Learning and Development Manager, Global Support at TripActions

| San Francisco
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Support the Head of Global Support Learning and Development developing the next iteration of the Support organization training vision, brand, processes, and structure by optimizing the existing team’s strength and impact. This entails leading the day-to-day operation of the training delivery team and the learning for all levels of the Support organization. This role will guide, manage and mentor our rock start Global Training Specialists team distributed in our global offices and will have a close working relationship with the training delivery team, Support Leadership team, and Knowledge Base. 

RESPONSIBILITIES

  • Responsible for planning, developing, and executing learning programs/deliverables from start to finish while leveraging appropriate change management practices to ensure training delivery in a timely, well-coordinated manner
  • Design, deliver and support innovative, sustainable and effective customer and support focused learning solutions with a global mindset.
  • Responsible for developing and managing all Support training curriculum. Brand, look, feel.
  • Evaluate the effectiveness of the curriculum and knowledge base and provide adjustments and recommendations as needed.
  • Manage the day-to-day Learning Development team which consists of rock star Training Specialists who are strong internal Subject Matter Experts.
  • Be the go-to person within Support teams for anyone with questions or queries regarding customer support training and development plans.
  • Establish ongoing development cadence for Learning Specialists to develop key skills
  • Work closely with stakeholders across the support teams and have a full understanding of their training requirements.
  • Partner with subject matter experts (SME's) to ensure learning content, experiences and materials reflect the audience learning needs.
  • Support development needs as it relates to the Global Support Knowledge Base

QUALIFICATIONS

  • 3+ years experience as an L&D Manager, Training Manager, Learning Leader, Sr. Curriculum Developer or relevant experience
  • 6+ years of building effective learning and development programs using a variety of Learning Methods (eLearning, Digital, PowerPoint, Classroom, etc). Previous experience analyzing learning needs.
  • Experience with online and elearning software such as Articulate, Captivate, or Camtasia.
  • Passion for teaching and providing the best learning experiences for learners. Experience working with customer support teams in support centers in a global market a plus.
  • Generally experienced with G-Suite, Microsoft Suite, at least 1 Learning Management System (Saba, Docebo, Showpad, Absorb, etc) and Enterprise Management tools (Jira, ZenDesk - a plus)
  • Excellent communication, analytical, problem-solving, and organizational skills to help translate business and/or technical concepts to Support and Leadership teams. 
  • Someone who can thrive in a start-up and fast paced environment is critical. The ability to lead while being adaptable, flexible and dependable is a must.
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Technology we use

  • Sales & Marketing
    • SalesforceCRM

Location

Right in the heart of Chinatown, SF - lots of hustle and bustle. We have great restaurants nearby and we're easily accessible by public transportation

An Insider's view of TripActions

How does your team reward individual success?

SHOUT-OUTS, SPIFFS, TEAM EVENTS. If you have top bookings - you get to wear the money jacket for the whole month!

Xander Garovi

Commercial Account Executive

How do you collaborate with other teams in the company?

There is a lot of collaboration, especially with Account Executives. We partner with them to find out the best strategies for outreach and how to best position the sell in order to optimize success in the deal.

Melissa Lord

Sales Development Representative

What are some things you learned at the company?

Being at TripActions has been the biggest learning experience in my career. One of the biggest things I’ve learned is adaptability. The company/team/role has changed so much from the time I’ve started and it’s been amazing to see it grow into what it is today.

Leighann Yamami

Senior Talent Acquisition Partner

What is your vision for the company?

Too often we blame technology for making our lives hectic and friction-filled - however, we fail to recognize, we are the ones creating the technology. TripActions is flipping the script, using technology to build real human connection.

Ryan Patrick O'Neill (RPO)

Senior Alliances Manager

What are TripActions Perks + Benefits

TripActions Benefits Overview

Competitive salary
Health: Medical, dental and vision
Food: Catered meals and drinks
Stock: Be invested in our future
Savings: Take advantage of our 401K matching
Travel: $2000 personal travel stipend to use on the app every year
Commuter benefits: Pre-tax benefit plus a $1000 yearly transportation stipend
People: Friendly, nice, and smart coworkers
Work/life balance: Take time off when you need it with an open vacation policy.
Location: WeWork located in the heart of SF

Culture
Volunteer in Local Community
Friends Outside of Work
Eat Lunch Together
Intracompany Committees
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
We provide free breakfast on Thursday. Employees get free lunch on Monday, Wednesday, Friday.
Professional Development Benefits
Diversity Program
Mentorship Program
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