JOB SUMMARY

This job oversees the design, planning, and implementation of training programs aligned with the objectives and strategy of the organization. This may include technical and/or skills training, leadership and professional development training programs. The incumbent is also responsible for developing innovative and engaging learning experiences to support the overall client experience. The expectation is that the person filling this role also works collaboratively with sales and communications teams to support any materials that would be needed. Collaborates with functional management teams to assess ongoing and future training and development needs as well as effectiveness of established programs. Develops a program delivery schedule, partnering with work force planning and/or external clients that provides training as needed and in locations that work for the participants and addresses business staffing needs. Approves new training techniques and suggests enhancements to existing training programs. The incumbent is responsible for maintaining the Learning Management System (LMS) to include administration of all training modules and content, adhering to SCORM standards, reporting on and evaluating results. Oversees and establishes relationships with vendors to provide additional outside training programs or provides train the trainers, curriculum and training support to vendors who are supporting the Organization's business. Also, leading the knowledge management team, oversees governance, documentation standards, and business analysis task activities. Creates business requirements and evaluates through to test plans and cases while interfacing with positions that are directly involved in the knowledge management system application(s) and processes. Manages and develops training professionals including instructional designers and developers, training delivery staff and documentation analysts. Lastly, would be responsible for understanding new training technologies and partnering with vendor management to bring in additional tools that can better support our training needs.

This role can be hybrid or remote - If you live within 50 miles of an office you are required to be onsite 3 days a week. T, W, Th. This role can also be based in PA, WV, or DE.

ESSENTIAL RESPONSIBILITIES

• Perform management responsibilities to include, but are not limited to: involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity. Plan, organize, staff, direct and control the day-to-day operations of the department; develop and implement policies and programs as necessary; may have budgetary responsibility and authority.
• Provide advice, direction and cooperation on a variety of decisions regarding external client (ASP) training solutions, strategies and deliveries.
• Develops and implements training plans based on business and client relationships, including strategies, solutions and delivery. Collaborates with peers and internal / external business partners. Determines and manages multiple sources of related services including working with business partners and consultants. Ensures that all delivery complies with relevant legal, ethical, and regulatory requirements; monitors compliance and creates reports as needed.
• Provides required business and/or subject matter expertise for both project and production related activities on complex issues, including new strategic programs or initiatives impacting current and existing systems.
• Creates deliverables such as business vision, business requirements, requests for proposal, and provides input to other such documents.
• Analyzes evaluation results, creates libraries and program, investigates technical issue and maintains content for the Learning Management Systems (LMS).
• Analyzes availability of operational and personnel resources, timeliness of projects and responsiveness to exceptions and customer demands that arise. Interfaces with other business functions to ensure processes are put in place to capture data, information and knowledge and leverage benefits provided by the Knowledge Management process.
• Accountable for Knowledge Contents and the quantity and quality of knowledge and the effectiveness of its use.
• Participates in the IT Governance activities.
• Manages external resources; identifies which training-related activities can be outsourced; determines external resources available for providing learning and performance solutions; selects the most appropriate resources for the solution being provided; negotiates and manages contracts with external partners; maintains contact with external partners to ensure effective delivery.
• Oversees all new call center training including curriculum design, planning, implementation of train the trainers and ongoing support for vendor partner training staff.
• Develop long-range design, development, and/or delivery strategies to support the performance and business objectives.
• Other duties as assigned or requested.

QUALIFICATIONS

Required

• Bachelor's Degree
• 6 years of experience in managing training-related projects or consulting on training-related initiatives
• 5 years of experience analyzing, designing and implementing learning solutions and processes

Substitution

• 6 years of relevant experience in lieu of Bachelor's degree

Preferred

• Master's Degree

Language (Other than English):

None

Travel Requirement:

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.