Learning Strategist - Tech/Professional Services, Support Enablement
Who We Are
KeepTruckin builds technology using the latest advancements in AI and computer vision to improve the safety and efficiency of businesses with vehicles. Over one million drivers and 100,000 companies across every industry trust KeepTruckin’s integrated platform to power their operations, prevent accidents and reduce costs.
At KeepTruckin, we see our hard work rewarded in tangible ways every day, and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to save lives on the road while impacting and improving every facet of multiple trillion-dollar industries that keep our physical economy moving. KeepTruckin is proud to be a Forbes Cloud 100 company, Forbes Best Startup Employer 2020, and an Inc Magazine Best Place to Work.
About the Role:
As a Learning Strategist in Support, specializing in Tech Support & Professional Services, you will be responsible for developing and implementing learning programs across the support organization. This role works closely with Tech Engineers, so you should have sound knowledge of Software & Hardware troubleshooting / problem-solving. Your responsibilities would entail conducting technical training needs analysis and recommending solutions to close performance gaps, working cross-functionally to ensure a quality training experience for product and feature launches, providing progress updates to stakeholders and multiple levels of leadership, data collection and root cause analysis. This position plays a key role in the execution of a successful Professional Services training program, as well as other ongoing training initiatives. This position is expected to provide timely deliverables on product launches and proposals for continuous improvement to the agent and customer experience.
What You'll Do:
- Vet requests coming through request forms and project board (Asana)
- Analyze requests to determine the scope - size of material, target audience, existing training material, impact, urgency
- Act as primary liaison between requestors, training team, and instructional designers
- Act as primary POC for the Professional Services Training Program
- Work with Trainers to develop full-fledged Professional Services Onboarding
- Collaborate closely with Support Project Managers for Enablement alignment on product / feature launches
- Collaborate closely with the Customer Experience team and leadership, for optimal prioritization of content and learning schedules
- Provide training support to HW+SW Engineers, and Technical Trainer
- Identify the best-suited ID and/or facilitator for each request
- Provide regular progress updates to requestors/stakeholders and Enablement leadership
- Analyze operational performance data to identify trends
- CSAT and QA scores
- Common skills or knowledge gaps
- Proactively recommend upskilling/refresher trainings to address gaps
- Review NHO content and recommend updates that will address performance gaps and improve agent experience
What We're Looking For:
- 3+ years’ experience in instructional design / simultaneous management of several projects / synchronous learning tools
- Ability to interact with team members and stakeholders in a problem-solving, constructive manner
- Ability to tolerate opposing points of view and overcome a change-averse environment
- Ability to successfully manage and meet multiple, simultaneous project deadlines in a fast-paced environment
- Strong written and verbal communication skills
- Strong data analysis skills and the ability to read between the lines
- Background in training, learning and development, or related field
- Learning Strategy experience ideal, but not required; however a strong understanding of adult learning needs is necessary in order to make strong recommendations for a consistent cycle of improvement
- Ability to work independently and as part of a project team
- Sound technical knowledge of Software & Hardware troubleshooting / problem-solving
- Experience with creating, manipulating, and distributing reports
- Cross-functional partnership
- A plus: LMS tooling experience
Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
Please review our Candidate Privacy Notice here.
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