Job Description

Title: Program Manager II

Term: 8-month contract

Location: MTV, San Diego, Tucson, Atlanta if in Atlanta – need to work Mountain time

(Hybrid: 2 days weekly)

Job Description

• Come join the client Academy Learning & Development team as a Training Program Manager of Expert Learning Experiences.
• Our Customer Success Experts are on the frontlines delivering extraordinary customer support while assisting customers in using our products (e.g. TurboTax, QuickBooks, ProConnect, etc).
• The growth and development of these 20K+ annual support experts is critical to our customers daily success. Ensuring our new and returning Experts get onboarded, developed, and supported in an effective and efficient manner is our team’s mission. We are an innovative team working to transform learning experiences to develop a world class Expert Network.
• Learning Champion: Promotes a learning and growth mindset that aligns with our client values, to build a continuous learning culture. Responds and adapts to change through collaboration and experimentation.
• Provides learners the opportunity to develop new and expanded skills and celebrates learner achievement. Coaches and mentors’ others on the development of craft skills, empowering people to grow and do the best work of their lives. Recognizes the preferences and motivations of learners, to increase the effectiveness of learning offerings and maximize learning potential.
• Influential Business Partner: Builds strong, trust-based partnerships and creates inclusive environments by cultivating diversity of thought. Understands business strategy to deliver impactful learning offerings which accelerate client Big Bets.
• Communicates effectively with a diverse set of stakeholders to influence learning and upskilling initiatives. Uses empathy and customer obsession to solve for stakeholder needs.
• Learning Experience Innovator: Applies instructional design methodology including needs analysis to uncover measurable behaviors required for the role, resulting in performance-based outcomes. Applies design thinking, and rapid prototyping to solve customer problems.
• Creates content and experiences that engages learners with varied learning preferences and accessibility, including relevant practice to ensure application of learning.
• Manages and curates content using a process that is both sustainable and efficient. Leverages existing and explores new tools and capabilities, in collaboration with the client learning community.
• Data and Technology Strategist: Reads, works with, and analyzes data to make confident decisions that drive business outcomes. Ability to extract insights from data to optimize each step of the learning journey of our customers.
• Ability to use Data storytelling to effectively communicate insights from a dataset using narratives and visualizations.
• Awareness of One client L&D Tech Stack and tool/capabilities availability to solve learner use cases (e.g. Degreed, Docebo, Credly). General working knowledge of the SAAS industry, learning platforms, and a curiosity around future technologies and trends (e.g. AI, VR, Metaverse, practice, etc).

Skills:

• Demonstrated experience managing complex programs in a matrixed, cross functional environment.
• Demonstrated ability to operate independently and interact frequently with senior management to help set strategic guidance. Demonstrated experience making data driven decisions in a fast-paced dynamic environment.
• Working understanding of how adults learn and retain information.
• Experience delivering learning program experiences to achieve quantifiable business outcomes. Experience engaging with a distributed, virtual team, stakeholders, and workforce.
• Experience working via Agile Scrum development and project planning/execution processes. Excellent interpersonal, communication, and presentation skills.
• Experience with customer support learning and development desired. Tax Preparation, Accounting, and/or financial experience desired.

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