Training & Development Manager

Description

Summary: This critical role within the PSS organization involves managing training delivery, curriculum development, and a team of trainers, focusing on adult learning, leadership development, and consumer technology. Highlights: 1. Lead and develop a team of trainers using servant leadership 2. Design and implement cutting-edge training methodologies and curriculum 3. Opportunity to impact all levels of employees, from technicians to leadership The Manager Asurion University Delivery is a critical position within the PSS organization. The individual in this role should have robust knowledge and experience around adult learning, leadership, people development, P\&L, fiscal responsibility, strategic planning, and operational management. Additionally, the PSS organization is heavily focused on technology and end user consumer technology. It is expected that the Training Manager will maintain working knowledge of the support and repair of these consumer electronics devices. The person in this role will coordinate day\-to\-day training and development activities, conduct needs analysis, develop analytics and report on the effectiveness and quality of training, curriculum development, job aids, classroom facilitation, and any other tasks deemed necessary by leadership. This individual will make short and long\-term plans for the effective training of PSS employees using the appropriate learning technologies as necessary. The Training Manager will also lead a team of trainers and be responsible for their day\-to\-day activities as well as long term development. In addition, the Training Manager will be responsible for their P\&L budgets as well as meeting quality goals. The training audience includes all levels of employees from basic technicians to leadership. The person in this role will coordinate day\-to\-day training and development activities, conduct needs analysis, develop analytics and report on the effectiveness and quality of training, curriculum development, job aids, classroom facilitation, and any other tasks deemed necessary by leadership. This individual will make short and long\-term plans for the effective training of PSS employees using the appropriate learning technologies as necessary. The Training Manager will also lead a team of trainers and be responsible for their day\-to\-day activities as well as long term development. In addition, the Training Manager will be responsible for their P\&L budgets as well as meeting quality goals. The training audience includes all levels of employees from basic technicians to leadership. What You Will Do: * Maintain working knowledge around the latest training techniques and methodologies. * Maintain working knowledge around the support and repair of consumer electronic devices. * Develop and design curriculum, courses, and training delivery methodologies within the PSS organization as well as supporting a team of individuals in doing the same. * Develop and implement training policies, programs, schedules, and standards. * Provide individual/group training, seminars, and Web\-based training. * Formulate and implement training and development strategies to address changing business demands. * Evaluate the activities of staff members to ensure proper knowledge and administration of approved training materials is being adhered to per corporate guidelines. * Support and develop direct reports using servant leadership and leading by example. * Help ensure a steady talent pipeline by developing others in the organization. * Work closely with various leaders within PSS to identify areas needing training and development. * Develop, implement and approve of all course materials required for classroom training to include handouts, exercises, tests, and certifications. * Create and implement methods to make education results measurable. * Establish training program initiatives that link training strategies to business objectives. * Create and maintain strong analytics and reporting to effectively report back on the effectiveness and quality of training. * Support any other requests or activities deemed necessary by leadership. If you are a good fit for the job, you will have or be able to: * Expertise in training needs analysis and project management skills are essential. * Professional learning and development experience, along with strong training platform skills and curriculum development experience. * Experience in designing and delivering in multiple delivery methodologies, including computerbased, Web\-based, and distance learning. * Strong background in providing reporting and analytics around training effectiveness and quality. * Experience training or leading training in a technical support field a strong plus. * College degree or requisite experience in the training field required. * Qualified candidate will have a genuine interest in the development of other people, a strong sense of urgency, and creative problem resolution skills. * Minimum of 5 years of experience in the training field. * Minimum of 3\-5 years of people management experience. * Minimum of 2 years of leading training in some capacity. * Bilingual (English/Spanish). We Take Care of You: * Competitive and incentive\-based pay. * Paid time off when authorized and paid holidays. * Ongoing training to grow your skills. Work environment: Brick/Mortar locations \- Requires working indoors in environmentally controlled conditions. Regularly requires working with others and sharing workspaces. The noise level in the Call Center is that of an office environment and will rise during peak hours. About Asurion: Asurion helps people protect, connect and enjoy the latest tech – to make life a little easier. Every day our 19,500 Technicians help nearly 300 million people around the world solve the most common and uncommon tech issues. We’re just a call, tap, click or visit away for everything from getting a same\-day replacement of your smartphone, to helping you stream or connect with no buffering, bumps or bewilderment. We think you should stay connected and get the most from the tech you love... no matter the type of tech or where you purchased it. Find out more about what it is like to work here: Working at Asurion