionable recommendations; find creative and engaging ways to communicate findings to internal stakeholders

Desired Requirements

- Degree(s) in relevant field, Master’s degree preferred

- 8+ years of relevant professional experience with increasing responsibility

- 2+ years management of direct reports

- 4+ years experience in developing and delivering training content for technical products

- Technical mastery of content design and hosting platforms (e.g. Articulate, Adobe, Camtasia, Coassemble, Zendesk)

- Experience in the administration of learning management systems (LMS), knowledge bases, or similar digital knowledge management systemsExperience in data collection, data analysis, dashboards and reporting, and performance analysis a must Extremely detail-oriented with exemplary follow-through and organizational skills

- Previous startup experience a plus

- Exhibit key values: impact-driven, empathetic, courageous, trustworthy, curious, and collaborative