Technical Training Manager jobs in Franklin, TN

Company Description

Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

ENA by Zayo is seeking an Associate Program Manager - Technical Training to provide leadership and overall strategy for ENA's internal, customer-focused products and services training programs through both in-person and web-based formats. The Associate Program Manager - Technical Training provides leadership and overall strategy for ENA's internal products, services, documentation and processes training and development efforts.

Primary Responsibilities

• Provides leadership, strategy and participates in the production of training curriculum, materials and on-line resources for effective customer-focused training for various products and services. This may include, but is not limited to, self-paced e-learning modules, web-based learning material and on-line training videos for our growing portfolio of user-facing interfaces and management and reporting applications.

• Develops strategies, processes and methods for delivering on-site, in-house and virtual training classes for customers and employees on the features and operation of ENA products, services and user/admin interfaces.

• Provides leadership and assistance to ENA personnel delivering training content to both ENA employees and customers. Participates in the delivery of training content as needed.

• Develops best practices for ENA to deliver product, service and process training to new and existing employees. Works with individual teams to provide training and guidance on developing efficient training programs within their respective job function(s).

• Monitors and evaluates training effectiveness

• Provides leadership, strategy and standardized methods for the documentation and storage of internal processes and procedures as related to the deployment of ENA's products and services.

• Maintains currency on product, service and process training and learning trends within the industry.

• Other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• Minimum 2 years' experience in a customer facing role

• Demonstrated understanding of and ability to apply adult learning, instructional design, and development principles in multiple learning modalities

• Excellent facilitation skills

• Excellent customer service skills

• Excellent oral and written communications

• Ability to communicate and consult with multiple levels of the organization

• Strong project management skills and ability to multi-task and prioritize

• Knowledge of and experience with learning and content management and development systems, including:

  • E-leaning authoring programs (e.g., Adobe Captivate)

  • Media production applications (e.g., Adobe Creative Suite, Camtasia)

  • Content management systems (e.g., Madcap Flare)

  • Office applications (e.g., Microsoft Office Suite)

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, or technical procedures. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and effectively respond to questions from groups of managers and customers. Must have excellent written and oral presentation skills.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.

Physical Demands:

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment:

The noise level in the work environment is moderate.

Work Hours:

Company hours accommodate our customer's needs; evening, late night, and weekend hours are sometimes required to coordinate large customer implementation activities.

Base Hourly Rate: $27.65 - $36.50 commensurate with experience

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Fitness membership discounts

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.