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Senior Training Manager - Connected Vehicle Services
Sirius XM
Irving, TX, United States
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Position Summary:
The Senior Manager of Training develops our Connected Vehicle learning strategy, oversees its implementation, assesses its outcomes and ensures that programs are aligned with the goals of the business. In support of our automotive partners, and working together with our Account Management and Operations teams, the Senior Manager refines training delivery, assessment and evaluation methods to continually measure success and program effectiveness, with a focus on improving work flow and training deliverables. Leading a team of Instructional Designers and Trainers, the Senior Manager is responsible for all New Hire, Customer Service and Sales training at our in-house call center, as well as at vendor-managed locations.
Duties and Responsibilities:
• Builds strong relationships with business stakeholders and cross-functional support teams to identify training needs and trends and to develop and/or deliver a variety of learning interventions in support of strategic plan and key initiatives.
• Manages training department including planning, budgeting, communications and administration.
• Manages and coaches large team of in-house Instructional Designers and Trainers and provides oversight and guidance to training departments at outsourced locations.
• Delivers high impact custom learning solutions through the use of techniques that maximize learner participation, comprehension and application of course content. These may include Instructor-Led programs, Computer-Based Training, self-directed e-learning, as well as blended learning solutions.
• Ensures the volume and quality of work produced meets established standards.
• Identifies development opportunities and coaches team members in order to increase their effectiveness and improve presentation skills.
• Oversees development and maintenance of the Knowledge Base (KB) and Learning Management System (LMS).
• Configures and administers the LMS: uploads courses, monitors compliance, develops and distributes reports.
• Serves as an expert in e-learning solutions and seeks out new software and teaching methods to advance e-learning strategies.
• Proactively uses technology, industry best practices, external networking and alternative learning methods to evolve learning and development activities.
• Embraces change with a positive attitude and by adapting behavior quickly.
• Performs other duties as assigned.
Supervisory Responsibilities:
• Manages team of Instructional Designers and Trainers and is primary liaison to outsourced training teams at partner call centers.
Minimum Qualifications:
• Bachelor's degree in Adult Education, Instructional Design or related field, or equivalent experience.
• Minimum of five years experience as a Training Manager.
• Minimum of three years experience developing and implementing Sales or Customer Care training programs, preferably in a call center environment.
Requirements and General Skills:
• Excellent public speaking and presentation skills.
• Excellent analytical, organizational and decision making skills.
• Excellent verbal and written communication skills; creative writing skills a plus.
• Excellent time management skills; must be able to effectively deal with ambiguity in a very fast-paced environment and handle multiple tasks.
• Superior attention to detail.
• Ability to work well in cross-functional team environments.
• Ability to take initiative as appropriate without supervision.
• Ability to work with outside vendors.
• Ability to project professionalism over the phone and in person.
• Ability to interface with employees at all levels of the organization.
• Ability to take ownership and be accountable.
• Commitment to internal "client" and customer service principles.
• Recognition that the department supports a 24-hour workplace and, while not a frequent occurrence, the Senior Training Manager may be required to work non-standard hours, including nights, weekends and holidays.
• Must have legal right to work in the U.S.
• Position requires 30% travel (domestic and international).
Technical Skills:
• Thorough knowledge of MS-Office Suite (especially PowerPoint).
• Familiarity with e-learning authoring tools: Storyline, Lectora, QuizMaker, Captivate, GoAnimate!
• Experience with Learning Management Systems.
• Strong understanding of Adult Learning Theory and Principles.
• Understanding of visual display design principles.
Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled.
The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.