Learning Manager II - User Services and Support

We’re looking for an experienced Learning Manager to join the User Services and Support team and lead the strategy, programs and outcomes that help our support teams perform at their best. In this role, you’ll manage, coach and guide a team while also being involved in various projects and programs. We need a strong partner who can build positive working relationships with leaders and stakeholders. The ideal candidate is a proactive problem-solver who can design effective onboarding, training and learning solutions.  

What you’ll do:

• Establish a learning vision and strategy that aligns support agent training plans with organizational goals.

• Guide overall team performance and ensure the team has the tools, resources, and partnerships needed to achieve successful outcomes. 

• Continuously refine onboarding and training programs based on audience needs and business goals.

• Design learning solutions and resources that meet current objectives and help us prepare for future needs.

• Explore and apply scalable content practices, templates, and AI tools that increase efficiency while delivering accurate, clear, and helpful user-focused solutions.

• Collaborate with key stakeholders across the support organization to identify learning needs, align on desired outcomes, and deliver high-impact and scalable learning experiences.

• Establish and implement an effective learning evaluation strategy built around metrics that can be used to assess learning outcomes and make data-driven decisions.

• Track and analyze learning performance and present program insights and recommendations for improvement to senior leadership.

What we’re looking for:

• 5+ years of experience in a people management role with the ability to lead and motivate a high-performing team.

• Familiarity with eLearning authoring tools, knowledge management tools, and Learning Management Systems (LMS) including Zendesk Guide, Guru, Articulate, Docebo or similar tools.

• Demonstrates expertise in instructional design models and methodologies.

• Strong knowledge of adult learning principles and how to apply them when designing training content for different learning environments (self-guided vs. virtual).

• Proven experience leading, designing, and delivering employee training programs and measuring the effectiveness of those programs.

• Past experience creating content or training related to API integration, adtech, or technically complex product or features.

• Experience working in a customer support environment or with contact centers.

• Strong communication and influencing skills across all levels within an organization.

Relocation Statement:

•  This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.

In-Office Requirement Statement:

• We let the type of work you do guide the collaboration style. That means we're not always working in an office, but we continue to gather for key moments of collaboration and connection.

• This role will need to be in the office for in-person collaboration up to 4x per year and therefore can be situated anywhere in the country. 

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