Technical Training Manager leads the design and delivery of technical training programs. Determines training objectives by conducting analysis of overall needs and specific skill or knowledge gaps. Being a Technical Training Manager manages the development of training programs and materials including outlines, text, handouts, hands on exercises, and training evaluations. Establishes processes to monitor results and collect feedback on training instructors to determine effectiveness and identify areas for improvement. Additionally, Technical Training Manager assesses and manages any contractors utilized to deliver specialized training. May manage IT, product, or equipment training depending on the industry and setting. Requires a bachelor's degree. Typically reports to an director. The Technical Training Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Technical Training Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
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.