The Training Manager Manager, Learning & Development is responsible for the new-hire training experience, continuous learning, and supervisory skills training. The incumbent will also lead a small team through cross-functional projects responsible for the design, implementation, and evaluation of instructor led, web-based and emergent-platform training, development and certification programs that facilitate the Asurion's employee proficiency. The position also applies adult learning theory and other instruction design principles to accomplish training.
DUTIES & RESPONSIBILITIES:
Potentially lead a virtual team of technically savvy learning and development specialists spanning multiple US geographies who implement the new agent onboarding training and continuous education experiences
Partner with IDT team to ensure the vision, the look and feel of Asurion in material designed
Develop and manage new associate certification framework and curriculum to deepen agent subject matter expertise beyond baseline training established during initial on-boarding
Manage multiple cross-functional learning and performance support projects
Develop and implement a holistic framework and supporting processes to measure and communicate short-term and mid-term impact on effectiveness of training initiatives as well as key business KPIs
Facilitate Train-The-Trainer sessions to transition solutions to the Training team ensuring accurate implementation
Collaboratively develop and conduct surveys to identify training needs based on projected production processes, changes and other factors
Manage a team of Learning and Development Professionals across multiple sites and/or lines of business
Conduct talent/skill assessments and performance evaluations of team members and work with team members to create and implement professional development plans
EXPERIENCE:
Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources
Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups
Develop and implement performance measurements on training effectiveness
Knowledge of Asurion principles and processes for providing customer and personal service
Inductive reasoning skills including the ability to combine pieces of information to form general rules or conclusions as well as finding relationships among seemingly unrelated events
Creativity and the ability to look at the same situation in new and unconventional ways
Capable of working in an autonomous, fast paced environment yet still set priorities and meet deadlines
Successfully manage multiple strategic and analytic projects concurrently keeping awareness alignment of cross-functional processes and procedures.
DESIRED QUALIFICATIONS:
Bachelor's Degree OR equivalent combination of education and experience
3+ years hands-on experience with mobile devices, tablets, computers, digital cameras, televisions, home audio, and/or appliances preferred
2+ years experience in the next gen technologies related to cloud, mobile, social, or big data
3+ years experience with administrative duties including submitting IT tickets and managing data
3+ years people leadership or training experience a plus
