Training & Development
Manager, Training Development, Customer Care, Rancho Cordova, CA
Manager, Training Development, Customer Care
Location: Rancho Cordova, CA
Job Number: 2271
The Training Development Manager is responsible for the managing the design and delivery of instructional materials that are used to educate WebEx customers on the use of WebEx in their environment. This person will manage a team of instructor-led course developers, web-based training developers and editors in the successful introduction of these offerings. The training development manager will work closely with the training delivery team and instructional design specialists to ensure that all materials meet WebEx standards for implementation. They will be expected to track course requirements against service delivery schedules to ensure on-time delivery of materials for all service releases, and will work with marketing and the client services team on providing other materials as needed to introduce and/or expand the awareness of WebEx into the customer environment. Additionally, this person will be responsible for the adherence to the WebEx training services lifecycle, and will work to evolve this process as needed to continue to meet business requirements.
The Training Development Manager must have demonstrated experience in instructional design and training delivery processes, adult learning theory and training needs assessment, and 5+ years experience managing a multi-disciplined team in a fast paced, dynamic technology environment. n
Overall Responsibilities
- Provide leadership to staff in the form of coaching and skills development for instructional design and development of materials
- Attend weekly product status meeting, providing status on current development activities as well as determining and prioritizing upcoming requirements. Establish and maintain a communications vehicle with product marketing team for service roadmap updates.
- Drive updates and implementation of enhancements to the lifecycle process
- Work with instructional design strategists to develop, and drive implementation of all WebEx customer learning materials and programs for all services
- Maintain development calendar of all departmental activities, including measurement for on time delivery of course materials
- Set and measure performance objectives for all team members, providing developmental goals and working with staff in the achievement of them
- Work with Training Delivery team on course handoff processes to ensure a smooth transition between development and delivery.
- Understand WebEx customer satisfaction objectives, and work with the leadership team to drive improvements
Desired Qualifications and Experience:
- 3-5 years experience in technical courseware development and training delivery in a software development environment
- Demonstrated skills in coaching and team development
- A minimum of 3 years experience designing and evaluating Performance-based instructional materials
- 5+ years direct management experience with a multi-disciplined team
- Experience with production tools: Adobe FrameMaker, Microsoft PowerPoint, Microsoft Word, Microsoft Excel, Visio, Performance-based evaluation software, familiarity with Dreamweaver, Flash, html
- BA or equivalent work experience