Program Manager – Training & Development

• Come join the Academy Learning & Development team as a Training Program Manager of Expert Learning Experiences.
• Our Customer Success Experts are on the frontlines delivering extraordinary customer support while assisting customers in using our products  
• The growth and development of these 20K+ annual support experts is critical to our customers’ daily success. Ensuring our new and returning
• Experts get onboarded, developed, and supported in an effective and efficient manner is our team’s mission.
• We are an innovative team working to transform learning experiences to develop a world class Expert Network.
• Learning Champion: Promotes a learning and growth mindset that aligns with our values, to build a continuous learning culture.
• Responds and adapts to change through collaboration and experimentation.
• Provides learners the opportunity to develop new and expanded skills and celebrates learner achievement.
• Coaches and mentors others on the development of craft skills, empowering people to grow and do the best work of their lives.
• Recognizes the preferences and motivations of learners, to increase the effectiveness of learning offerings and maximize learning potential.
• Influential Business Partner: Builds strong, trust-based partnerships and creates inclusive environments by cultivating diversity of thought.
• Understands business strategy to deliver impactful learning offerings which accelerate our Big Bets.
• Communicates effectively with a diverse set of stakeholders to influence learning and upskilling initiatives.
• Uses empathy and customer obsession to solve for stakeholder needs.
• Learning Experience Innovator: Applies instructional design methodology including needs analysis to uncover measurable behaviors required for the role, resulting in performance-based outcomes.
• Applies design thinking, and rapid prototyping to solve customer problems.
• Creates content and experiences that engages learners with varied learning preferences and accessibility, including relevant practice to ensure application of learning.
• Manages and curates content using a process that is both sustainable and efficient.
• Leverages existing and explores new tools and capabilities, in collaboration with the learning community.
• Data and Technology Strategist: Reads, works with, and analyzes data to make confident decisions that drive business outcomes.
• Ability to extract insights from data to optimize each step of the learning journey of our customers.
• Ability to use Data storytelling to effectively communicate insights from a dataset using narratives and visualizations.
• Awareness of L&D Tech Stack and tool/capabilities availability to solve learner use cases (e.g. Degreed, Docebo, Credly).
• General working knowledge of the SAAS industry, learning platforms, and a curiosity around future technologies and trends (e.g. AI, VR, Metaverse, practice, etc…).

 
 
 
Interview Process:
 
1st round phone screen
2nd round panel with case study that will be provided prior to panel interview.

• Demonstrated experience managing complex programs in a matrixed, cross functional environment.
• Demonstrated ability to operate independently and interact frequently with senior management to help set strategic guidance.
• Demonstrated experience making data driven decisions in a fast-paced dynamic environment.
• Working understanding of how adults learn and retain information.
• Experience delivering learning program experiences to achieve quantifiable business outcomes.
• Experience engaging with a distributed, virtual team, stakeholders, and workforce.
• Experience working via Agile Scrum development and project planning/execution processes.
• Excellent interpersonal, communication, and presentation skills.
• Experience with customer support learning and development desired.
• Tax Preparation, Accounting, and/or financial experience desired

 
Top skills:
 
**bilingual-French Canadian 
L&D professional 5+ years experience in various aspects-project management, strategy experience, etc
Interpersonal communication and relationship building. Leading without autority, making data driven decisions
call center/customer service experience
Tax Preparation, Accounting, and/or financial experience highly desired