Purpose
The Training Manager plays a pivotal role in creating and leading the strategy, design and delivery of top tier eLearning solutions to assist customers on a global scale, and in alignment with our organizations mission, to build a global AI-optimized scheduling and forecasting platform that will empower and reward people within the fast-food and Quick Service Restaurant (QSR) industry.
You will create and deliver sophisticated, engaging, and impactful programs to our global QSR customers, that empower users to maximize the value of our products, drive adoption and contribute to customer success. Your influence will manifest through various channels, including the Learning Management System (LMS), digital adoption initiatives, a comprehensive knowledge base, informative webinars, and immersive live training sessions.
Key accountabilities
To be a successful Training Manager, you will be passionate about the design, development and delivery of outstanding training programs.
- Creativeness, attention to detail, and an ability to think empathetically will be key in shaping effective and meaningful learning solutions.
- The role also requires strong leadership, superior presentation and outstanding all-round communication skills.
- Design and develop training material, including presentations, videos, interactive tutorials, knowledge articles and online resource
- Collaborate with cross-functional teams to gather insights and requirements for training content, ensuring alignment with product features and updates
- Ongoing maintenance of LMS; User setup, reporting, fixing user issues as well as creating the user
- environment/catalogue, certificates, emails, and badging.
- Keep training materials up to date with the latest product enhancements, ensuring accuracy and relevance.
- Create content, tailored to the needs of various stakeholders, including customers, employees, and partners
- Create content to accommodate a wide array of learning competencies and ensure users gain the essential knowledge and skills to adeptly navigate and engage with our software.
- Conduct engaging and effective training sessions through various channels, such as webinars,
- in-person workshops, virtual classrooms, and self-paced online modules.
- Adapt training delivery methods to accommodate different learning styles and skill levels.
- Work closely with the Customer Success/ Client Solutions and Product team to identify training needs and opportunities to drive customer satisfaction and retention.
- Provide training support to customers to ensure successful onboarding and continuous product usage.
- Develop and deliver training programs for internal teams, including sales, support, and product development, to enhance their product knowledge and customer interaction skills.
- Collaborate with partners and third-party vendors to develop training programs that enable them to effectively represent and support our products.
- Monitor the effectiveness of training programs through feedback, assessments, and performance metrics.
- Continuously refine and enhance training materials and programs based on feedback and evolving product features.
- Stay updated on industry trends, best practices, and technological advancements to ensure training materials and methods remain cutting-edge.
Knowledge, Experience, [Competencies/Capabilities] Qualifications
- Bachelor's degree in a relevant field; Master's degree is a plus.
- At least 7 years of experience in Training, Learning & Enablement, with experienced gained in strategic leadership roles.
- Proven track record of designing and delivering successful training programs, that meet customer and business needs.
- Strong understanding of the QSR industry and restaurant operations
- Experience with SaaS solutions, collaborating with technical teams, and interpreting data and system integration requirements for training content
- An impeccable communicator, both verbally and written, crafting messages for specific audiences and being selective over the appropriate channel
- Strong cross-collaboration skills to work closely with various stakeholders, including software developers, project managers, and HR personnel.
- You understand the connection between effective training and excellent customer service, as well as business success
- Demonstrate patience and empathy in understanding and addressing the diverse needs of users.
- Proficiency in creating multimedia training content using tools like PowerPoint, video editing software, and e-learning content authoring software such as the Articulate suite (Storyline and Rise).
- Project management skills to manage training initiatives from conception to evaluation.
- Strong portfolio that demonstrates expertise in design thinking, user research, visual design, and interaction design.
- Able to travel when necessary for training, client presentations and internal engagements etc.
