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Associate Director of Education - talech - Remote

Company: talech Point of Sale
Location: Garland
Posted on: January 16, 2022

Job Description:

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we're one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
Job DescriptionPrimary responsibilities will include, but are not limited to: Team & People Management & Development:

  • Identifying excellent talent and growing the practice inclusive of hiring, onboarding & developing team members.
  • Some roles and team members you will be responsible are trainers, instructional designers, learning experience designers, both from a dotted line and solid line reporting structure.Process Development, Management & Practice Reporting
    • Document processes to run the practice effectively and efficiently
    • Create methods of measurement for all projects & knowledge initiatives
    • Set up management information systems across all stages of Training to better make decisions and track people & practice performance, e.g., training needs analysis & feedback loops
    • Build reports and dashboards to share visibility, identify challenges and opportunities. Analyze data and identify trends, and areas that need action.Project Management:
      • Plan, gain stakeholder agreement & run quarterly & annual training projects and initiatives with little oversight.
      • Manage individual projects and overall programs, identify & mitigate risks
      • Ensure excellent reporting & project documentation, stakeholder & project managementTools
        • Ownership & / or Administration of Knowledge & Training tools and systems like the Learning Management System (talech University & Academy), survey tools, etc.
        • Enhance existing platforms, improve UI & UX and overall learner experience with the tools & content
        • Contributions to the development & management of, content management systems, knowledge bases & partner portalsTraining Development & Delivery
          • You will need to strategically guide product education, build engagement with all our audiences, through onsite and remote interactions, professional learning events, and eLearning curriculum.
          • Analyze trends to determine what knowledge initiatives need to be run. Build curriculum & enhance the learner experience.
          • Enable our customers to train their own teams on talech. Your role will be critical in increasing adoption of talech through training as well as driving educating for our customers at scale.
          • Enable our team members to service our customers effectively
          • Enable our partners to better sell our solutions
          • Development of training & knowledge assets including but not limited to knowledge articles, product documents & demos, release updates, work instructions, case studies, rich media assets, infographics, videos, simulations, presentations, wikis, confluence spaces etc. Continuously develop new material and enhance existing ones.
          • Plan, run & manage a monthly training calendar across all content & audiences as well as publish monthly newsletters/articlesKnowledge Networks & Collaboration:
            • This role will require extensive collaboration & networking across multiple teams and internal organizations.
            • Including engagement & networking with vendors & external partnersExpected Results of Position:The outcome of the Knowledge, Training & Sales Enablement team is a more educated community that more effectively and efficiently gets its work done.So, it's measures of success overlap with the performance of the other teams in CS. It should be measured in the following ways:Successful Onboarding of customers: support the PS team in delivering onboarding projects effectively by educating customers to self-board and go live. Delivering learning assets to support this phase of the customer journey. Successful Ongoing Customer Management: support the CSM team with maximizing value the customers gain from our solutions. Delivery of accurate knowledge articles, training videos and educational material. Performance of the material - views, courses taken, content usage etc.Usage of key functions within talech - increased feature usage, identify correlation between customers who have completed training and adopted new features, etc. Successful Knowledge Management for Customers & for the Technical Support teams (Tier1, Tier2)
              • Improve quality of the customer Knowledge Base & Agent knowledge base this should result in lower Call times, reduced escalations, quicker resolutions on cases & higher Quality scores.
              • Build & run training programs & learning paths for ongoing development of our teams across, product, process, management, customer experience training, personal growth, leadership, etc.Strong Sales and Partner Enablement: Through effective training & knowledge initiatives train partners to better sell our products. This should result in increased win rates and quicker close times.Generation of Content: development of material (knowledge artifacts) to support our stakeholder function's objectives. This will be measured by the number of a) new and b) improved knowledge artifacts c) adoption of platforms & consumption of content.Basic Qualifications- Bachelor's degree, or equivalent work experience- 10 or more years of years of relevant experience of Training Development & Delivery including Customer education, Partner & Sales education as well as robust Internal Employee training & development.- Four or more years of supervisory/management experiencePreferred Skills/Experience
                • Well-practiced in L&D & KM operations management People management & development experience
                • Experience crafting Training & Knowledge Management solutions & implementing them.
                • In-depth knowledge of instructional design principles having practiced instructional design, creating/managing the creation of rich media training content.
                • Proven expertise with SaaS solutions and cloud technologies - experience within the POS space is a bonus.
                • Strong experience with tools used for training including CMS & CRM tools - e.g. Salesforce, Service Cloud, Confluence, Customer Success Mgt platforms, LMS, In-App Guidance, BI tools, etc.
                • Is high on execution, data driven and analytical with a propensity for hands-on work.
                • Excellent consultative, project management & process development skills Ability to adapt to a rapidly changing product and respond strategically to customer needs. Strong analytical, planning and organizational skills
                • Strong interpersonal skills and track record of building collaborative relationships, has superb communications & presentation skills with an ability to interact effectively with all levels of management
                • Experience with POS solutions and/or work with SMBs in Retail, Restaurants and/or Services fields is a major plus.
                • Thorough knowledge of the design, delivery, administration and evaluation of training and development programs
                • Strong consultative, project management, analytical, planning and organizational skills
                • Master's degree preferred

Keywords: talech Point of Sale, Garland , Associate Director of Education - talech - Remote, Education / Teaching , Garland, Texas

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