Customer Training Program Manager
Aunt Bertha
Customer Service, Operations
Austin, TX, USA
Posted on Tuesday, June 27, 2023
We’re changing the way people connect to social care.
At findhelp, we’ve built a comprehensive platform of products and services that make it easy for you to connect people to resources, follow them on their journey, and track your impact in a fast and reliable way. Our industry-leading social care network includes more than half a million local, state, and national programs that serve every ZIP Code in the country, from rural areas to major metropolitan centers.
Findhelp is headquartered in Austin, Texas and has been enabling healthcare, government, education, and other organizations to connect people with the social care resources that serve them, with privacy and security, since 2010.
As a mission driven organization, we are focused on creating a positive impact by connecting people in need to the programs that serve them with dignity and ease. Powered by our proprietary technology that enables people to find the resources available in their area, we have helped millions of Seekers find food, health, housing and employment programs.
As a Customer Training Program Manager, you’ll be applying your proven skills as a classroom instructor, instructional designer, and content creator to support the success of all findhelp users. You’ll work with subject matter experts (SMEs) from across the company to support a variety of learning needs; from assisting in implementation training and training strategy materials, to developing eLearning and other deliverables.
Responsibilities and Duties:
- Design and develop content to support all user types of findhelp, as well as external product knowledge; content types including instructor-led training, videos, interactive eLearning, quick reference guides, knowledge base, support portal, etc.
- In collaboration with Customer Success and Community Engagement leadership, support and help implement a strategic vision for findhelp user education, identify key performance metrics to measure success, proactively participate in risk mitigation, and support improved feature adoption
- Assist in the tracking of metrics to support training goals and objectives
- Facilitate instructor-led training, virtually and in person
Qualifications:
- BA/BS degree or equivalent 4+ years related experience working in Learning and Development professional
- 4+ years of experience with designing, developing, and delivering various types of L&D or adult learning solutions for an organization and/or client base
- L&D professional skilled in instructional design principles and aware of current trends
- Experience with adult learning techniques and best practices; specific experience in product, leadership, and sales training experience a plus
- Deep understanding of traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc.)
- Experienced in using and developing content on eLearning tools; Adobe Captivate preferred
- Ability to project manage and work across multiple projects simultaneously and at a high level
- Prefer familiarity with the following platforms; Google Suite, Adobe Captivate, Wistia, etc.
Perks at findhelp
•401k & stock options
•Free food and onsite gym at our Austin HQ
•Paid parental leave
•Competitive PTO & 10 paid holidays
•Health, dental, and vision insurance
•Pet-friendly office with attached dog park at our Austin HQ
•24/7 access to telemedicine and counseling
•Book Purchasing Program
We’re building a diverse, inclusive team
You’re welcome here. We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all Company policies, without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin or ancestry, physical and mental ability, political affiliation, race, religion, creed, sexual orientation, socio-economic status, veteran status, or any other protected class, in accordance with applicable laws. Accommodations are available for applicants with disabilities.
Here are some of the ways we support our staff:
•Culture Committee
•Leadership Development Training
•Paid Volunteering Time