Training Program Manager - ICONMA, LLC
San Bruno, CA 94066
About the Job
Training Program Manager
Location: San Bruno, CA/Hybrid
Duration: 6 months
Description:
Overall Responsibilities: As Training Program Manager, you help agents to delight customers by providing learner-centric training strategies. You will analyze trends and future launches to anticipate training needs and advocate the continual improvement of the agent training experience. Working with our cross-functional teams, you will create training project plans, review the design and development process, and coordinate with our vendors to ensure smooth delivery to our service delivery centers. You will report training progress and evaluate the training to understand its effectiveness in preparing agents to provide quality service to our consumers. Additionally, you should have strong leadership, organizational, problem-solving, networking and communications skills.
Top 3 Daily Responsibilities:
Consult with business partners and stakeholders to determine the most effective training strategy to support products and workflows.
Analyze trends in quality results, product launches, anticipate learning needs, and devise appropriate training interventions.
Lead the development and implementation of curricular framework for all Client training that drive business results.
Drive training development to completion by managing timelines, overseeing the instructional design process, and coordinating the delivery of training to our help centers.
Mandatory Skills/Qualifications:
Bachelor’s degree in education, Instructional Design, related field or equivalent practical experience.
Experience deploying training programs to 3rd party partners.
Experience managing cross-functional projects with delivery in organizations.
Skills:
Identifying training needs
Developing training materials
Delivering training
Evaluating training effectiveness
Skill/Experience/Education:
Mandatory:
Business acumen: Ability to understand goals and corresponding levers to grow crucial business metrics, understanding the value that it brings to stakeholders.
Client/Partner Management: Ability to partner with and influence clients, partners, and/or service providers. This includes setting service level agreements (SLAs) and taking a consultative and data-driven approach.
Consultative Skills: Ability to understand stakeholder needs through dialogue before conducting analysis and making recommendations.
Data analysis and Synthesis: Ability to analyze information, draw conclusions, generate alternatives and solutions, and evaluate outcomes. This includes the ability to use data to add value to business planning and strategies.
Education and learning in subject matter domains: Knowledge of principles and methods for education document design, instructions and guides to facilitate learning, and the measurement of learning effects in subject matter domains, including the ability to apply educational or training methods to help others learn subject matter knowledge.
Client Product knowledge: Knowledge of Client's product areas and key trends associated with those product areas.
Industry knowledge: Knowledge of the changing landscape of the industry, product areas, other key players, and/or markets including technology trends and issues that affect the operations of one's business and organization.
Managing meetings effectively: Ability to set meeting agendas, understand the audience, set action items, and drive meetings to the desired outcome. This includes following up on action items and communicating decisions that result from meetings.
Networking: Ability to build and maintain a professional network internally and externally and identify opportunities for collaboration.
Opportunity Identification: Ability to identify opportunities and/or deals with potential and/or existing customers/partners, including the ability to propose strategies or solutions, and the skills of recognizing business needs, communicating, collaborating, and nurturing opportunities with others.
Program Management: Knowledge of the process of managing several related projects, often with the intention of improving an organization's performance.
Resource Allocation: Knowledge of resource allocation/budgeting procedures and budget management strategies.
Risk Management: Ability to anticipate, assess, and manage risk (e.g., operational, product, team health) by identifying or developing strategies to mitigate the risk or the negative effect of the risk.
Situational Leadership: Ability to interact confidently, clearly and respectfully with others, especially senior leaders of the organization, to present/defend/clarify concerns or issues regarding an existing project, program or solution. This includes the ability to effectively address difficult questions, handle pushback from a high-level audience, and maintain a professional demeanor while engaging in difficult or sometimes high-pressure situations.
Storytelling: Ability to influence and inspire an audience by crafting stories using data that elicit empathy or create buy-in.
Skill Matrix
Skill Name Level Years Mandatory(Yes/No)
Analytical Skills 4 Yes
Planning and Organizational Skills 4 Yes
Strong Communication Skills 4 Yes
As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Location: San Bruno, CA/Hybrid
Duration: 6 months
Description:
Overall Responsibilities: As Training Program Manager, you help agents to delight customers by providing learner-centric training strategies. You will analyze trends and future launches to anticipate training needs and advocate the continual improvement of the agent training experience. Working with our cross-functional teams, you will create training project plans, review the design and development process, and coordinate with our vendors to ensure smooth delivery to our service delivery centers. You will report training progress and evaluate the training to understand its effectiveness in preparing agents to provide quality service to our consumers. Additionally, you should have strong leadership, organizational, problem-solving, networking and communications skills.
Top 3 Daily Responsibilities:
Consult with business partners and stakeholders to determine the most effective training strategy to support products and workflows.
Analyze trends in quality results, product launches, anticipate learning needs, and devise appropriate training interventions.
Lead the development and implementation of curricular framework for all Client training that drive business results.
Drive training development to completion by managing timelines, overseeing the instructional design process, and coordinating the delivery of training to our help centers.
Mandatory Skills/Qualifications:
Bachelor’s degree in education, Instructional Design, related field or equivalent practical experience.
Experience deploying training programs to 3rd party partners.
Experience managing cross-functional projects with delivery in organizations.
Skills:
Identifying training needs
Developing training materials
Delivering training
Evaluating training effectiveness
Skill/Experience/Education:
Mandatory:
Business acumen: Ability to understand goals and corresponding levers to grow crucial business metrics, understanding the value that it brings to stakeholders.
Client/Partner Management: Ability to partner with and influence clients, partners, and/or service providers. This includes setting service level agreements (SLAs) and taking a consultative and data-driven approach.
Consultative Skills: Ability to understand stakeholder needs through dialogue before conducting analysis and making recommendations.
Data analysis and Synthesis: Ability to analyze information, draw conclusions, generate alternatives and solutions, and evaluate outcomes. This includes the ability to use data to add value to business planning and strategies.
Education and learning in subject matter domains: Knowledge of principles and methods for education document design, instructions and guides to facilitate learning, and the measurement of learning effects in subject matter domains, including the ability to apply educational or training methods to help others learn subject matter knowledge.
Client Product knowledge: Knowledge of Client's product areas and key trends associated with those product areas.
Industry knowledge: Knowledge of the changing landscape of the industry, product areas, other key players, and/or markets including technology trends and issues that affect the operations of one's business and organization.
Managing meetings effectively: Ability to set meeting agendas, understand the audience, set action items, and drive meetings to the desired outcome. This includes following up on action items and communicating decisions that result from meetings.
Networking: Ability to build and maintain a professional network internally and externally and identify opportunities for collaboration.
Opportunity Identification: Ability to identify opportunities and/or deals with potential and/or existing customers/partners, including the ability to propose strategies or solutions, and the skills of recognizing business needs, communicating, collaborating, and nurturing opportunities with others.
Program Management: Knowledge of the process of managing several related projects, often with the intention of improving an organization's performance.
Resource Allocation: Knowledge of resource allocation/budgeting procedures and budget management strategies.
Risk Management: Ability to anticipate, assess, and manage risk (e.g., operational, product, team health) by identifying or developing strategies to mitigate the risk or the negative effect of the risk.
Situational Leadership: Ability to interact confidently, clearly and respectfully with others, especially senior leaders of the organization, to present/defend/clarify concerns or issues regarding an existing project, program or solution. This includes the ability to effectively address difficult questions, handle pushback from a high-level audience, and maintain a professional demeanor while engaging in difficult or sometimes high-pressure situations.
Storytelling: Ability to influence and inspire an audience by crafting stories using data that elicit empathy or create buy-in.
Skill Matrix
Skill Name Level Years Mandatory(Yes/No)
Analytical Skills 4 Yes
Planning and Organizational Skills 4 Yes
Strong Communication Skills 4 Yes
As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Source : ICONMA, LLC