Support Operations Manager

The Support Operations Manager (SOM) creates, presents, and maintains in-depth learning content to onboard new Support team members and maximize the global Workiva Support Team’s knowledge and expertise. The SOM will help refine Workiva’s Knowledge Management Program as well as create and maintain processes to drive quality and continuous improvement. This position requires cross-organization collaboration with global internal teams to develop and implement a long-term training strategy and progress Support Operations initiatives.

What You’ll Do

• Develop and refine Workiva’s Knowledge Management Program to ensure best-in-class product support and knowledge articles for customers

• Collaborate with technical and non-technical stakeholders, and internal teams globally on Support Operations initiatives and projects

• Create job aids and eLearning courses for product specific topics and ongoing job specific and career development opportunities for the Support organization

• Organize and deliver in-person and/or virtual training sessions for new hires in the Support organization

• Develop and maintain processes to drive knowledge management quality and continuous improvement

• Partner with R&D and Product Management teams to get relevant platform improvements planned and rolled out, and develop training to enable Support team

• Assist with Customer Partner Experience Ops team and business continuity disaster recovery

• Devise a long-term Support Team training strategy in alignment with Support & Enablement goals and Workiva values

• Maintain a metrics strategy to demonstrate training program effectiveness including in-person training sessions, virtual instructor-led training sessions, e-learning content and job aids  

What You'll Need

Minimum Qualifications

• Typically requires 4 years of experience with developing learning content, implementing learning programs inclusive of onboarding and training, and delivering live and/or virtual training to adult learners in a corporate environment

• Typically requires an Undergraduate Degree or equivalent combination of education and experience in a related field

Preferred Qualifications

• Familiarity with Ignite or any other learning management systems and/or learning experience platforms

• Familiarity with Zendesk, Confluence, JIRA, and Genesys preferred

• Experience planning and managing complex projects with cross-functional teams

• Ability to work effectively with multiple global teams across various time zones

• Exceptional organizational skills with the ability to manage multiple projects simultaneously

• Instructional design/curriculum development knowledge with a focus on developing, implementing, and continuously improving online and in-person learning experiences

• Strong in-person and virtual course delivery skills

Travel Requirements & Working Conditions

• Minimal travel expected

• Reliable internet access for any period of time working remotely and not in a Workiva office

How You’ll Be Rewarded

✅ Salary range in the US: $69,000.00 - $117,000.00

✅ A discretionary bonus typically paid annually

✅ Restricted Stock Units granted at time of hire

✅ 401(k) match and comprehensive employee benefits package

The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.

Workiva is an Equal Employment Opportunity and Affirmative Action Employer.  We believe that great minds think differently.  We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation.  Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic.  We strongly encourage and welcome people from historically marginalized groups to apply.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com.  

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.

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